Cancellation and re-clean policy

The re-clean

If anything is not right, call within 24 hours and we re-clean it at no charge.

In practice that means all of the following.

• You have twenty four hours from the end of the visit. Tell us by email and describe what was missed. A photograph helps but we are not going to require one.
• We come back and do that work again at no charge, at the first slot that suits you. It is not a partial refund, not a credit against a future visit, and not a discount.
• There is no limit on how many times you can use it, and using it does not change your rate or your place in the schedule.
• If we cannot get back within a week, you get that visit refunded in full instead, and the choice between the two is yours rather than ours.

This is the only guarantee we make, and the reason is worth stating: it depends on nobody but us. We are not promising you something that needs an insurer, an association or a third party to honour. That is what makes it a promise rather than decoration.

Cancelling or moving a visit

• More than 24 hours notice: no charge, and no limit on how often. Move it, skip it, or stop altogether.
• Less than 24 hours notice: still no charge the first time. After that we may charge half the visit rate, and we will tell you before we do rather than after.
• Nobody can get in: if we arrive and the key, code or gate access does not work and we cannot reach you, that counts as a late cancellation. This is the one that catches people out, so we confirm access in writing before the first visit.
• Stopping a recurring schedule: tell us any time. There is no notice period, no minimum term and no fee, because a contract is not what should be keeping you here.

If we are the ones who cannot make it

We tell you as early as we know, and we offer the next slot that works for you. If we miss a visit without telling you beforehand, that visit is free when we do it. We are not going to dress that up as a guarantee with a name, because a business with nobody hired yet cannot truthfully promise it will never happen.

If something gets broken

We tell you the same day, in writing, with a photograph, before you find it yourself. That holds whether or not you would ever have noticed.

What happens next is a conversation rather than a form. We agree how to put it right, we do it, and you are not charged for the return visit.

Payment

• Invoiced after the visit, never before it.
• Card, bank transfer, check or cash. No surcharge on any of them.
• Payment due within seven days of the invoice.
• No signup fee, no cancellation fee, no minimum term.