At Hello Cleaners USA, we stand behind every service booked through our marketplace. We work closely with fully vetted, background-checked, professional cleaners who deliver services according to the description, package, or custom quote you received.

Our commitment is simple: If the job does not meet the agreed cleaning description, we will make it right.

We guarantee the cleaning service will match the scope and standards included in:

• Your booking confirmation
• Your service package (Deep Clean, Move-In, Move-Out, etc.)
• Your custom quote

If something is not completed properly or an area is missed, we will correct it.

If you are not satisfied with the cleaning, notify us within 24 hours. We will arrange a free re-clean of the affected areas.

Re-cleans apply when:

• The issue relates to work covered in the booked service
• The property is in the same condition as when the team left
• You provide photos or a brief description of the concern

Re-cleans do NOT apply if:

• New mess, dirt, or tenant activity occurred after the cleaners left
• The service requested exceeds the original cleaning scope
• Access was denied or unavailable for the re-clean

If we cannot return to re-clean or resolve the issue, we may offer:

• Partial refund (most common)
• Full refund (if no service was completed or issue is severe)

Refund eligibility follows our official Refund Policy.

For transparency and quality assurance, cleaners may take:

• Before photos (to record the original condition)
• After photos (to confirm work was done properly)

These are used strictly for:

• Quality monitoring
• Dispute resolution
• Internal documentation

Photos are securely stored and follow our Privacy Policy.

Prices are based on the information provided during booking. We may adjust the final price if:

• The property is larger than stated
• Condition is beyond a standard or average clean
• There is excessive dirt, trash, pet hair, or clutter
• You add extra rooms or services
• Biohazard or heavy-duty cleaning is required

You will be notified before any adjustments are made.

All cleaners are responsible for the work they perform, and Hello Cleaners USA maintains insurance coverage for rare incidents involving damage.

Damage claims require:

• Notification within 24 hours
• Clear photos/videos of the damage
• Description of the issue

We are not liable for:

• Pre-existing damage
• Wear & tear
• Loose items that fall or break easily
• Improperly installed appliances or fixtures
• Items not disclosed as fragile

All valid damage cases are reviewed fairly and professionally.

Our guarantee does not cover:

• Hazardous, unsafe, or inaccessible areas
• Pest infestations or mold removal
• Deep stain removal requiring specialty equipment
• Decluttering, hoarder cleanup (unless booked), or trash removal beyond normal cleaning
• Exterior cleaning unless included in your package

If needed, we will offer additional services at the correct rate.

For any questions or guarantee claims, contact us:

Email: hello@hellocleaners.us
Phone: (307) 265-5458