Warranty Policy

This policy applies to all services provided by Uptech Technology Solution Company Limited (“UpClean”) to individuals, households and businesses, including one-off services and the Up Home membership. For business contracts, any specific terms in the contract take precedence.

The scope of work covered is the scope stated in your booking confirmation or contract, together with any changes you have approved in writing.

Within 48 hours of receiving your Up Report, if any item within the scope of work falls short of the Up Standard or you're not satisfied with it, we will redo that item free of charge.

• Let us know within the period above, with a photo of the item where possible.
• The area should not have been used or changed in a way that alters its condition since handover.
• The re-clean is scheduled at a time that suits you.
• We continue until the item meets the Up Standard, and record the result in a new Up Report.

• If your specialist arrives more than 15 minutes after the confirmed appointment time, the invoice for that visit is reduced by 10%.
• We apply the reduction automatically — you don't need to ask.
• Time spent at building reception completing access procedures does not count as late, provided your specialist arrived and notified you on time.
• The guarantee does not apply where the appointment time was changed with your agreement, or in a force majeure event as defined by Vietnamese law.

We only charge the all-inclusive price quoted. Any additional cost you have not approved in writing (including by WhatsApp, Zalo or email) will not be charged. If it has been charged in error, we refund it in full under our Cancellation & Refund Policy.

• Before starting, your specialist photographs the work area and the existing condition of your belongings.
• If anything is damaged, please tell us within 24 hours of receiving your Up Report, with photos.
• We compare the as-found photos and Up Report and share our findings with you.
• Where damage was caused by an Up specialist's fault, UpClean takes responsibility in accordance with Vietnamese law, and we agree with you whether to repair, replace or compensate.
• Details of property insurance will be published once in place.

• Items outside the confirmed scope of work.
• Damage or defects that existed before our visit and are recorded in our as-found photos.
• Long-standing stains, fading or material ageing that your specialist told you in advance could not be fully restored.
• Surfaces that become dirty again through normal use after handover.
• Damage caused by not following advice we gave you — for example, using a surface before it has dried.
• Requests made after the periods set out in this policy.

Reply to your Up Report message, or contact us by phone 0968 726 135, WhatsApp +84 968 726 135, Zalo 0968 726 135 or email [email protected]. We will acknowledge your request within 4 business hours and let you know how we will resolve it.

This policy takes effect from the date it is published on upclean.vn. We may update it from time to time; a new version applies to bookings confirmed after its publication date. Bookings confirmed earlier remain under the version in force when they were confirmed.