Policies & compliance
Customer Satisfaction Guaranteed policy
What our guarantee actually promises, the window you have to tell us something is wrong, the remedies we offer, and the situations it does not cover. Written plainly so you know where you stand before the crew arrives.
- Last reviewed: August 2026
- Next review: August 2027
- Consumer Rights Act 2015
- Hello Services Ltd · UK-wide
The promise in one paragraph
If the work we carried out does not match the written scope you agreed, tell us inside the reporting window and we will return and put it right at no extra cost. Where a return visit is not practical, we agree a partial refund or credit instead. The guarantee applies to the work described on your quote or booking confirmation, and it never replaces your legal rights.
What the guarantee covers
Work missed or below the agreed scope
If an item on the written scope was not completed, or was completed to a standard below what we described when you booked, we return and finish it at no extra charge.
Workmanship on handyman and assembly jobs
Fixings, assembly and installation work carried out by our crews is covered against faulty workmanship for 12 months from the completion date.
Cleaning results within the return window
Report a cleaning shortfall within 48 hours of completion, before the property is re-occupied or re-let, and we re-clean the affected areas.
Damage caused by our team
Accidental damage caused by our operatives is handled through our public liability insurance, separately from this guarantee.
How to raise an issue
1. Tell us within the window
Call +44 20 3633 4555 or reply to your booking email. Cleaning issues: within 48 hours. Workmanship: any time inside 12 months.
2. Send photos and the job reference
Photos of the affected area and your job reference let us match the complaint to the crew, the scope and the checklist used on the day.
3. We respond in one working day
We confirm whether the issue falls inside the guarantee, and offer a return visit date or an alternative remedy in writing.
4. Remedy, then close-out
After the return visit we ask you to confirm the outcome in writing so the job is closed with a documented result.
Remedies we offer
In order: a return visit to complete or redo the affected work; if that is not practical, a partial refund or account credit proportionate to the shortfall; and where a booking was not delivered at all, a full refund of the amount paid for it. Remedies are agreed in writing before the return visit is booked, so both sides know what "put right" means on your job.
Limitations and exclusions
- Pre-existing wear, staining, scorching, hard-water etching, permanent discolouration and damage that a clean cannot reverse.
- Work explicitly excluded from the written quote, added verbally on the day without a revised quote, or refused by you at the time.
- Results that could not be achieved because access, power, water, parking or keys were unavailable on the day.
- Issues reported after the stated window (48 hours for cleaning, 12 months for workmanship), or after third parties have altered or re-worked the same area.
- Deterioration after completion caused by normal use, other trades, pets, tenants or weather.
- Consequential losses such as lost rent, deposit deductions, missed appointments or removal-day delays.
Your statutory rights
This guarantee is given voluntarily and in addition to your rights under the Consumer Rights Act 2015, which entitles you to a repeat performance, and in some cases a price reduction, where a service is not carried out with reasonable care and skill. Full contractual detail sits in our terms and conditions and our complaints and cancellations policy.
Frequently asked questions.
Does “Customer Satisfaction Guaranteed” mean an automatic refund?
No. The guarantee is a put-it-right promise: our first remedy is always to return and complete or redo the affected work at no extra cost. A partial refund or credit is offered where a return visit is not practical or you no longer have access to the property.
How long do I have to report a problem?
Cleaning work must be reported within 48 hours of completion and before the property is re-occupied or re-let. Handyman, assembly and installation workmanship is covered for 12 months from the completion date.
Is a deposit or payment held back under the guarantee?
Standard domestic bookings are paid on completion, so nothing needs to be withheld. Larger removals and clearances follow the deposit terms set out in your written quote and in our terms and conditions.
What if the result was impossible because of the condition of the property?
Where a surface is permanently damaged, scorched, etched or worn, we tell you before or during the job and note it on the paperwork. Those conditions sit outside the guarantee, but the rest of the scope remains covered.
Does the guarantee cover damage to my property?
Accidental damage is handled through our public liability insurance rather than this guarantee. Report it the same way and we will open an insurance claim alongside any remedial work.
Do I need to be at the property for the return visit?
Not always. If we can access the property the same way we did on the original job — key safe, letting agent, concierge or a neighbour — the return visit can go ahead without you. We confirm the access arrangement in writing before booking it.
Does the guarantee apply to commercial and landlord bookings?
Yes. Office cleans, end-of-tenancy work and commercial clearances are covered on the same terms, reported through your account contact. Where a managing agent booked the job, we agree the remedy with the account holder named on the quote.
Does the guarantee affect my legal rights?
No. It sits on top of your rights under the Consumer Rights Act 2015 and does not limit them. Nothing in this policy removes your right to a repeat performance, price reduction or refund where the law provides one.
Related policies
- Terms and conditionsQuotes, payment, access, liability and cancellation — the full contractual terms behind every booking.
- Complaints and cancellationsNotice periods, rescheduling and how a formal complaint is escalated if a return visit does not settle it.
- Trust and credentialsInsurance cover, vetting, training and the checks behind the crews who turn up at your door.
Who wrote this page
Reviewed by Sarbaz Hassan, Operations Director — .
Written from the return-visit log, complaint records and quote paperwork our own crews and office team work to.
- Company no. 11855405
- VAT no. GB 331 4560 12
- Goods-in-transit & public liability insured
- DBS-checked crews
- Licensed waste carrier
What customers say about our work
4.5 ★ from 3,131 Trustpilot reviewsBogdan from Cambridge was exceptionally good. He went above and beyond our expectations, he cleaned every part of the house we requested and the carpets look brand new, as well as the taps, toilet and everywhere else. He was very polite and respectful, friendly. I would really recommend his services, and is an absolute asset… Read in full →
I hired hello services for a deep house cleaning. The crew MIA and Dimitri arrived on time, asked to see the house, asked if there is anything I would like to mention to them, they started on time. Overall they were very thorough, took their time to make sure that everything was clean as needed.… Read in full →
Very happy with the standard of cleaning, would definitely recommend its very important to get a thorough clean done by professionals. We also get them to to do other bits here and there which is excellent! staff very friendly and trustworthy and Sadar is very pleasant and makes sure anything additional requested is done. Thanks… Read in full →
Quoted verbatim from reviews customers left on our public Google and Trustpilot profiles. Nothing is edited, shortened beyond the link above, or written by us.