Manchester · Greater Manchester · South East London

Our Satisfaction Guarantee Free Re-Clean Promise

We want every clean to be right first time. If any area falls short of the standard you were promised, tell us within 48 hours and we will return to re-clean it free of charge — and if we still miss the mark, we will put it right with a fair refund. This is how the guarantee works.

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Our promise

Right First Time — or We Come Back Free

Every MSG Cleaners visit is carried out by trained, insured cleaners working to an agreed checklist. If you find an area that has been missed or not cleaned to the standard agreed, you are covered by our re-clean guarantee: report it within 48 hours of the clean and we will return to re-clean the affected areas free of charge, usually within 24–72 hours of your report.

For end of tenancy cleans, the window is extended to 72 hours so it lines up with your check-out inspection. If your landlord or letting agent raises cleaning issues in the check-out report, send it to us and we will return and re-clean the flagged areas free — and we are happy to liaise with the agent directly.

If, after our free re-clean, the affected areas still do not meet the agreed standard, we will refund a fair proportion of your payment reflecting the areas affected — up to a full refund where appropriate. Refunds are made to your original payment method within 14 days.

How it works

Raising an Issue Takes Two Minutes

Tell Us Within 48 Hours

Call 03330540291, WhatsApp +44 7599 887340 or email info@msgcleaners.co.uk with your address, the date of the clean and the areas affected. Photos help us act faster.

Free Re-Clean Booked

We review it the same day and book your free return visit, usually within 24–72 hours, at a time that suits you. The re-clean covers the reported areas at no cost to you.

Still Not Right? Fair Refund

If the re-clean still doesn’t meet the agreed standard, we refund a fair proportion of the price for the affected areas — up to a full refund where appropriate — within 14 days.

The detail

What the Guarantee Covers

Any area included in your agreed service or checklist that was missed or not cleaned to standard

End of tenancy issues raised in a landlord or agent check-out report within 72 hours

A free return re-clean of the reported areas — no quibble, no call-out charge

A fair partial or full refund if the re-clean still falls short

What it doesn’t cover

Damage or staining that cleaning cannot remove (for example permanent carpet stains, scorched limescale, paint on surfaces, or general wear and tear); rooms or items we could not access or that were left heavily cluttered at the time of the clean; mess or use of the property after our team has left; areas that were not part of the agreed service; and issues reported after the 48-hour window (72 hours for end of tenancy). Where a problem falls outside the guarantee we will always tell you why, and where we can help — for example with a specialist treatment — we will quote for it honestly.

This guarantee is offered in addition to your legal rights and does not affect your statutory rights under the Consumer Rights Act 2015.