Return and refund policy.

1. The re-clean promise

If you are not satisfied with the work delivered on a visit, please tell us within forty-eight hours of the visit ending. We will return at no additional charge to re-clean the area in question. The re-clean visit is scheduled at your convenience within seven calendar days. The re-clean promise is the studio's first remedy and applies before any monetary refund is considered.

2. When you can ask for a refund

A monetary refund of the visit price may be issued in the following situations:

• You raised a re-clean request within forty-eight hours and the re-clean visit, when offered, was also unsatisfactory in your reasonable judgement.
• The crew was unable to perform the agreed scope on the day for reasons attributable to the studio (such as crew non-arrival).
• An accidental damage claim is accepted under clause 7 of our terms and conditions and the agreed remedy is monetary compensation rather than repair or replacement.

3. How to request a refund

Send an email to [email protected] with the subject line "Refund request", quoting the date of the visit, the visit reference number on your invoice, the room or area concerned and any photographs that document the issue. The studio coordinator confirms receipt within one working day.

4. How long it takes

If the refund is accepted, payment is processed within seven working days of acceptance. Bank transfer refunds usually clear within one to two working days; card refunds via Stripe usually clear within five to ten working days, depending on your card issuer.

5. Cancellation refunds

Cancellations made more than twenty-four hours before the agreed time window are refunded in full or, where no payment was taken, simply removed from your account. Cancellations within twenty-four hours may incur a fifty per cent charge as set out in clause 8 of our terms. Cancellations after the crew has arrived on site are not refunded.

6. Recurring rounds

For recurring weekly or fortnightly arrangements, refunds are issued against the specific visit in question, not the wider monthly invoice. The recurring schedule continues unless either party gives the fourteen-day termination notice described in our terms.

7. Disputes

If we are unable to agree on a refund, we will direct you to the Property Ombudsman or, where the dispute relates to a consumer agreement, to the Citizens Advice consumer service. We do not require you to sign any non-disparagement clause in connection with a refund.

This policy was last reviewed on 14 March 2026. Any future revisions will be published on this page with a new review date.