Quality, Re-cleans, Refunds and Claims Policy

1. Tell Made Clean Pros directly

Contact hello@madecleanpros.com or the available account support action about missing agreed work, damage, injury, suspected theft or another concern. Include the visit reference if known and a concise description, without raw card details or unnecessary sensitive material. We remain the coordinating contact; contacting a cleaner or insurer first is not a condition. For immediate danger, use emergency services first.

Please report ordinary missed-scope issues preferably within 24 hours, while evidence and correction remain practical. For incidents, report promptly when reasonably possible, preferably within 30 days after discovery. Both are administrative targets, not contractual/statutory claim deadlines, waivers or grounds for automatic denial. A report after a target still receives fair consideration. A police report may assist an appropriate theft investigation but is not an automatic prerequisite for every complaint or civil remedy.

2. Recommended acknowledgment assessment and updates

Concrete recommendation — not an approved or activated commercial policy

Proposed operating commitment for owner review: acknowledge ordinary concerns within one business day after receipt, name a human case owner for escalated incidents, and give the next expected update within that acknowledgment. If unresolved, update the customer at least every five business days or explain a different reasonable interval agreed for the case. Urgent hazards receive prompt safety triage rather than waiting for an ordinary service target. These staffing-dependent targets are proposed, not a representation of round-the-clock monitored support.

Assess accepted scope, checklist/exceptions, relevant chronology, the customer’s account and the provider’s response. Request proportionate existing photos, item details, receipts or repair estimates where useful; missing receipts do not automatically defeat a claim. Preserve original evidence and distinguish observations from disputed allegations. No routine invasive home photography, broad personal-data request or retaliatory restriction is required.

3. Correction re-clean and refund decisions

For a substantiated missed agreed task, propose a reasonable same-scope correction, no-cost authorized re-clean, partial refund or other lawful remedy fitted to the facts. A re-clean is confirmed only after scope, customer acceptance, eligible willing capacity and timing are agreed. Do not demand unsafe access or unwanted unrelated work. If a re-clean is unsuitable or cannot reasonably be arranged, review an appropriate refund/resolution instead.

A concern is not automatically a provider admission or deduction. Any return work must have separately recorded provider agreement and compensation; no compulsory unpaid re-clean is created. A customer may accept correction while keeping a separate damage/injury issue open. No remedy depends on praise, review withdrawal, public-review permission or marketing consent. Do not describe this process as an unconditional money-back guarantee.

4. Payment during a concern

An open concern and completion/payment are separate records. Follow the accepted Model B policy: no automatic capture because the customer is silent, an optional rating is posted, or a hold is about to expire. The proposed human review examines documented agreed work, a genuine dispute, any supported undisputed amount, current authorization and lawful payment permission before a reasoned decision and receipt.

If the hold cannot safely stay valid through review, release it and seek fresh authorized arrangements as necessary rather than forcing capture to avoid expiry. A refund, bank dispute or failed collection does not automatically forfeit earned provider compensation. A service-price adjustment does not settle a property/injury loss without a separate valid settlement.

5. Damage injury theft and insurer review

We identify the relevant visit, provider/entity, attendees, facts and potentially applicable insurance. We promptly notify/tender a potentially covered claim to the relevant insurer under its actual policy, without waiting for a complete customer form or the administrative reporting target. Provider cooperation and insurer involvement do not prove fault, coverage, legal liability or that any payment will be made.

We continue Company-owned support if coverage is disputed. We communicate the proposed resolution and distinguish cleaning recovery/refund, property or injury loss, insurer decisions and legal rights. No three-times-service-price cap, insurer-first requirement, good-account-standing condition or full-service-payment prerequisite is imposed. Any settlement or release must identify its scope and receive necessary informed written approval; a cleaner or automated system cannot bind the Company, another party or an insurer.

6. Escalation and preserved remedies

Ask the assigned reviewer or email us for reconsideration with additional facts. Our internal assessment is not a final binding adjudication and does not prevent a lawful regulator complaint, insurance review, payment dispute or court remedy. Voluntary informal resolution does not toll or shorten legal deadlines.

No proposed limitation excludes legally recoverable direct property damage, bodily injury, fraud, gross negligence, willful misconduct or other non-waivable rights. Confidential incident evidence is used only for necessary support, legal/insurance review and lawful retention, not promotion. Broker/counsel must approve real coverage, tender, authority and records procedures before live services; this publication does not assert insurance exists.

Sources reused and related documents

Customer v0.2 §§9–11; readiness/claims plan; no-access procedure; later recovery/feedback implementation.

Earlier drafts and research are preserved. This revision supplies original Made Clean Pros language for this business model; competitor contracts are not adopted wholesale.

• Customer Service Agreement
• Pricing, Payment and Recurring Service Policy
• Independent Cleaning Provider Agreement
• Photos, Feedback and Public Reviews Policy
• Privacy Notice and Analytics
• Attorney Review Handoff and Decisions

Remaining review items: D2, D4, D5, D6, D7. These recommendations do not change accepted records.