Policies and Guarantees
Satisfaction Guarantee
Effective date: April 2026 · Last updated: September 2026 · Applies to: Residential cleaning policies and guarantees
The most important things to know before and after your booking, in plain language. For complete terms, see our Terms of Use.
Every cleaning is backed by our satisfaction guarantee. If any area was missed or does not meet your expectations, notify us within 24 hours of your cleaning and we will arrange a complimentary return visit at no charge to you.
The cleaning professional must be allowed back into the home within one business day of the reported issue. This guarantee covers re-cleaning of missed or unsatisfactory areas and does not extend to cash refunds or credits.
Cancellation Policy
More than 48 hours before your appointment: no fee.
Between 24 and 48 hours before: a charge of 50% of the service cost.
Less than 24 hours before, or if we cannot access your home: the full service charge. By this point your cleaning professional has set aside the day and the slot cannot be filled.
Short-notice cancellations create unfilled appointment slots that directly impact cleaning professional income, and they are difficult to fill on short notice. We appreciate as much advance notice as possible.
If plans change, rescheduling is usually the better option for everyone and carries no fee outside the 48 hour window. To cancel or reschedule, contact your client coordinator directly, call 206-973-2515, or submit a request through our online contact form.
Rescheduling
There is no charge to reschedule provided you let us know more than 48 hours before your original booking time. Just tell us when works better and we will find you a new slot.
Inside 48 hours, the fees in our Cancellation Policy above apply whether you cancel or reschedule. Once your cleaning professional’s day is set, that slot cannot be filled regardless of whether you rebook for later.
To make sure we can offer your preferred date, please let us know as soon as plans change.
Home Access
You are responsible for ensuring the cleaning professional can access your home at the scheduled time. If we cannot gain entry, we will attempt to reach you and wait up to 30 minutes to resolve the issue. If access cannot be obtained within that time, a full-service fee applies.
Providing a key or access code in advance is strongly recommended. It gives your cleaning professional scheduling flexibility and eliminates the risk of a missed appointment due to access issues.
Damage and Wear Policy
We care about your home. Cleaning professionals on our platform operate as licensed Washington State businesses and are reviewed based on completed job performance. Even so, accidents occasionally happen, and some surfaces respond to cleaning differently depending on their age, finish, and condition.
High-Use Surfaces and Normal Wear
Fixtures and surfaces that see daily use, including sinks, drain plugs, stovetops, ovens, toilets, appliances, baseboards, bath fixtures, and floors, naturally show wear over time. Cleaning can reveal that wear but does not always cause it.
- Peeling, fading, or flaking finishes (for example black-coated drains, brass trim, and matte fixtures).
- Chipped paint, worn coatings, or corrosion that worsens with cleaning contact.
- Soft, aging, or delicate finishes that degrade under normal handling.
- Fragile or previously damaged items not disclosed before the cleaning.
New or Recently Installed Items
If a new or recently installed item is clearly damaged as a direct result of a cleaning professional's specific action, the cleaning professional accepts direct responsibility.
Maximum reimbursement for covered damage to new or recently installed items. Each claim is reviewed individually.
Before Your Cleaning
If you have fragile, antique, recently installed, or high-value items in areas to be cleaned, or surfaces with specific product requirements, please let us know before your appointment.
Photo and Video Documentation
Cleaning professionals on our platform may photograph or record conditions inside your home at the start and end of a visit. This documentation is used exclusively for service verification and to support damage or dispute resolution if a concern is raised.
What Documentation Is Used For
- Recording the condition of your home before cleaning begins.
- Providing evidence of completed work.
- Supporting or defending damage claims raised by either party.
- Internal quality review.
What We Will Not Do
- Publish or publicly share photos or video of your home without your explicit written consent.
- Use your property images in marketing or promotional materials without your permission.
- Share documentation with any third party except as required by law or to resolve a formal dispute.
Documentation is retained for 90 days following your cleaning visit and then permanently deleted, unless a claim or dispute is open, in which case it is retained until the matter is resolved.
Situations That Prevent Cleaning
Cleaning professionals reserve the right to decline or discontinue a cleaning if the home presents unsafe or unacceptable conditions, including the presence of pests (roaches, fleas, rodents, bed bugs), accessible firearms, illegal substances, biohazardous material, or extensive pet waste. A service fee may apply in these circumstances.
If you contact us before your appointment to disclose a condition, we can work with you on next steps and no cancellation fee will apply.
If your home has any of these conditions and you are unsure, please contact us before your appointment so we can discuss next steps.
Skipping a Recurring Cleaning
If you need to skip a scheduled recurring cleaning (weekly, bi-weekly, or monthly), please notify us at least 48 hours in advance. No fee applies for skips with sufficient notice.
Home Watch and Care Services
Simply Clean offers a separate category of services called Home Watch and Care, including non-professional visual walk-throughs designed to give homeowners peace of mind while away from their property. These services include Safety Check, Storm and Leak Check, Forget Something?, Mailbox Check, and Water Plants.
Home Watch and Care services have their own dedicated policies covering scope and limitations, photo and video documentation, property access, liability, and cancellations. The cleaning service policies on this page do not apply to Home Watch and Care bookings.
This page provides a plain-language summary of key client-facing policies. It does not constitute the full agreement between you and Simply Clean. Your use of our services is governed by our Terms of Use and Privacy Policy, which take precedence in the event of any conflict with this page.
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