Miracle Maid is committed to delivering exceptional cleaning services with reliability and care. We offer a 100% Satisfaction Guarantee to ensure our customers feel secure, confident, and fully satisfied with the quality of our work.

Below are the details of our Satisfaction Guarantee, clearly outlined per service category:

1. General Cleaning, Deep Cleaning, Move-in Cleaning, and Hourly Cleaning Services

Reporting and Re-cleaning Process:

• If you are not completely satisfied with the service provided, you must notify Miracle Maid within 24 hours of the service completion.
• You must clearly outline your concerns, providing specific details and photographic evidence of the unsatisfactory areas.
• Upon receiving your notification, we will schedule a complimentary re-clean of the identified areas at our earliest available appointment, typically within the next 1–3 business days.
• Re-cleaning must be completed within 7 business days from the initial service date to qualify under this guarantee.

Limitations:

• The Satisfaction Guarantee does not apply if:
• The service was incorrectly booked (e.g., General Cleaning booked instead of End-of-Lease Cleaning).
• Issues arise due to circumstances beyond our control (e.g., lack of electricity or water, restricted access to property).
• Additional services were not selected during booking, but are expected after service completion.
• It is the customer’s responsibility to book the correct service type. The guarantee does not apply if the service booked does not match the condition or requirements of the property (e.g., End-of-Lease clean booked as General Cleaning).

2. End-of-Lease Cleaning Services (Bond Back Guarantee)

Reporting and Re-cleaning Process:

• You must notify Miracle Maid of any issues or concerns within 72 hours of the completion of your End-of-Lease Cleaning.
• Detailed photographic evidence must accompany your notification, clearly documenting unsatisfactory areas covered within the original booking checklist.
• Miracle Maid will arrange one complimentary re-clean of the reported areas at the earliest available appointment, within 5 business days.

Bond Back Guarantee Limitations:

• The guarantee covers only services included within the original End-of-Lease checklist. Any areas or services not initially booked are not covered.
• The property must be fully vacated and empty (no personal belongings, furniture, boxes, or rubbish) for the guarantee to apply.
• Late notifications (beyond the 72-hour window) will incur additional charges as outlined in our Late Notification Policy.

3. Conditions and Exclusions for All Services

• Miracle Maid reserves the right to assess, verify, and approve all claims based on the photographic evidence provided.
• Claims made without photographic evidence or outside the applicable reporting period do not qualify under this guarantee.
• Our guarantee strictly provides a complimentary re-clean of the areas in question. Monetary compensation, credits, or free additional services are not offered unless Miracle Maid cannot reasonably rectify the issue.
• If the customer refuses the offered re-clean, or hires a third-party provider before Miracle Maid has had a reasonable opportunity to address the issue, the Satisfaction Guarantee will be considered void.

4. Abuse or Misuse of Satisfaction Guarantee

• Customers agree that threats of negative reviews, legal action, or other coercive behaviour intended to secure refunds or benefits outside our procedures constitute libel, blackmail, or bad faith conduct.
• Such behaviour may void all guarantees, result in permanent service suspension, and be subject to legal recourse under defamation or extortion law. All evidence will be preserved for legal defence purposes.

By booking any service with Miracle Maid, you acknowledge and agree to adhere to the terms set forth in this Satisfaction Guarantee.

Our goal is always to provide service excellence, resolve valid concerns swiftly, and maintain professional integrity — for you and for our team.