The Re-Clean Guarantee.
If your landlord or letting agent flags anything on the agreed checklist that we missed, we'll return and put it right free of charge.
The sole remedy: a free return visit
The only remedy under this guarantee is a free return visit to put right anything on the agreed checklist that we missed. We do not refund the cost of the clean, and we do not return your tenancy deposit — your deposit is held by your landlord or scheme, not by us. Our promise is simply that we will put right any cleaning shortfall we are responsible for.
What the guarantee covers
Items on the agreed checklist that we missed, as flagged by your landlord or letting agent.
What the guarantee does not cover
The guarantee only applies to cleaning shortfalls on the agreed checklist. It does not cover any of the following.
Carpet stain removal is excluded
Some stains cannot be fully removed, even with professional treatment — the fibre may be permanently discoloured or the stain set deep below the surface. Because we cannot promise a stain-free result, carpet stain removal is not covered by this guarantee. Our carpet cleaning service is still carried out to a professional standard, but we do not guarantee the complete removal of any individual stain, and a free return visit will not be offered for stains that remain.
How to make a claim
Contact us with your landlord's or letting agent's list of flagged items and we'll arrange a return visit to put it right.
- 1
Contact us with the landlord's list
Email or call us with the specific items your landlord or letting agent has flagged, along with any photos they have provided.
- 2
We arrange a return visit
Your local team books a convenient time to return and put right anything on the agreed checklist that we missed — at no extra cost to you.
- 3
We put it right
Our team re-cleans the flagged areas to a professional standard and confirms completion with you.
Conditions
- • The guarantee applies only to items on the agreed checklist set out in your final quote.
- • The property must not have been used or reoccupied between the clean and the return visit.
- • Pre-existing damage, wear and tear, and issues arising from use of the property after the clean are not covered.
- • The sole remedy is a free return visit to put right the cleaning shortfall — no refund of the cleaning cost is offered.
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