Customer Reviews

Genuine Customer Reviews, Built on Real Bookings

At Scrub Bunnies, we believe reviews should be earned, honest and genuinely helpful. That is why our review system is designed to reflect real customer experiences from real bookings made through ScrubBunnies.com.

Unlike many platforms, we do not allow open public reviewing from just anyone. A customer can only leave a review for a cleaner if they have booked that cleaner through the platform, the cleaner has accepted the job through the platform, and the work has been carried out under that booking. This means reviews on Scrub Bunnies come from customers the cleaner has actually worked for through our system.

We believe this creates a more trustworthy and balanced approach. It helps reduce spam, fake reviews and attempts to manipulate ratings. It also helps protect cleaners from unfair reviewing by people who have never booked them, including competitors or others who may try to misuse the platform. In simple terms, if there has been no genuine platform booking, there can be no review.

Customers are invited to rate their cleaner across a number of service areas that matter most to the quality of the experience. These include:

• Cleaning Quality
• Thoroughness
• Reliability
• Communication
• Respect / Friendly
• Promptness

Each category is rated using our Bunny Stars system, giving customers a simple and consistent way to share feedback. An Overall Rating is then calculated from these category scores, helping future customers get a clear picture of the cleaner’s performance across the areas that matter most.

In addition to these ratings, customers also have the option to leave a written review. We believe this is important because numbers alone do not always tell the full story. Written feedback adds context, personality and detail, helping other customers understand not only how a cleaner scored, but why. Together, the category ratings and written comments create a more complete and balanced review system.

All published reviews can be viewed on the cleaner’s profile page, allowing customers to make more informed decisions before booking. This visibility supports transparency across the platform and helps recognise cleaners who consistently deliver excellent service.

At the same time, we believe a fair review system should protect both customers and cleaners. That is why cleaners have the right to respond to reviews left on their profile. This gives them the opportunity to acknowledge feedback, thank customers for positive comments, or provide context where they feel it is appropriate to do so.

Cleaners also have the option to bring a review to the attention of our admin team if they believe it is incorrect, unfair, misleading, or otherwise inappropriate. Where this happens, Scrub Bunnies Ltd may carry out a thorough investigation into the review and the related booking before deciding whether the review should remain in place or be removed.

This review process is intended to strike the right balance. We do not want to discourage customers from leaving truthful, honest feedback about the service they received. Genuine customer reviews are a vital part of maintaining standards, recognising great work, and helping others book with confidence. At the same time, we also believe cleaners should have a clear and fair route to raise concerns where a review may be inaccurate or unjustified.

To support fairness, once a customer leaves a review, the cleaner has 14 days to approve it or flag it to admin for review. If the cleaner does not approve the review and does not raise it with admin during that time, the review will then be published automatically. This gives cleaners a reasonable opportunity to review feedback before publication, while also ensuring that genuine reviews are not blocked indefinitely.

This is one of the ways Scrub Bunnies differs from many other platforms. Our review system is not based on random internet comments or unverified public posts. It is built around real customer relationships formed through actual jobs accepted and completed on the platform. That structure helps create reviews that are more credible, more relevant and more reflective of true customer experience.

For customers, that means greater confidence in the feedback they are reading. For cleaners, it means a review system that is structured, earned and fair. And for Scrub Bunnies Ltd, it reflects our wider commitment to creating a platform based on transparency, accountability and genuine trust. When you read reviews on Scrub Bunnies, you are not simply reading opinions from unknown sources. You are seeing feedback left by customers who actually hired that cleaner through the platform and experienced their work first-hand. We believe that makes all the difference. That is the Scrub Bunnies standard: real jobs, real customers, real feedback — and a review system designed to keep it that way.