Book with Confidence

If you are not completely satisfied with your clean, let us know within 24 hours of the service being completed. We will work with you to make it right.

The satisfaction guarantee applies to all service types. Claims must be submitted within 24 hours of the cleaning being completed.

For your first booking with any new cleaner, your payment is held securely. The cleaner only receives payment after the job is completed and you are satisfied.

Once you have an established relationship with a cleaner (after your first successful booking), payments are processed directly for faster payouts.

Every clean is protected by two layers of cover. All cleaners on the Rena platform are required to hold their own valid public liability insurance, verified before they can take bookings and tracked for expiry. On top of that, Rena carries its own insurance cover, so you are never relying on a single policy.

In the event of damage, report it through your booking page within 48 hours. Our team will coordinate the claim: with the cleaner and their insurer in the first instance, backed by Rena's own cover.

If specific areas of your home were not cleaned to the agreed standard and your claim meets our in-house criteria, we will issue a full refund. We are also happy to help you re-book another cleaner if you would like.

We understand plans change. Our cancellation policy is designed to be fair to both customers and cleaners.

Every booking starts with a free-cancellation window: 6 hours from the moment you book, ending no later than 3 hours before your clean starts (whichever comes first). Your exact deadline is shown when you book and again if you go to cancel. After the window, the table below applies.

And if it goes wrong on our side: if your cleaner cancels, or we can't find you a cleaner at all, you're refunded in full — automatically, without having to ask.

If a cleaner cancels on you, you will always receive a full refund regardless of timing. We will also help you find an alternative cleaner as quickly as possible.