Green Magic Cleaning Services
Chapter 2: Your Cleaning Service / Damages During Cleaning
You broke/damaged something in the client’s house while cleaning. What you do?
Damages During Cleaning: Prevention and What to Do
Protecting the client’s home is one of the most important parts of your job. Using chemicals, tools, or touching fragile items the wrong way can cause serious damage. This can affect our reputation and our relationship with clients. You must use all products safely, and you will be responsible for any damage you cause.
Below is everything you need to know to prevent damage and what to do if something happens.
1. Common Causes of Damage
Drops
• Picture frame fell while dusting.
• Range hood filter fell and cracked the glass cooktop.
• Glass vase fell while wiping a surface.
Spills
• Bleach spilled on the shower mat.
• Methylated spirits reacted with wood and changed the colour.
• Strong chemical was not wiped properly and made permanent marks.
• Bleach bottle on carpet dripped and burned holes.
• Wet bucket left on wooden surfaces made permanent water marks.
Scratches
• Metal stove scratched with metal wool or abrasive sponge.
• Acrylic splashback scratched.
• Plastic shower screen scratched.
• Printed stove symbols rubbed off from scrubbing.
• Backpack vacuum cleaner scratched walls or stairs.
Forcing / Impact
• Tap came off from scrubbing too hard.
• Power point came off after pulling the vacuum cord too strongly.
• Shower screen became loose or fell from too much force.
2. Chemical Safety, VERY IMPORTANT
Using chemicals the wrong way is one of the main causes of serious damage in a client’s home. Chemical damage is usually permanent and cannot be fixed by cleaning.
To avoid chemical damage:
• Always spray chemicals on the cloth, never directly on the surface.
• Always mix (dilute) floor chemicals correctly in a bucket before mopping.
• Never use chemicals undiluted on floors or furniture. This causes peeling, bubbles, fading and slippery areas.
• Undiluted chemicals can damage the varnish or seal on wooden or concrete floors.
• Strong chemicals sprayed in one spot can make permanent stains or discolouration.
• Never leave water or chemical sitting on a surface. Moisture or product can damage wood, stone, metal, paint and appliances.
• Always dry surfaces immediately after cleaning.
If you are not sure how to use a product, contact the office first. Do not guess. Always check.
3. How to Prevent Damage
• Hold items firmly while wiping so they do not fall.
• Do not assume items are fixed in place, always be gentle.
• Put buckets and chemicals on tiles, not on carpet or wood.
• Wipe spills immediately and fully dry surfaces after cleaning.
• Do not use abrasive sponges, try hot water and soap first.
• Stop if scrubbing may cause damage and tell the office.
• Be careful not to hit walls or furniture with the vacuum.
• Do not clean fragile, artistic or sentimental items.
• Read product labels. Some products cannot be used on some surfaces.
• Work calmly and do not rush. If you cannot finish, contact the office.
4. If Damage Happens
Do this immediately:
• Do not hide it.
• Take clear photos from different angles. Include brand labels if needed.
• Send the photos to the office on WhatsApp and explain what happened.
• If the client is home, show them, apologise and say the office will contact them.
• Do not promise to buy or replace anything yourself. The office will talk to the client.
5. What Happens Next
• The office speaks with the client and discusses repair or replacement.
• If the damage is less than your insurance excess, the client may ask for a discount. This will be deducted from your payment.
• If the damage is more than your insurance excess, you may need to use your insurance. If approved, you must pay the excess.
• Your insurance must always be valid and paid. If not, you will be fully responsible for the cost.
• The office can help you with insurance paperwork if needed.
6. If You Notice Existing Damage Even If You Didn’t Cause It
If you see something already broken or damaged when you arrive:
• Stop immediately.
• Take a photo.
• Send it to the office before you start cleaning.
This protects you and the company. If you do not report it, the client may say you caused it.