48-Hour Re-Clean Guarantee

How It Works

If your landlord, letting agent, or inventory clerk identifies a cleaning issue after our end of tenancy clean, report it to us within 48 hours with photographic evidence and we will return and re-clean the affected areas at no additional cost.

Conditions

48-hour reporting window. Any issues must be reported to us within 48 hours of the clean being completed. Reports received after this window are not covered.

Photographic evidence required. All claims must be supported with photos or video clearly showing the specific cleaning issue. We cannot accept claims without visual evidence.

Cleaning issues only. The guarantee covers cleaning deficiencies — areas that were not cleaned to a satisfactory standard. It does not cover:

• Pre-existing damage, staining, or discolouration that cannot be removed by cleaning
• Maintenance issues including mould caused by damp, damaged grouting, worn surfaces, or general wear and tear
• Marks, scuffs, or damage to walls, floors, or surfaces
• Issues caused by the property being accessed or used after our clean
• Carpet stains assessed as permanent during the clean
• Any issue unrelated to the cleaning service provided

Property must have been vacated. The guarantee assumes the property was empty and clear of personal belongings at the time of cleaning. Areas that were inaccessible during the clean due to furniture or belongings are not covered.

Access for re-clean. The property must be made available for our return visit within 48 hours of the issue being reported. If access is not provided within this timeframe, the claim is void.

Scope of re-clean. Our return visit covers re-cleaning of the specific areas identified in the complaint. It does not constitute a full repeat of the original clean unless the complaint relates to the entire property.

One return visit. The guarantee provides for one return visit per booking. If issues persist, we will work with you to reach a resolution, but further visits are at our discretion.

The property must not have been reoccupied. If anyone has moved items back into or through the property after our clean, the guarantee does not apply.

Payment must be settled. The guarantee applies only when payment for the original clean has been received in full.

Important: This Is a Re-Clean Guarantee

Our 48-Hour Re-Clean Guarantee is exactly that — a guarantee that we will return and re-clean. We do not guarantee the return of your tenancy deposit. Deposit deductions are at the sole discretion of your landlord and the relevant tenancy deposit scheme (TDS, DPS, or MyDeposits). We are not liable for any deposit deductions or tenancy disputes.

How to Make a Claim

1. Contact us within 48 hours of the clean at [email protected] or 020 7993 8722
2. Provide photographic or video evidence of the specific cleaning issues
3. We will review the evidence and arrange a return visit as soon as possible

Limitation of Liability

Our liability under this guarantee is limited to providing a re-clean of the affected areas. We are not liable for any financial losses, deposit deductions, tenancy disputes, or consequential damages. Our total liability shall not exceed the price paid for the original cleaning service.

This guarantee is governed by the laws of England and Wales.