Refund Policy for Overcleaning
Purpose:
This policy is designed to outline the terms and conditions under which a customer is eligible for a 70% refund when they feel they have been overcharged for cleaning services or if they believe overcleaning has occurred during the service. We strive to maintain transparency, fairness, and customer satisfaction in all of our cleaning services.
Scope:
This policy applies to all cleaning services provided by [Company Name], including residential, commercial, or specialized cleaning services, where a customer may feel that excessive or unnecessary cleaning has been performed.
Refund Conditions for Overcleaning:
- Eligibility for Refund:
Customers are eligible for a 70% refund if:
- The customer believes that overcleaning was performed beyond the scope of the service agreement or was unnecessary.
- The cleaning service was completed and billed, but the customer feels the level of cleaning went beyond the agreed-upon frequency or intensity.
- The customer raises their concern within 7 days of the service being completed.
- What Constitutes Overcleaning:
Overcleaning is defined as the unnecessary or excessive cleaning of surfaces or items that:
- Were not part of the original cleaning agreement or were cleaned more often than was specified.
- Were cleaned to a degree that caused undue wear, damage, or degradation (e.g., excessive scrubbing or harsh cleaning chemicals used on delicate surfaces).
- Included cleaning tasks or areas that were not requested or required for the specific service.
- Refund Amount:
- If overcleaning is identified and confirmed, the customer will be eligible for a 70% refund of the total cleaning service charge.
- The remaining 30% of the fee will be retained to cover basic service costs, such as time spent on the service and administrative fees.
- Procedure for Requesting a Refund:
- Contact Us: Customers must contact [Company Name] customer support within 7 days of the service completion to initiate a refund request.
- Provide Evidence: The customer should provide clear information and any supporting evidence (photos, service details, etc.) to help us assess the situation.
- Investigation: Our team will review the details of the service and assess whether overcleaning occurred based on the information provided and our service records.
- Resolution: If overcleaning is confirmed, the customer will receive a 70% refund of the amount paid for the service.
- Exclusions to Overcleaning Refund:
- No refund will be provided if the customer’s complaint is related to expectations of cleanliness that were not part of the service agreement.
- Refunds will not be provided for services that were properly completed as agreed upon or if the level of cleaning was reasonable and within the scope of the requested service.
- If the cleaning service was completed as per the agreed terms and any additional cleaning requests were fulfilled, this policy does not apply.
- Special Circumstances:
- If a customer is dissatisfied due to reasons beyond overcleaning (e.g., general dissatisfaction with the results), they are encouraged to contact customer support for alternative resolutions, but this policy specifically applies to claims of overcleaning.
- Refund Processing:
- Refunds will be processed within 10 business days from the approval of the refund request.
- Refunds will be issued in the same method of payment used for the original service charge (e.g., credit card, bank transfer).
- Contact Information for Refund Requests:
- To initiate a refund request for overcleaning, please contact us at:
Contact Us for Assistance:
If you have any questions regarding the overcleaning refund policy or would like to submit a refund request, our customer support team is available to assist you.