Complaints procedure

Send an email to klachten@getcleaners.nl with: • Your name and email • The booking reference (BK-XXXXXXXX) • A description of the complaint • Any photos or evidence You'll receive an acknowledgment within 2 business days.

We investigate every complaint carefully. Depending on the nature: • Quality complaint: we offer a free reclean or full refund. • Damage: we activate the insurance (covered up to €300,000 per visit). • Conduct complaint: we contact the cleaner and take appropriate action.

We aim to resolve every complaint within 14 days. For complex cases (e.g., damage claims), we'll inform you of the expected processing time.

If you report a complaint within 24 hours of the clean: • We arrange a free reclean, or • You receive a full refund. This guarantee applies to every booking via the Platform.

Can't reach an agreement? You can file a complaint with the European ODR platform (ec.europa.eu/odr) or the Dutch Consumer Disputes Committee (Geschillencommissie Thuiswinkel).

cleaners B.V. Email: klachten@getcleaners.nl Response time: 2 business days