DigiCleen Quality Guarantee
Know what was agreed and how to raise a concern
Our Quality Guarantee supports a straightforward process: agree the tasks, review the completed checklist and report any specific concern so it can be addressed.
It applies to the cleaning work included in your confirmed scope. It is not a promise that cleaning can repair damage, remove every stain or produce a result outside the agreed service.
Review the checklist at completion
Where possible, you or your authorised representative should inspect the cleaned areas with the cleaner. Check the agreed tasks and sign the digital checklist to record approval.
If an item needs attention, record it clearly before signing an approval. Where practical and safe, the cleaner may be able to address it during the visit. Otherwise, the issue is referred for review.
Your signature records the review at that time. It does not waive statutory rights or prevent you from reporting a problem discovered later.
When you cannot attend
We send the completed checklist for remote review. You can approve it or report a specific issue using the provided method.
Our standard prompt-review window is 24 hours from when the completed checklist is sent to your agreed contact channel. Review the message as soon as possible, particularly where property access or a tenancy handover could change.
If you cannot access the checklist, contact us so we can investigate. We do not treat lack of response as proof that you are satisfied.
How approval affects payment
Approval triggers collection of the agreed balance under the payment authorisation given at booking. If no issue is reported within the disclosed 24-hour window, collection may take place under that authorisation.
An issue reported within the window pauses automatic balance collection for administrator review. This is a review process, not an automatic promise of a full refund or cancellation of every amount due. We explain any agreed corrective work, payment adjustment or further action.
You can still raise a concern after payment. The review window does not remove legal rights or exclude valid complaints made later.
What to include when reporting an issue
Provide your booking reference, date, room and the agreed task that you believe was missed or not completed properly. Relevant photographs can help, but do not photograph other people or confidential information unnecessarily.
Tell us about any access deadline, such as an agent inspection or incoming guest. Please give us a reasonable opportunity to investigate before arranging avoidable third-party corrective work.
What we will do
We review the checklist, booking scope and available evidence, then discuss an appropriate response. Where agreed cleaning has not been performed with reasonable care and skill, this may include corrective cleaning at no extra charge.
Corrective work should be arranged within a reasonable time and without significant inconvenience. Where repeat performance is impossible or not provided as required, applicable consumer rights may include an appropriate price reduction or refund.
We will not insist that a routine checklist signature prevents a justified claim.
Limits of a cleaning guarantee
Cleaning does not repair worn finishes, damaged sealant, corrosion or permanent staining. New dirt created after the session and tasks not included in the booking are different from missed agreed work.
These distinctions do not exclude responsibility for damage we cause or rights that cannot lawfully be excluded. Report suspected damage separately and promptly.
For rental properties, cleaning cannot guarantee the return of a tenancy deposit. For holiday lets, it cannot guarantee guest ratings.
Need help before booking?
Read the relevant Service Page, Pricing and Terms and Conditions so you know what to expect.