Our promise
Missed something? We come back and fix it.
Tell us within 24 hours of a clean, and we'll come back and fix anything on your checklist that we missed: within 1 business day, or on your next scheduled visit if that's sooner, at no charge.
Or email hello@gentletouchcleaningva.com. Every report gets a reply, even after the window closes.
How the Re-clean Promise works
Tell us, we confirm, we fix it.
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Tell us within 24 hours
Use the form below, a text or an email. Say where it is and what you noticed. A photo of each spot helps us bring the right tools.
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We confirm
We reply within 2 business hours to confirm what we'll fix and when, and how we'll get in if it falls outside your usual cleaning window.
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We fix it, and tell you
Within 1 business day, or on your next scheduled visit if that's sooner, at no charge. You hear from us when it's done.
Something your staff or customers will run into first thing? An empty paper-towel dispenser before you open, or a restroom left unfinished: call or text (540) 505-1295 as well as sending the form, so we see it sooner.
What it covers
What the promise covers, and what it doesn't.
The promise is tied to your written scope, so you always know what counts. See our scope checklists.
Covered
- Anything on your written scope for that visit that we missed or didn't finish well
- Restocking that's part of your scope: paper towels, toilet paper, soap or liners we should have refilled
- Post-construction cleans: anything on that phase's written scope, reported within 24 hours and before other trades are back in the space
Not covered
- Tasks that aren't on your written scope. We're glad to quote them, as a one-time job or an addition to your scope.
- Messes made after we left, by staff, tenants, visitors, events, trades or the weather
- Conditions we noted at the walkthrough, such as worn finishes, set-in stains, etched glass or stained grout
- Floor projects such as stripping, refinishing or carpet extraction. Each has its own test spot and sign-off.
- Areas we couldn't get into, or that you asked us to skip that night
- Work we don't do at all, such as biohazard cleanup or regulated medical waste. What we don't do
Past the 24-hour window? Tell us anyway. We look at every report, and we would much rather know.
Draft · review with a Virginia attorney before launch.
What else you can count on
Commitments you can hold us to.
No slogans and no statistics. Just the things we do for every client, for as long as you're a client, and not only in the first few months.
- Fast repliesWe reply within 2 business hours. Messages after hours get a reply by 9am the next business day.
- Quality walks with you[Owner's first name] walks your space with you after your first week, then monthly, and sends a short written note after each walk.
- Supervisor inspectionsBetween quality walks, a supervisor checks your space against your written scope without notice to the crew [confirm unannounced supervisor inspections and how often, for example twice a month], and we fix what they find before you have to ask.
- Familiar faces[Confirm: the same assigned crew each visit, and we tell you before it changes]
- Easy to endMonth-to-month service. End it any time with 30 days' notice by email, text or our online form.
- Paperwork readyCertificate of insurance and W-9 on request, usually the same business day. Request them here. Insurance: [Insurance: general-liability carrier; limits go on the COI only]
If something goes wrong
You'll hear it from us first.
When something goes wrong on site, you should hear it from us before you find it yourself. Here is what we do in each case.
Tell us once. We'll take it from there.
- A missed visitIf we have to miss a scheduled clean, we tell you the same day and offer a make-up visit. [confirm same-day notice and a make-up visit]
- DamageIf something is damaged while we're working, we tell you the same day, with photos. If you find damage we didn't mention, send photos within 24 hours of the visit.
- Lock-upIf a door, the lights or the alarm weren't left the way your lock-up plan says, we tell you as soon as we know. If you spot it first, call or text us right away.
- A lost keyIf we ever lose a key to your space, we tell you within 2 hours, so you can decide whether to rekey.
Re-clean request
Tell us what we missed.
One or two photos of each spot is plenty. Easier from your phone? Text them to us instead.
- No charge for the return visit
- We confirm what we'll fix and when
- We tell you when it's done
- One-time or post-construction clean? Tell us before the space is back in use or the next trade arrives.
Please share codes in person or by phone, never in a web form.
Thank you for telling us.
We reply within 2 business hours to confirm what we'll fix and when, and we'll let you know when it's done.
Ready when you are
Let's walk your space.
Tell us a little about it and we'll set up a free walkthrough. Your written scope and quote follow within 2 business days. We reply within 2 business hours.
Or call (540) 505-1295 · Office Mon–Fri 8am–6pm