Satisfaction Guarantee Policy - Exit Cleaners

Exit Cleaners is committed to delivering exceptional cleaning services with reliability and care. We offer a 100% Satisfaction Guarantee to ensure our customers feel secure, confident, and fully satisfied with the quality of our work.

Below are the details of our Satisfaction Guarantee, clearly outlined per service category:

1. General Cleaning, Deep Cleaning, Move-in Cleaning, Carpet Cleaning and Hourly Cleaning Services:

Reporting and Re-cleaning Process:

• If you are not completely satisfied with the service provided, you must notify Exit Cleaners within 24 hours of the service completion.
• You must clearly outline your concerns, providing specific details and photographic evidence of the unsatisfactory areas.
• Upon receiving your notification, we will schedule a complimentary re-clean of the identified areas at our earliest available appointment, typically within the next 1-3 business days.
• Re-cleaning must be completed within 7 business days from the initial service date to qualify under this guarantee.

Limitations:

• The Satisfaction Guarantee does not apply if:
  • The service was incorrectly booked (e.g., General Cleaning booked instead of an End-of-Lease Cleaning).
  • Issues arise due to circumstances beyond our control (e.g., lack of electricity or water, restricted access to property).
  • Additional services were not selected during booking, but are expected after service completion.

2. End-of-Lease Cleaning Services (Bond Back Guarantee):

Reporting and Re-cleaning Process:

• You must notify Exit Cleaners of any issues or concerns within 72 hours of the completion of your end-of-lease cleaning.
• Detailed photographic evidence must accompany your notification, clearly documenting unsatisfactory areas covered within the original booking checklist.
• Exit Cleaners will arrange one complimentary re-clean of the reported areas at the earliest available appointment within 5 business days.

Bond Back Guarantee Limitations:

• The Bond Back Guarantee covers only services included within the original end-of-lease checklist. Any areas or services not initially booked will not qualify for this guarantee.
• The property must be fully vacated and empty (no personal belongings, furniture, boxes, or rubbish) to ensure the guarantee applies.
• Late notifications (beyond the 72-hour reporting window) will incur additional fees as outlined in our Late Notification policy.

3. Conditions and Exclusions for All Services:

• Exit Cleaners reserves the right to assess, verify, and approve claims based on provided photographic evidence.
• Claims made without photographic evidence or after the specified notification period will not qualify under this guarantee.
• Our guarantee strictly provides a complimentary re-clean of the concerned areas. Monetary compensation, credits, or free additional services are not provided unless Exit Cleaners cannot rectify the issue satisfactorily upon re-clean.

4. Abuse or Misuse of Satisfaction Guarantee:

• Customers agree that threats of negative reviews, legal action, or other harmful measures intended to coerce refunds or compensation outside of our stated procedures constitute libel or blackmail.
• Any such conduct will be documented and potentially used in legal action.

By booking any service with Exit Cleaners, customers acknowledge and agree to adhere to the terms set forth in this Satisfaction Guarantee. Our aim is always to ensure your satisfaction and deliver outstanding cleaning services every time.