Guarantee
Service Guarantee
Our guarantee is designed to support fair outcomes where our agreed work has not been completed with reasonable care, while recognising the realities of property condition and customer responsibility.
Our guarantee is designed to support fair outcomes where our agreed work has not been completed with reasonable care, while recognising the realities of property condition and customer responsibility.
Read this page together with the booking confirmation, agreed scope, quote, invoice and any written service notes issued by Perfect Living Services.
1. What the guarantee means
Perfect Living aims to deliver the agreed service with reasonable skill, care, organisation and communication. The guarantee is not a promise that every property problem can be solved permanently, that old materials will become new, that hidden defects will not appear later, or that a customer can expand the scope after completion. It is a commitment to review genuine concerns about the work we agreed to provide. Where evidence shows an eligible issue, we may offer reattendance, correction, adjustment, credit, refund or another practical remedy. The remedy is chosen by Perfect Living after reviewing the facts, not automatically by the customer.
2. What is covered
The guarantee may cover workmanship issues within the agreed scope, missed cleaning tasks that were included, poor finishing clearly caused by our work, fitting issues within the task agreed, silicone or decorating defects caused by our application, or failure to complete an agreed item without explanation. It may also cover communication or documentation issues where they materially affect the service. The customer must report the issue promptly, provide photos or video where useful, avoid changing the condition, and allow reasonable access for inspection or correction. Different services have different practical time limits: cleaning concerns should be reported very quickly because properties are used after completion; repairs and installation concerns should be reported as soon as discovered.
3. What is excluded
The guarantee does not cover natural wear and tear, ageing, movement, damp, condensation, mould caused by ventilation, misuse, impact damage, customer damage, pets, tenant damage, guest damage, poor prior work, hidden leaks, rotten timber, failed substrates, defective existing pipework, unsafe wiring, manufacturer defects, third-party modifications, customer supplied materials, unsuitable products chosen by the customer, lack of maintenance, blocked drains caused after attendance, unrelated faults, cosmetic imperfections outside scope, or issues caused by other contractors. It does not guarantee rent, sale, Airbnb review, hotel rating, deposit outcome, insurance outcome or third-party approval.
5. Inspection and remedy process
Customers should report guarantee concerns in writing with the booking reference, address, date, photos, videos and a clear explanation. Perfect Living will review the agreed scope, attendance notes, photos, messages, invoice and contractor feedback. We may request further evidence or arrange inspection. If eligible, we may reattend, correct, explain, provide a partial adjustment or issue a credit. If the customer refuses inspection, uses another contractor first, changes the condition, withholds evidence, delays unreasonably or makes abusive demands, the guarantee may be refused. Our decision will be based on practical evidence and the terms agreed, not on assumptions about the property.
6. Commercial, hotel, landlord and property manager guarantee limits
Commercial clients, hotels, Airbnb hosts, landlords and property managers often need speed and documentation. We will support these clients with practical reporting, photos and follow-up where agreed, but the guarantee does not cover lost bookings, guest refunds, guest reviews, rent loss, business interruption, management fees, platform penalties, deposit disputes, consequential losses or reputational harm unless expressly agreed in writing. For turnover work, the property must be available, utilities must work, access must be clear, and the condition must match the information provided. Where multiple contractors, guests, tenants or staff enter after completion, evidence becomes essential.
Send the booking reference, property address and the issue in writing.
Written communication gives both sides a clear record of the request, the agreed scope and any evidence needed for review.
