The KeepShine Promise – Terms & Conditions

Last updated: 25 August 2026

At KeepShine, we believe a professional cleaning service should leave you confident and satisfied with the service you receive. We take pride in our work and want our customers to know that if something isn’t right, we will take their concerns seriously.

That commitment is behind our KeepShine Promise:

Regular customer not happy with your clean? That clean is FREE.

1. Who the KeepShine Promise Applies To

The KeepShine Promise applies only to customers receiving an active recurring cleaning service from KeepShine, such as an agreed weekly, fortnightly or other regular cleaning arrangement.

Unless KeepShine expressly confirms otherwise in writing, the Promise does not apply to one-off cleans, deep cleans, end-of-tenancy cleaning, after-builders cleaning, initial cleans, specialist cleaning or other individually quoted one-off services.

2. Reporting a Problem

Any concern must be reported to KeepShine within 24 hours of completion of the relevant cleaning visit.

The customer must explain clearly:

  • what they believe has not been cleaned satisfactorily;
  • the specific room, area or cleaning task concerned; and
  • any other information reasonably required for KeepShine to assess the issue.

KeepShine may request photographs or other reasonable evidence where this is necessary to understand or verify the concern.

Concerns reported after the 24-hour period will normally fall outside the KeepShine Promise because the condition of the property may have changed after the cleaning visit.

3. Opportunity to Put Things Right

The KeepShine Promise is intended to ensure that genuine cleaning issues are put right.

Where KeepShine considers that an agreed cleaning task has been missed or has not been completed to the required standard, KeepShine must first be given a reasonable opportunity to inspect and/or re-clean the affected area at no additional charge.

The customer must provide reasonable access to the property for this purpose.

A customer who refuses a reasonable offer to inspect or rectify the reported issue will not normally qualify for a free clean under the Promise.

4. When “That Clean is FREE” Applies

If a qualifying regular customer reports a genuine cleaning-quality issue within the required time, gives KeepShine reasonable opportunity to rectify it, and KeepShine is unable to satisfactorily resolve the substantiated issue, KeepShine will waive the charge for the affected cleaning visit.

“That clean is FREE” refers only to the charge for the particular qualifying regular cleaning visit concerned.

It does not mean that future cleaning visits are free and does not create an entitlement to free services unrelated to the affected visit.

If the visit has already been paid for, an equivalent refund or account credit may be provided, as appropriate.

5. What the Promise Covers

The Promise covers genuine cleaning-quality issues relating to tasks that formed part of the agreed cleaning service for that particular visit.

It does not extend the original cleaning specification or require KeepShine to perform additional work that was not booked or agreed.

For example, dissatisfaction because a task was not included in the agreed service does not make that cleaning visit free.

6. What the Promise Does Not Cover

The KeepShine Promise does not apply where the concern results from:

  • work or areas outside the agreed cleaning specification;
  • additional cleaning requested after the original service;
  • dirt, spills, marks, mess or contamination occurring after KeepShine completed the clean;
  • use of the area by occupants, visitors, children, pets, contractors or other persons after cleaning;
  • permanent staining, deterioration, wear and tear or pre-existing damage;
  • surfaces, fixtures or items that cannot reasonably be restored through normal cleaning;
  • inadequate access, water, electricity or other facilities required to perform the service;
  • the customer preventing KeepShine from completing agreed work;
  • unsafe conditions or circumstances preventing the cleaner from reasonably performing a task;
  • customer-supplied products or equipment affecting the cleaning result; or
  • circumstances outside KeepShine’s reasonable control.

7. Fair Use

The KeepShine Promise is provided in good faith to protect genuine customers and maintain high cleaning standards.

KeepShine reserves the right to investigate claims and may reject claims where there is reasonable evidence that they are fraudulent, misleading, unsupported, abusive or inconsistent with the agreed service.

Repeated claims may be reviewed to determine whether the cleaning arrangement remains suitable for both parties. KeepShine may discontinue future services in accordance with its general Terms & Conditions where the customer relationship can no longer reasonably continue.

8. Other Rights

The KeepShine Promise is an additional service commitment offered by KeepShine. Nothing in these terms is intended to exclude or restrict any rights or remedies that a customer has under applicable UK consumer law.

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