Cleaning is a service, not a product, so “returns” work differently here: our first remedy is always to come back and make it right. This page sets out exactly how that promise works and when money changes hands instead.

1. The Satisfaction Promise

Every visit ends with a walkthrough alongside the crew lead. If you spot something missed — during the walkthrough or within 24 hours afterwards — tell us by phone, WhatsApp or email. We will schedule a free re-clean of the areas in question, normally within 48 hours, at no cost and with no quibbling.

2. When a Refund Applies

You are entitled to a refund of the affected visit when any of the following occurs:

A re-clean was carried out and the result still falls short of the agreed scope.
We cancelled your booking and you chose not to reschedule.
You prepaid and cancelled more than 24 hours before the appointment.
We charged you incorrectly (wrong amount, duplicate charge) — refunded in full, immediately on verification.

3. What Refunds Cover

Refunds are calculated on the price of the affected visit, not the whole contract. For recurring plans, a refunded visit does not affect your remaining schedule or discounted rate. For multi-service bookings (for example, deep clean plus disinfection), only the service that fell short is refunded.

4. How and When You Are Paid

Refunds are returned by the method you paid with — bank transfer, card reversal or e-wallet — within 7 working days of approval. Card reversals may take a further few days to appear depending on your bank. We confirm every refund in writing with the amount and reference.

5. What Is Not Refundable

Dissatisfaction reported later than 24 hours after the visit, where we were not given the chance to re-clean.
Late-cancellation and no-access fees under clause 6 of our Terms & Conditions.
Outcomes outside the agreed scope — e.g. permanent stains, aged grout discolouration or damage that cleaning cannot reverse, where the crew flagged this limitation on site.

6. Gift Certificates and Prepaid Packages

Unused prepaid visits in a package are refundable at the package’s per-visit rate within 90 days of purchase. Gift certificates are refundable only to the original purchaser, within 30 days of purchase and before any redemption.

7. How to Make a Claim

Email [email protected] with your booking reference, the visit date and a short description (photos help a lot), or call +60 3-2181 4267. Claims are acknowledged within one working day and decided within three.

Return & Refund Policy