CARE & COVER / HAPPINESS GUARANTEE
Something missed?
Let’s talk.
Your clean should make life feel a little easier. If an area needs more attention, tell us. Our Happiness Guarantee gives you a clear way to ask for it to be put right.
It’s a service guarantee: a complimentary re-clean of the areas you raise, subject to the conditions below.
A CLEAR WAY TO GET HELP
A clear path to a re-clean.
A quick guide to raising a concern. The full process and conditions follow below.
01
Tell us what happened.
Contact the team within 48 hours of the service. Include your booking details and describe the concern.
02
We review the details.
The team checks the booked scope and the applicable terms. Photos or further information may be needed.
03
Arrange the next step.
For an eligible concern, the team arranges a complimentary re-clean of the areas raised. The full terms explain timing and any further review.
Reporting within 48 hours is different from the timing of a return visit. Conditions and exclusions apply; see the full terms for your situation.
FROM CONCERN TO NEXT STEP
A little attention
where it’s needed.
The service terms set out this process for a concern about your clean.
Read the Happiness Guarantee termsTell us within 48 hours
Contact Simply Maid within 48 hours of the original clean, including move-in or move-out cleans. Describe the specific areas that need attention. We may ask for photos.
Arrange the complimentary re-clean
For an eligible request, we’ll schedule a re-clean at no extra cost to address those areas. The terms say it will be completed within seven business days of the original service.
Let us know how it went
If you’re still unhappy after the re-clean, we’ll review your concerns and provide a fair credit or refund, as set out in the terms. This is not an automatic full refund for every complaint.
WHAT TO KNOW
The areas you booked.
The care you expected.
The re-clean addresses the specific concerns with your original service. It doesn’t add tasks that weren’t part of the booking.
When the Happiness Guarantee doesn’t apply
- The service couldn’t be completed as booked because of customer-side issues, such as no access, water or electricity.
- The scope of work changed after the booking was placed.
Care & Cover is for cleans booked, completed and paid through Simply Maid. Off-platform arrangements are not included.
These processes do not limit rights or remedies that cannot be excluded under Australian Consumer Law. Read about your consumer rights.
A LITTLE MORE CLARITY
Good questions.
Clear answers.
Is the re-clean free?
Yes. The Happiness Guarantee provides a complimentary re-clean for eligible concerns reported within 48 hours. It addresses the specific areas of concern from the original booking. See the conditions.
Will the same cleaner come back?
The published Care & Cover page describes the same cleaner returning; the service terms say the team will return. Ask support to confirm who will attend when arranging your re-clean.
Can I get a refund?
Under the Happiness Guarantee, a re-clean comes first. If you’re still unhappy afterwards, the terms say we’ll review your concerns and provide a fair credit or refund. Your rights under Australian Consumer Law remain in place.
What if I notice the issue after 48 hours?
Contact the team and explain when you noticed it. The published guarantee requires reporting within 48 hours, so a complimentary re-clean outside that window isn’t promised. This deadline does not limit rights that cannot be excluded under Australian Consumer Law.
What if an item is damaged as well?
Tell us about both issues. A damage claim follows a separate process: email or call within 48 hours with a photo and a reasonable damage estimate. Read the damage reporting steps.
What if my concern still isn’t resolved?
Contact the support team to request a further review. The terms describe an internal resolution process and options for independent dispute resolution or your state or territory consumer affairs body. Read the dispute resolution terms.
SOMEONE TO TURN TO
Tell us what
needs a hand.
You don’t need to have all the answers. Contact the team within 48 hours of your clean and tell us what needs attention.
Helpful to have ready
- Your booking date and contact details
- A description of the areas or items affected
- Photos, plus a reasonable damage estimate if something is damaged
MORE ROOM FOR LIFE
A home to enjoy.
A little less to do.
Find the clean that fits your home, and review your price before you book.