Every Simply Maid clean comes with a 48-hour happiness guarantee (72 hours for recurring customers). If a customer isn't happy, we go back and fix it.
A low rating (1–2 stars)
The customer can ask for a reclean of the areas they flagged — not the whole home.
You'll get a link: Make it right with {customer}. Pick a day and time to go back within the window shown. The customer confirms.
Pay for that job goes on hold until the reclean is marked complete. It releases automatically the moment you complete it — and it also releases if the customer declines the reclean or doesn't respond. Tips are never held.
If you don't propose a time, or you confirm a reclean and don't turn up, the held pay goes to our team for review.
The reclean is unpaid because you're finishing the job you were already paid for. There are no fines, late fees or revisit charges — the platform doesn't have them.
A 3–4 star rating
No reclean. Read the comment, take it on board, and move on. One average review among many good ones won't move your tier.
Refunds
If we refund a customer because the standard wasn't met, the refund comes from Simply Maid's side, not your pay — unless the job is being recleaned as above.
The mindset
Feedback isn't punishment. It tells you exactly what one customer noticed, and the next customer will notice the same thing. The best way to avoid recleans is the walk-through before you leave.
