The Bond-Back Promise
If the agent or landlord picks something up in our scope within 7 days of the clean, we come back and put it right at no charge.
Guarantee
The Marigold Guarantee
If anything on the checklist was missed or not done to standard, tell us within 24 hours of your clean and we come back and re-clean those areas within 72 hours, at no charge.
The promise
What we promise
Photo-checked before we call it done
The record is made on the way out, not after a complaint. Nine at night is a bad time to discover the ensuite, and by then nobody can prove anything either way.
24 hours to tell us, 72 hours to fix it
Those areas re-cleaned, at no charge, and it does not come out of your next visit. The guarantee page sets out what each of those phrases means.
The Bond-Back Promise applies to vacate and sale cleans. The other two apply to every service.
Three steps, and none of them are a form
How to claim it
There is no claim number, no assessment to wait on and nobody coming out to inspect your complaint before it is believed.
Tell us within 24 hours
Email or call and say what is wrong. A photo helps but is not required, because we already have our own record of the visit.
We check it against the record
Your team photographed the checklist before they left. Most of the time that settles it in a minute, in your favour or ours, without anyone arguing about memory.
We re-clean within 72 hours
Those areas, at no charge. Not the whole house unless the whole house was the problem, and not at the cost of your next scheduled visit.
- Phone
- 0468 052 963
- Hours
- Monday to Friday, 9am to 5pm
Worked example
What a claim costs you
One example, on the home this site works every example through: a 3 bedroom, 2 bathroom, single storey, 100 to 200m2.
That home books at $296 a fortnightly visit. Your team cleans on the Tuesday and you get home to a shower screen that is still marked. You email that evening, well inside the window. We open the photographs taken on the way out, see the screen in them, and put a return in the diary for Thursday.
- The return visit costs you
- $0
- Your next scheduled visit
- $296, on its normal day
- Added to a later invoice
- $0
Both figures come from the rate table this site publishes, through the same function the booking form prices with. Neither is typed onto this page.
The detail
What each part means
Every phrase in the promise above, in the words we would use if you asked us to define it later.
- Within 24 hours
- After a day in a lived in home nobody can tell what was there when the team left. Inside 24 hours the photo record still means something, so that is the window.
- Those areas
- The items you tell us about, not a token gesture and not a full repeat of a clean that was mostly right. If the whole visit was the problem, the whole visit is the remedy.
- Within 72 hours
- From when you tell us, conditional on reasonable access being available in that window. If we cannot get in, we cannot re-clean.
- At no charge
- No call-out fee, no partial charge and nothing added to your next invoice. A re-clean costs you nothing.
- The checklist you booked
- The scope of the guarantee is the scope of the job. It does not cover work that was never in the checklist, condition excluded at booking, or deterioration after the visit.
The reasoning
Why we offer it
Because the alternative is asking you to inspect our work. A guarantee is what lets you stop checking the bathroom before you believe it is done, and stopping that is most of what you are actually buying.
It also costs us more to miss something than to catch it. A return trip is a second trip to the same address for no second payment, so a team that knows the guarantee exists has every reason to look properly on the way out rather than after you ring.
Behind the promise
What backs it up
101 published checks
Across 6 areas for a recurring clean, readable before you book. A guarantee over an unwritten scope is a guarantee over nothing.
A photo record of every visit
Timestamped and kept on the job record, so a claim is settled against evidence rather than against two recollections.
$10 million on every team
Every cleaning team is fully insured with $10 million public liability cover, held in its own name. We see a current certificate of currency before a team takes a job.
The scope
What it does not cover
These sit outside the checklist, and therefore outside the guarantee. Each one needs equipment we do not carry or a trade we are not licensed for.
- Window cleaning of any kind, inside or out
- Pressure washing
- Carpet steam cleaning, which we can refer on request
- Builders and post-construction cleans
- Hoarding and biohazard work
- Mould remediation beyond surface mould on tiles and grout
- Rubbish removal
- Garden and lawn work
- Repairs, painting and patching
Read the guarantee clause in the termsWhy we guarantee it at all
Questions
Questions about the guarantee
Do I get a refund instead of a re-clean
The guarantee is a re-clean. We would rather fix the job than pay you to live with it. Separately from this guarantee, your rights under the Australian Consumer Law cannot be excluded, and clause 8 of our terms sets out what they are.
What if the problem is outside the checklist
Then it is not something we said we would do, and it is not covered. The checklist for every service is published before you book for exactly this reason. If you want something that is not on it, add it when you book or ask us.
Does the guarantee cover my bond
It covers the clean, not the bond. If your agent or landlord picks something up in our scope within 7 days of a vacate clean, we come back and put it right at no charge. What the agent decides about the bond is between you and them.
Are your cleaners insured
Yes. Every team that cleans your home carries its own public liability insurance with a minimum of $10 million cover. We verify a current certificate of currency before any team takes a job.
What if something in my home is damaged
Tell us within 48 hours with photographs. We will look at the record from the visit, talk to the team and come back to you with an outcome, rather than leaving you to chase it. The claim sits against that team's cover, and clause 8 of the terms sets out how.
Is there a lock in contract
No. A recurring plan is a standing booking, not a term. Pause it or stop it whenever you like, with more than 24 hours notice before a visit so nobody has turned down work for nothing.
Ready when you are
Book with confidence
Across 64 suburbs in west Brisbane, with a published scope, a photographed result and a re-clean if it falls short.
Book Now