Insurance & guarantee

A premium service isn't measured only by the days when everything goes smoothly, but by how it responds when something isn't right. That's why your rights are set out in advance, so there's nothing to negotiate if something happens.

If you're not satisfied with any item within the confirmed scope of work, we come back and redo it at no extra cost.

• The item is part of the scope stated in your booking confirmation.
• You let us know within the period set out in our Warranty Policy, counted from when you receive your Up Report.
• The area hasn't been used or changed since handover, so we can assess it accurately.

1. Tell us

Reply to your Up Report message or contact us through any official channel.

2. Show us

Send a photo of the item so we can log it straight away.

3. Confirm

We confirm your request and agree a time to return that suits you.

4. Redo

Your specialist redoes the item, and you receive a new Up Report when it's done.

Before every visit, your specialist photographs the work area and the existing condition of your belongings. These photos give us both a clear, fair record to refer to.

If anything is damaged through the fault of an Up specialist, UpClean takes responsibility in accordance with Vietnamese law, and we agree with you whether to repair, replace or compensate. Conditions and notice periods are set out in our Warranty Policy and Terms of Service.

Details of property insurance during our visits — the insurer, coverage limits and conditions — will be published here once in place.

We will only publish insurance information once a policy is in force.

Full details are in our Warranty Policy.

• Long-standing stains, fading or wear from age: your specialist will tell you before starting if something can't be fully restored.
• Damage or defects that existed before our visit and are recorded in our as-found photos.
• Items outside the confirmed scope of work.
• Surfaces that become dirty again through normal use after handover.