Key takeaways
- A guarantee only matters if it is written, specific and easy to use.
- Look for a re-clean window, a clear reporting method and a defined cure period.
- Be careful with vague promises such as 'satisfaction guaranteed' with no terms.
Almost every cleaning company says it guarantees its work. The useful question is what the guarantee actually promises.
What a good guarantee includes
- A re-clean promise. If a task in the agreed scope was missed, the company returns and fixes it at no extra charge, within a stated time such as 24 hours.
- A clear way to report. A phone number, email or app where you can report an issue, and a named person who responds.
- A cure period. A set number of days for the company to fix repeated problems before you can end the contract.
- A link to the scope. The guarantee applies to the written scope, so the scope needs to be specific. See the contract checklist.
- Documentation. Photos or notes of the issue and the fix.
What to be careful about
- Promises that are not in the contract.
- Guarantees that exclude most real problems.
- Short claim windows that are hard to meet.
- A guarantee that covers the clean but not damage. Check insurance too, as explained in commercial cleaning insurance.
How to use a guarantee well
- Report problems quickly, in writing, with a photo.
- Give the company a fair chance to fix it within the agreed time.
- Keep a short log of issues and responses.
- If problems repeat, follow the process in when commercial cleaning falls short.
Ask before you sign
- What exactly do you guarantee, and for how long?
- How do I report a problem, and how fast will you respond?
- What happens if the same issue returns?
- Is this in the contract?
A confident company will answer clearly and put it in writing.