If part of your cleaning was not completed properly, we will return to re-clean the affected areas free of charge.

We will re-clean:

• As many times as needed
• Until the work meets the agreed cleaning description
• As long as the issue is genuine and reasonably fixable with professional cleaning

We never refuse a re-clean when the issue is real, valid, and within the original scope.

If, after our re-clean attempts, we still cannot complete the work to a satisfactory standard, we will offer a refund. Refunds may be:

• Full Refund – When no part of the service was completed successfully.
• Partial Refund – When some work was completed properly, but not all.

Refunds are always fair, transparent, and based on what was done.

Cleaners may take before and after photos to:

• Document the property condition
• Show what work was completed
• Support re-clean or refund evaluations

Photos are stored securely and follow our Privacy Policy.

Refunds are not possible when:

• New mess or dirt occurred after the cleaners left
• Someone else cleaned the property before inspection or re-clean
• The issue is outside the booked cleaning scope
• Access was not provided for the re-clean
• The property size, condition, or requirements were misrepresented
• The customer refused before/after photos documentation
• The customer interrupted, stopped, or limited the cleaning work
• Specialized cleaning (mold, pest, deep stain, restoration) was required but not booked
• The issue is permanent wear-and-tear (scratches, corrosion, grout discoloration)
• The customer provided faulty supplies or machines that affected the outcome

Some results are not achievable with normal residential or commercial cleaning. Refunds do not apply when issues involve:

• Permanent stains in carpets or upholstery
• Heavy grease buildup requiring advanced equipment
• Odor removal (pet smell, smoke smell) requiring specialty treatment
• Mold, mildew, or biohazards
• Paint damage, rust, corrosion, or old wear-and-tear
• Restoration or industrial-level cleaning requirements

Our policy protects both sides:

• Customers receive quality assurance, fair refunds, and guaranteed re-cleans.
• Cleaners are protected from unreasonable or unsupported refund requests.

We aim to remain fair, professional, and transparent in every decision.

Refunds are issued to the original payment method through Stripe.

Refund processing time: 5–10 business days.

Please contact us within 24 hours of your service:

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

For faster processing, include:

• Your name
• Booking date
• Details of the issue
• Photos or video

We always respond quickly, professionally, and with the goal of resolving your concern.