At Renlix, we are committed to delivering a high standard of cleaning across every service we provide. This policy outlines your rights and our approach to resolving any concerns in line with UK consumer standards.
Our Commitment
We aim to deliver all services with reasonable care and skill, in accordance with the Consumer Rights Act 2015.
If a service does not meet this standard, you may be entitled to a remedy as outlined below.
Reporting an Issue
If you are not satisfied with any aspect of your service, you must notify us within 24 hours of completion.
This allows us to assess the issue accurately and provide a fair resolution.
Failure to report issues within this timeframe may affect our ability to offer a re-clean or refund.
Our Resolution Process
Where a concern is raised, Renlix will assess the issue and, where appropriate, offer one of the following:
- A free re-clean of the affected area
- A partial refund where the issue is limited in scope
- A full refund in rare cases where the service has not been carried out with reasonable care and skill
We reserve the right to determine the most appropriate resolution based on the circumstances.
Where possible, we aim to resolve concerns through a re-clean before issuing a refund.
Before & After Quality Assurance
For quality assurance, training, and dispute resolution purposes, Renlix may take before and after photographs of the property.
These images are used solely to:
- verify service standards
- review reported issues
- protect both the customer and our team
Service Limitations
Refunds or re-cleans may not be provided where:
- The issue was not reported within 24 hours
- The condition of the property has changed after the service
- Access was restricted or incomplete during the service
- The issue falls outside the agreed service scope
- Pre-existing damage, wear, or staining could not be improved
- Pets were not secured or appropriately managed
- Undisclosed alarms, security systems, or access restrictions affected the service
- Parking issues, access delays, or building restrictions prevented us from delivering the agreed service as booked.
- An adult aged 18 or over was not present and no prior access arrangements were agreed
- Children or vulnerable individuals were not appropriately supervised during the service
If children or vulnerable individuals are present at the property during the service, they must be appropriately supervised by a responsible adult at all times.
Renlix reserves the right to pause or discontinue the service if the environment is deemed unsafe or unsuitable for our team and/or the property.
We also reserve the right to revise pricing where the scope of work differs materially from the original booking description.
Cancellations & Rescheduling
We understand that plans can change. However, we require a minimum of 24 hours’ notice for cancellations or rescheduling.
- Less than 24 hours’ notice: may incur a charge of up to 50% of the booking value
- Same-day cancellations or no-shows: may be charged up to 100% of the booking value
These charges reflect the loss of reserved time and operational costs.
Right to Refuse Service
Renlix reserves the right to refuse or discontinue a service where:
- Conditions are unsafe or unsuitable
- The property differs significantly from the original booking description
- Access is not provided at the agreed time
In such cases, a cancellation fee may still apply.
Refund Processing
Where a refund is agreed, it will be processed using the original payment method within a reasonable timeframe.
Your Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Need Assistance?
If you have any questions or concerns, please contact us via our website. Our team will respond as promptly as possible.