Refund Policy
Introduction
This Refund Policy outlines the terms and conditions under which refunds or compensation are provided for general cleaning services offered for buildings. It defines the eligibility criteria, procedures, timelines, and responsibilities to ensure transparent expectations and fair outcomes for all parties involved.
The goal is to maintain a professional standard of service while addressing any valid concerns promptly and efficiently.
Scope of the Policy
When the Policy Applies
This policy covers refunds related to:
- General cleaning services for residential, commercial, or industrial buildings
- One-time cleaning jobs and regularly scheduled services
- Post-construction, deep cleaning, or move-in/move-out cleaning projects
- Any booking or payment made directly through official communication channels
When the Policy Does Not Apply
This policy does not apply to:
- Services not rendered due to factors beyond operational control (e.g., force majeure, restricted access, hazardous environments)
- Delays or dissatisfaction resulting from incomplete or inaccurate service instructions
- Cases where materials, equipment, or conditions provided by the client caused service limitations
- Third-party services coordinated by the client
Eligibility for Refunds
Conditions for Refund Approval
A refund may be considered valid under the following circumstances:
- Non-Delivery of Service
- The scheduled cleaning was not performed due to an internal error or confirmed cancellation by the provider.
- Service Incompleteness
- Essential tasks explicitly agreed upon in writing were not completed.
- Severe Quality Deficiencies
- The service did not meet basic cleanliness standards expected for professional cleaning, and clear evidence was provided within the required time frame.
- Overcharging or Duplicate Payments
- Billing errors resulting in duplicate charges or incorrect service fees.
- Advance Cancellations
- Cancellations made within the permitted timeframe (see below) may be eligible for partial or full refund.
Cancellations and Rescheduling
Client-Initiated Cancellations
Refunds for cancellations initiated by clients are processed based on the notice period provided:
| Notice Period Before Scheduled Service | Refund Eligibility |
|---|---|
| More than 48 hours | 100% refund |
| 24 to 48 hours | 50% refund |
| Less than 24 hours | No refund |
All cancellation requests must be made via email, phone, or the official booking system and acknowledged by the team.
Rescheduling Policy
Rescheduling is permitted free of charge if requested at least 48 hours before the scheduled service. Requests made within 24 to 48 hours may incur a service fee. Same-day rescheduling is considered a cancellation.
Process for Requesting a Refund
Step-by-Step Procedure
To request a refund, follow these steps:
- Submit a Request
- Contact the support team within 48 hours of the completed service.
- Provide Documentation
- Include booking reference, service details, and a clear explanation of the issue. If applicable, add photos or videos to support the claim.
- Allow Internal Review
- The request will be reviewed by the quality assurance team within 5 business days.
- Receive Outcome
- A written response outlining the decision will be sent, including approved compensation, if applicable.
Contact for Claims
All refund-related communication should be directed to the designated customer support channel, clearly marked as “Refund Request.”
Types of Compensation Offered
Full Refund
Issued when no service was delivered, or a critical failure occurred due to the provider’s fault.
Partial Refund
Granted when part of the service was performed but did not meet agreed standards, or when a cancellation falls under the partial refund window.
Free Re-Cleaning
In some cases, a complimentary re-cleaning may be offered instead of a monetary refund if the issue is service-related and can be reasonably corrected.
Credit Toward Future Service
Refunds may also be provided in the form of credit, especially for recurring clients or corporate accounts. Credits do not expire and can be applied to any future general cleaning booking.
Limitations and Exceptions
Conditions That May Invalidate Refund Claims
- Failure to Report in Time
Claims made more than 48 hours after service completion are generally not accepted. - Unsuitable Cleaning Conditions
Refunds are not issued if access to the building was restricted or the site was unsafe, cluttered, or otherwise not ready for cleaning. - Unattended Properties
If no representative is present on-site when required (especially for locked or alarmed premises), services may be marked as complete, and no refund will be issued. - Client Equipment or Supplies
If the cleaning team was instructed to use client-provided tools or chemicals and the results were unsatisfactory, refunds may not be granted.
Multiple Service Bookings
Recurring Service Agreements
In the case of prepaid contracts for weekly, biweekly, or monthly general cleaning, only future services may be refunded upon early cancellation of the agreement. Past services are non-refundable.
A minimum notice of 7 business days is required to cancel a long-term contract without penalty. Refunds will be issued for unused sessions based on the discounted per-service rate.
Package Deals and Promotions
For promotional packages or discounted multi-service bookings, refunds are calculated based on the full value of services already rendered, not promotional pricing. Remaining balance is eligible for refund or future credit.
Quality Assurance Review
Internal Review Process
All refund claims go through a formal internal review. Each case is evaluated independently based on:
- Condition of the property before and after service
- Nature and scope of agreed services
- Documentation provided
- Previous service history (if any)
- Photos, video, or staff reports
The goal is to resolve issues fairly while upholding professional standards.
Refund Timeline
Once approved, refunds are processed promptly:
- Credit/Debit Card Payments: 5–10 business days
- Bank Transfers: 5–7 business days
- Future Service Credit: Applied immediately upon approval
- Cash Payments: Refunded via bank deposit only, following verification
Delays may occur due to third-party payment processors, holidays, or incomplete information. Status updates are available upon request.
Policy Updates
This Refund Policy is reviewed periodically to ensure it aligns with legal requirements, industry standards, and operational realities. Any updates will be published on the official website and take effect immediately unless otherwise stated.
Clients are encouraged to review this policy regularly, especially prior to confirming a booking.
Final Considerations
This policy aims to balance accountability and fairness while ensuring clients feel confident when booking general cleaning services. While issues are rare, prompt communication and clear documentation help resolve them quickly.
Each refund request is handled with professionalism, and every effort is made to maintain trust and satisfaction in the service experience.