Booking policies
Satisfaction Guarantee
If we miss something on your checklist, we'll come back and make it right — no extra charge.
Effective Date: July 19, 2026 · Last Updated: July 19, 2026
Our commitment
We want every customer to receive the cleaning described in their booking. If an included area was missed or wasn't cleaned to the applicable checklist standard, notify us within 24 hours and we'll arrange a corrective cleaning of the affected area at no additional charge. This guarantee is incorporated into our Terms of Service.
How it works
A corrective cleaning is the primary remedy under this guarantee — here's how a report turns into a re-clean.
1. Report the concern
Reach out through your account, email, or phone within 24 hours of your cleaning and tell us what was missed.
2. We review it
We confirm the affected task was part of your selected checklist and that the area was safely accessible.
3. We make it right
We schedule a corrective cleaning of the affected area within 3 business days, at no additional charge.
What's covered
- The task was included in your selected checklist
- The area was safely accessible during the visit
- You reported the concern within 24 hours of service
- The area was not materially re-soiled after we left
- The result is reasonably achievable through ordinary professional cleaning
What's not covered
- Tasks excluded from your selected service or add-ons you didn't purchase
- Permanent stains, discoloration, corrosion, etching, wear, or deterioration
- Mold, biohazards, pests, infestations, or hoarding conditions
- Areas blocked by clutter, furniture, occupants, pets, or unsafe conditions
- Items or areas you instructed us not to clean
- Conditions inaccurately described during booking
- Results affected by unavailable water, electricity, access, or time
- Odors whose source remains in the property
- Reports made after the 24-hour window, except where law requires otherwise
Deep buildup and restoration
Cleaning can improve many surfaces but can't reverse permanent damage, staining, mineral etching, worn finishes, or conditions requiring restoration or replacement. This guarantee is a promise to meet the applicable cleaning checklist — not a guarantee that every stain, odor, or pre-existing condition can be removed.
Vacation rental turnovers
Report urgent guest-readiness concerns immediately and before the next guest checks in whenever possible. Once a guest has checked in, we may be unable to verify whether the concern existed at completion. Host reimbursement, lost rental income, guest refunds, and platform penalties aren't covered by this guarantee.
Refunds, credits, and damage claims
A corrective cleaning is generally the first remedy. A partial credit or refund may be offered when a corrective visit isn't practical, a material included task wasn't completed, or another remedy is required by law — generally based on the affected portion of the service rather than the entire booking. Claims involving alleged breakage or property damage are handled under our Terms of Service rather than this guarantee — report alleged damage promptly with photographs and supporting documentation.
Something not up to standard?
Let us know within 24 hours and we'll get it fixed.