Our satisfaction guarantee

How to make a claim

• ·Tell us within 72 hours of the visit. Call (502) 552-2005 or reply to your visit summary email.
• ·Tell us what was missed and where. Photos help and are welcome, but are not required.
• ·We will confirm we have your claim and tell you our plan within one business day.

How we resolve it

We review every claim individually. Depending on what was missed and the circumstances, we will do one of the following:

• ·Return to your home to clean the area that was missed, at a time we agree with you.
• ·Apply a credit toward your next visit.
• ·Refund part of the visit.

We will not leave a claim sitting open. If a return visit is the right answer but our schedule cannot fit it quickly, we will say so plainly and offer a credit or a refund instead of leaving you waiting.

What the guarantee covers

The guarantee covers the items on the checklist for the service you booked. Your visit summary lists what was included that day.

What it does not cover

• ·Work that was not part of the service you booked, including add-ons you did not purchase.
• ·Areas our cleaners could not get to - locked rooms, blocked surfaces, rooms in use at the time, or anywhere unsafe to work.
• ·Stains, damage, wear, odors or buildup that ordinary residential cleaning cannot remove, including set-in carpet stains, hard water etching, grout discoloration, and damage that was already there.
• ·Work needing specialty services, such as mold remediation, pest treatment, biohazard cleanup, or post-construction debris.
• ·Claims made more than 72 hours after the visit.
• ·Homes where we were asked to skip or rush an area at the time of the visit.

Repeat claims

If the same area comes up again and again, we will ask to walk the home with you and agree what the standard should be. If we cannot get to an agreement, either of us can end the service with nothing further owed.

This guarantee is part of our Terms of Service.