Customer service
Problem with a service? We'll check and follow up
After the service, if you feel anything didn't match what was confirmed when you booked, raise it directly on your order page. We'll check the order and service records and contact you within 1 working day (working days are Monday to Saturday, excluding public holidays).
How to raise a problem
- Open your order page using the link in your SMS or email (or go to "Track your order" and enter your ticket number and phone number).
- Once the order is complete, a "Raise a problem" option appears. Choose the type of problem, describe the location and situation clearly, and attach up to 4 photos.
- After submitting you'll get a confirmation SMS. We'll contact you to follow up within 1 working day (working days are Monday to Saturday, excluding public holidays; "contact" means a staff member's first reply).
We recommend raising it within 48 hours of the job being completed, with photos, so we can check. If it's later than that you're still welcome to raise it and we'll do our best to follow up, though checking may be harder.
What kinds of problems we handle
Items within the confirmed scope were missed
We check against the booking list and the completion photos.
Damage or lost items
Please provide photos and where it happened; we'll record it, investigate and contact you.
Late arrival, no-show or not enough staff
Handled under our Terms of Service: you can wait, reschedule for free, or cancel and be refunded for the part not provided.
Staff attitude or safety issues
We escalate and follow up immediately.
Please note
- Hourly cleaning is charged by time; within that time we prioritise the items you list, and it doesn't guarantee everything gets done. This is stated on the quote page before you book.
- How it's resolved depends on what we find when checking, subject to our Terms of Service and the quote you confirmed.
- If the service is still in progress, please tell the crew on site straight away; extra time can be arranged.