If, for any reason, you’re not satisfied with an UrbanYou service, we’ll do our best to make it right. Our Customer Happiness team is here to help.
- If you’re not 100% happy, we’ll return free of charge – it’s as simple as that!
- We take your feedback seriously – your ratings help us ensure that we have the best possible network of professional service providers.
This applies to all our services except End-of-Lease Cleaning. The customer must inform us within 24 hours after the service was completed that you aren't 100% satisfied with the service. We send feedback to the cleaners and arrange a re-clean.
To make a claim under our Satisfaction Guarantee, the customer shall submit a support form notifying us of the specific areas that were missed on our checklist with details and photos/video.
Once the dispute has been qualified and validated, the re-clean is arranged within 48 hours from the time of the complaint. We can also offer a partial refund where applicable or a complimentary add-on to the next service instead of a re-clean. If the original service provider cannot attend the re-clean, the cost of sending a replacement team is arranged with the original provider and deducted from their fees. The cost of a refund or complimentary extra is charged to the business that originally provided the service.
We cannot activate a Satisfaction Guarantee claim unless it is made in writing within 24 hours of the original service.