Very recently moved house to a new area. Took a fb recommendation for a cleaner. She charged for 12 hours at £16/hr to clean our house (with her 2 assistants). the brief was to make the whole house spotless. She failed to clean any of the utility cupboards, several of the kitchen cupboards (and the ones she did clean were superficially cleaned i.e. not gone into the corners etc), the cupboard in the downstairs loo, the cupboard in the living room. I text her with photos and told her that it was considerably below the standard I expected. Her first reply explained that she had hired someone new (and subsequently sacked them) and she was so sorry. She said "how can I make it up to you.My reputation is everything". I text back and said she could do 2 x weekly house cleans for me (probably about 6 hours work in total) or give me a partial refund. She text back and said that she thought that the work not done was about an hour, and "as a gesture of goodwill" she would refund 2 hours work. Do you think this is a reasonable offer or not? I think its bloody cheeky, but prepared to be told IABU. Its not really about the money, its about having paid for a service that was well below expectations. I just wanted to move in and unpack my stuff, not find cleaning materials and start cleaning.