48-Hour Service Guarantee
Last updated: 29 September 2026
At Cleaning Doctor, we aim to provide reliable cleaning, clear communication and consistent service for every customer.
If an agreed cleaning task has been missed, our 48-hour re-clean assurance gives you a straightforward way to let us know and have the concern reviewed.
Our 48-Hour Re-Clean Assurance
If something included in your confirmed cleaning scope has been missed, contact us within 48 hours of the service being completed.
Please provide:
Your name and service address
The date of the cleaning service
A clear description of the concern
Photos of the affected area where possible
We will review the information and, where the concern is covered, arrange a reasonable opportunity to inspect or re-clean the missed area.
What the Guarantee Covers
The guarantee applies to genuine cleaning omissions involving tasks included in your accepted quote or confirmed booking.
Examples may include:
Dusting or wiping missed on an included surface
An agreed bathroom or kitchen task that was overlooked
Floor cleaning missed in an included area
An item missed from the confirmed cleaning checklist
What the Guarantee Does Not Cover
The guarantee does not apply to:
Work that was not included in the accepted quote
Permanent stains, marks or discolouration
Existing damage, deterioration or ordinary wear and tear
Mould, rust, hard-water damage or damaged surface finishes
Areas that were unsafe, inaccessible, blocked or heavily cluttered
Items requiring specialist treatment that was not included
Results that cannot reasonably be achieved through the quoted cleaning method
New mess, re-soiling or damage occurring after the service
Concerns reported more than 48 hours after completion, unless applicable law requires otherwise
Re-Clean Before Refund
When a covered concern is reported within 48 hours, our first remedy will normally be to inspect or re-clean the missed area.
Refunds will not normally be provided when Cleaning Doctor has not been given a reasonable opportunity to review and correct the concern.
Any refund request will be considered according to the circumstances and applicable New Zealand consumer law.
Access for a Re-Clean
If a return visit is arranged, you must provide safe and reasonable access to the property at the agreed time.
We may be unable to complete the re-clean if access is unavailable, the affected area has changed or another person has cleaned or altered the area before our inspection.
Reporting Damage
Suspected damage should be reported as soon as reasonably possible, with photos and relevant details.
Damage concerns are assessed separately from missed cleaning tasks and are not automatically covered by the 48-hour re-clean assurance.
Your Consumer Rights
This guarantee supports our commitment to resolving genuine cleaning concerns. It does not limit any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
Our Commitment
We are committed to fair communication and professional cleaning standards.
If you have a concern after your service, contact us promptly so our team can review it and work towards a reasonable resolution.
Contact Us
To report a concern, contact:
Cleaning Doctor Limited
Email: info@cleaningdoctorauckland.co.nz
Free phone: 0800 555 440
Website: cleaningdoctorauckland.co.nz