At HomeSpotless, we are committed to maintaining service integrity and providing customers with a reliable cleaning experience. This policy explains how completed cleaning services, refund requests and service concerns are handled through our platform.
For eligible concerns involving completed cleaning services, HomeSpotless offers a 24-Hour Guarantee through a complimentary follow-up cleaning intended to address the original areas of concern. All guarantee claims must be submitted through our official online claim form and must include a valid HomeSpotless job number.
1. Completed Cleaning Services
HomeSpotless does not issue refunds for labor services that have already been completed. Once a cleaning has been performed, the labor has been rendered and is not eligible for a refund solely because a customer is dissatisfied with the completed service.
For eligible quality concerns, customers may submit an official online claim under the HomeSpotless 24-Hour Guarantee.
2. HomeSpotless 24-Hour Guarantee
HomeSpotless stands behind its marketplace service standards. Customers who have concerns regarding a completed cleaning must submit an official guarantee claim within 24 hours of the recorded service completion time.
All guarantee claims must be submitted exclusively through the official HomeSpotless online claim submission form.
A valid HomeSpotless job number is mandatory for every claim. Claims submitted without the required job number may be considered incomplete and may be denied.
The 24-hour submission window begins at the recorded completion time of the original cleaning. Claims submitted after the 24-hour window has expired will be denied under the standard HomeSpotless 24-Hour Guarantee process.
Phone calls, text messages, emails, verbal notifications or other informal communications do not constitute an official guarantee claim and do not replace online submission.
A claim is considered submitted only after the online form has been successfully completed and submitted.
Eligible and approved claims may be addressed through a complimentary follow-up cleaning at no additional labor cost. The follow-up is intended to address specific concerns related to the original booking.
Submit a Service Guarantee Claim
Have a concern about your completed cleaning? Submit an official HomeSpotless claim online within 24 hours of the recorded service completion time.
Required claim information:
- HomeSpotless job number (required)
- Customer name
- Contact email address
- Date of completed cleaning
- Description of the service concern
- Specific areas requiring attention
- Supporting photographs, where applicable
Important: Claims submitted after the 24-hour deadline will be denied under the standard guarantee process. Calling, texting or emailing HomeSpotless does not replace the official online claim submission process.
3. How the Claim Process Works
To request assistance under the HomeSpotless 24-Hour Guarantee, customers must complete the following process:
Locate your HomeSpotless job number.
Your job number is required to identify and verify the original cleaning assignment.
Submit your claim online.
Complete the official HomeSpotless Service Guarantee Claim Form within 24 hours of the recorded cleaning completion time.
Provide supporting details.
Describe the areas of concern and upload photographs when applicable.
HomeSpotless reviews your claim.
Our team evaluates the submission against the original booking and reported service concerns.
Receive a resolution.
If approved, our team coordinates an eligible complimentary follow-up cleaning.
Customers are responsible for ensuring their claim is successfully submitted within the required timeframe. Retain your submission confirmation for your records.
4. Follow-Up Cleaning Conditions
All follow-up cleaning requests are subject to review and approval by HomeSpotless.
- A valid HomeSpotless job number is required.
- Claims must be submitted through the official online form.
- Claims must be submitted within 24 hours of recorded service completion.
- Claims submitted after the 24-hour deadline will be denied under the standard guarantee process.
- The reported concern must relate to the original cleaning scope.
- Additional rooms, tasks or services are not included.
- Customers must provide reasonable access to the property for an approved follow-up.
- Approved follow-up cleanings are subject to scheduling availability.
- A follow-up cleaning is a service remedy and does not constitute a monetary refund or credit.
Submitting a claim does not automatically guarantee approval or a follow-up cleaning. Each submission is reviewed based on the original booking and reported concerns.
5. Services Not Performed
If a scheduled cleaning was never performed, the matter is handled separately from completed labor services and the 24-Hour Guarantee for completed cleanings.
Please notify HomeSpotless promptly if your cleaner does not arrive or the scheduled service is not performed. Our team will review the booking and determine an appropriate resolution. Refunds may be considered based on the circumstances and applicable policies.
The 24-Hour Guarantee deadline for completed cleaning claims does not eliminate any applicable rights or remedies relating to services that were not performed.
6. Payment Disputes & Billing Concerns
If you believe you were charged incorrectly, charged more than once, or billed for a service that was not performed, contact HomeSpotless so the transaction can be reviewed.
Please include your HomeSpotless job number and relevant payment information. Do not send complete card numbers or sensitive payment credentials through support requests.
7. Our Commitment
Our goal is to resolve service concerns fairly while maintaining accountability across the HomeSpotless marketplace. We believe in addressing legitimate service concerns while respecting the time and labor provided by independent service professionals.
Nothing in this policy is intended to waive or restrict any rights or remedies that customers may have under applicable law.
We're here to make things right.
Have a concern about a recent cleaning? Locate your HomeSpotless job number and submit your official online claim within 24 hours of service completion.
SUBMIT A GUARANTEE CLAIM →