Guarantee and insurance
If we miss anything, we'll put it right. And everything in your home is protected while we work.
THE SANDHILLS GUARANTEE
If we miss something, we'll put it right, free.
This covers every clean, including regular cleans. Send us photos within 24 hours and we'll put it right. For end of tenancy cleans you have 72 hours, or until the inventory check if that comes first.
What the guarantee covers
Covers every clean: regular, deep, end of tenancy and office. Every task on the checklist for the clean you booked, plus any extras you booked.
How it works: email us clear photos of the issue within the time above, before the area is used again. Please don't re-clean it yourself first. We check your photos against our own before and after photos, and if a task was missed, we put it right: usually with a return visit at a time we offer you, or for smaller issues and homes further away, a partial refund for that task. Each issue is put right once.
Our choice of fix: we decide whether a return visit or a partial refund is the fairest fix, and the refund amount, based on the size of the missed task. We don't pay for another cleaner you arrange.
Not covered:
- Tasks that aren't on the checklist or weren't booked
- Claims our photos and notes show aren't a missed task
- Areas we couldn't reach, such as locked rooms, cluttered surfaces, or anywhere you asked us to skip
- Anything that has been used or got dirty again since the clean
- Stains that won't come out, damage, and wear and tear
- Anything we agreed with you on the day couldn't be done in the time booked
- End of tenancy cleans where the home has been lived in, or belongings moved back in, since the clean
This guarantee is in addition to your statutory rights. Full guarantee terms
- Checks
- Our owner holds a current DBS check, and you can ask to see it.
- Keys
- Stored securely and labelled with a code, never your address.
- Payment
- A secure card payment link after each clean, Direct Debit for regular clients, or bank transfer.
- Changes
- Move or cancel with 48 hours' notice at no charge. With less notice, or if we can't get in, a £35 call-out charge applies.
Insured for more than most.
Many local cleaners carry basic public liability cover, or don't say what they have. We hold all of this, and we'll send you the certificates on request.
| Cover | What it means for you |
|---|---|
| Public liability£5 million | If anything in your home is accidentally damaged, or someone is hurt, it's paid for. |
| Fidelity guaranteeBonded | You're protected against theft by any member of our team. |
| Key cover | If one of your keys is ever lost, the cost of changing your locks is covered. |
| Employers' liability | If one of our team is hurt while working in your home, our insurance deals with it, not you. |