Satisfaction Guarantee Policy

Opal Clean's Satisfaction Guarantee means that if you are not satisfied with the quality of a cleaning service we have performed, we will return to re-clean the affected areas at no additional charge.

The guarantee exists because we are confident in the standard of our work, and we want every client to have a risk-free experience when booking with us for the first time and on every subsequent visit.

This is a re-clean guarantee, not a refund guarantee. Our commitment is to make the clean right, not to provide a monetary refund for completed work. If a re-clean does not resolve the issue to a reasonable standard, we will discuss further remedies on a case-by-case basis.

To be eligible for a guarantee re-clean, you must contact Opal Clean within 24 hours of the completion of your service.

This window exists because conditions in a home or business change over time — pets, daily activity, and normal use can affect the state of a space after we have cleaned it. Complaints received after 24 hours cannot be fairly attributed to the original clean, and are therefore not covered under this guarantee.

We do not require you to be home during the clean, but we strongly recommend doing a walkthrough within a few hours of your cleaner's departure so any concerns can be raised promptly.

The guarantee applies to cleaning quality within the scope of the service you booked. Specifically:

• Areas included in your confirmed service scope that were missed or cleaned below a reasonable standard
• Surfaces, fixtures, or rooms that were accessible and part of your booking
• Work performed by an Opal Clean cleaner on the date of your booking

The following are not covered under this guarantee:

• Pre-existing conditions — stains, damage, discoloration, or buildup that existed before the clean and was not reasonably removable with standard cleaning methods
• Out-of-scope areas — rooms, surfaces, or tasks not included in your booked service (e.g. inside the oven if you did not add that service)
• Restricted access — areas that were locked, blocked, or made inaccessible to your cleaner during the service
• Damage claims — these are handled separately under our insurance policy, not through the satisfaction guarantee
• Late reports — complaints received more than 24 hours after service completion
• Subjective preferences — cleaning method or product preferences that were not communicated to us in advance of the booking

If you have specific requirements — certain products, techniques, or areas that need extra attention — please include these in your booking notes. We cannot guarantee outcomes for instructions we were not given.

The guarantee applies once per booking. If you contact us with a concern, we will schedule a re-clean of the affected areas. That re-clean is the fulfilment of the guarantee for that booking.

If you have concerns following the re-clean, we are happy to discuss them directly. In genuine cases where we are unable to meet a reasonable standard after a re-clean, we will work with you individually to find a fair resolution.

This policy is not intended to be restrictive — it is intended to be clear. We want you to feel confident booking with us, and we are committed to making every clean right.

The process is straightforward. Contact us within 24 hours and we'll take care of the rest.

If your cleaner accidentally damages property during a service, this is handled through our general liability insurance policy — not through the satisfaction guarantee.

To report damage, contact us within 24 hours of the clean with a description and photos. We will open an insurance claim on your behalf and keep you informed throughout the process.

All Opal Clean cleaners operate under our commercial general liability policy, which provides a minimum of $1,000,000 in coverage per occurrence.

Opal Clean reserves the right to update or modify this guarantee policy at any time. Changes will be reflected on this page with an updated date. The version of this policy in effect at the time of your booking will govern any claims related to that booking.

If you have questions about any aspect of this policy, please contact us before booking and we'll be happy to clarify.