If something was missed or the result isn’t what you expected, let us know within 24 hours and we’ll come back to fix it. That’s our commitment.
Here’s exactly how it works and how to get the best outcome.
The Re-Clean Policy
If you’re not satisfied with your clean, send us photos of the specific areas you’re concerned about and reach out within 24 hours of your appointment. We’ll arrange a re-clean within 24 to 48 hours to address what was missed.
We don’t offer refunds, but we do come back. Our goal is to get it right, and we take missed areas seriously. The 24-hour window matters. The sooner we know, the faster we can resolve it.
What Most Complaints Are Actually About
Most dissatisfaction after a clean comes down to one of two things.
The first is skipping the First-Time Clean recommendation. When a client books a regular maintenance clean but hasn’t had a professional cleaning in more than 30 days, our team recommends adding the First-Time Clean to the appointment. This add-on gives cleaners the extra time needed to work through the additional buildup that accumulates over time.
Clients sometimes decline that recommendation, and we understand why. It feels like an upsell. But the reality is that more than half of clients underestimate how much their home has built up since their last professional clean. When a standard clean is booked for a space that genuinely needs more time, the result won’t match expectations. The team did what was booked. The booking just didn’t match what the home needed.
A lot of disappointment after a first clean comes down to booking the wrong service. Our post on what to do before cleaners arrive is worth reading before you book your first appointment.
If you take our recommendation and add the First-Time Clean, and your home turns out to be in better shape than expected, we’re happy to remove that charge after the clean. We’d rather err on the right side and adjust after the fact.
The second common complaint is about appliances. Clients often expect the inside of their oven or fridge to be cleaned as part of the standard service, and it isn’t. These are add-ons that need to be selected at checkout or requested when you call. The same applies to inside cabinets and window washing. A useful reference: anything you see listed under “Select Extras” during online booking is outside the base service and needs to be added intentionally.
How to Avoid Issues Before They Happen
The most straightforward way to avoid being unhappy with your clean is to book the right service for your situation.
If it’s your first time booking with us, or it’s been more than 30 days since a professional cleaning, add the First-Time Clean. If you want your oven or fridge done, select those add-ons when you book. And if there’s a specific area or concern you want the team to prioritize, mention it when you call or leave a note with your booking.
Clear communication upfront leads to clean homes. When we know what matters to you before we arrive, we can make sure it gets done.
Get in Touch
If you have a question about your recent clean, call us at 778-786-8500 or reach out through our contact page. We’ll respond quickly and sort it out. Our reputation depends on getting this right, and we take that seriously.
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