Satisfaction guarantee – how it works

A satisfaction guarantee means that if you are not satisfied with the cleaning, we will rectify it – without a new invoice for the rectification itself. This is the same promise set out in our standard terms and conditions: you point out what was not up to standard, and we clean the area in question again. The usual procedure is to submit documentation, preferably photos, so that we can quickly understand what needs to be fixed.

What does the guarantee cover?

The guarantee covers the cleaning result itself: that the areas we agreed to clean are actually clean when we finish. If something has been missed or not cleaned well enough, we will return and complete what we should have done. The exact scope – which rooms, surfaces, and tasks are included – is stated in your contract.

The guarantee does not cover everything. It normally does not cover:

• damage or wear and tear that was present before we arrived
• stains or discolouration that cannot be removed with standard cleaning (for example, burnt-on limescale, etching on natural stone, or old discolouration)
• tasks outside the agreed assignment
• items you specifically ask us to skip

If you are unsure whether something is covered, get in touch via the customer portal and we will figure it out together.

How quickly must you report an issue?

Report the issue as soon as you discover that something is not up to standard. The sooner we are notified, the easier it is to see what is actually due to the cleaning, and the sooner we can return. If the assignment involves move-out cleaning, viewing cleaning, or photo cleaning, the window to report an issue remains open until the new owner or landlord has approved the handover of the property. If you have another type of agreement, you will find the specific deadline in your signed contract.

A practical tip: inspect the work shortly after we have been there, while the room is still in the same condition. This avoids any doubt about what is the result of the cleaning and what is normal subsequent use.

What happens when you report an issue?

1. You submit an inquiry via the customer portal and describe what you are not satisfied with.
2. Feel free to attach photos of the area in question – it makes it easier for us to understand and prioritize.
3. We assess the inquiry and agree on a new visit to rectify the issue.
4. We clean the area in question again, without charging you for the rectification itself.

We take feedback seriously. The goal is not to argue away an inquiry, but to rectify the issue so that you are satisfied with what we delivered.

What does a rectification cost?

You do not have to pay extra for the rectification itself under a guarantee claim. That is the core of the guarantee: we finish the job you have already paid for. If, on the other hand, you ask for something new – extra rooms, a task outside the agreement, or a completely new assignment – it is a separate order priced individually. What falls under which category is specified in your contract.

Safety during rectification

When we return to rectify an issue, the same rules apply as during regular cleaning:

• We never mix chlorine bleach with anything other than water. Chlorine bleach combined with vinegar produces chlorine gas, and chlorine bleach combined with ammonia or ammonium chloride produces chloramine – both are hazardous to health.
• Acids, such as vinegar, citric acid, and many limescale removers, are not used on natural stone, marble, granite, or slate. Such surfaces can be etched and become dull. We also test in a hidden spot before using a new product on a delicate surface.

If you have surfaces or materials you want us to be extra careful with, let us know in advance and we will adjust our method.

Summary

If you are unsure about what applies to your assignment, you will find the specific terms in your contract, or you can get in touch via the customer portal.