Free Re-Clean Policy (BCG #009)
As stated on our website:
"Our Happiness Guarantee represents our commitment to you. Should you have a concern with the cleaning service you have received, we will work with you to make it right by offering a re-clean of areas of concern".
All contractors agree when signing a contract with Beyond Cleaning Group to guarantee the quality of their work and provide free re-cleaning of 'areas of concern' when a complaint is received by a customer regarding the quality of work.
Customers must notify Beyond Cleaning Group about their concerns within 48 hours of completion of work via any of our modes of contact.
Re-cleans will not be performed if:
- The cleaner contacted the BCG office or spoke directly to the customer to let them know that the booking duration was insufficient to provide quality service AND the customer declined the option to add more time.
- It was a partial bond clean and was not in an area that the cleaners marked as completed.
'Areas of concern' means any area in the home or premises, within our discussed scope of work or within the 'What's Included in a Residential Clean?' section on our website, that was not cleaned to a satisfactory standard; and the cleaner did not communicate to the office and did not communicate to the customer a valid reason for the incomplete state of their work.
Customer satisfaction is a top priority, however, we do reserve the right to refuse free re-cleaning on behalf of the cleaner if we feel the complaint is unreasonable. Our intention is to act as a mediator between cleaner and customer, to manage the relationship and any difficulties that may arise, and to find an outcome that is favorable and fair to both parties.
© Beyond Cleaning Group 2019