CleanPoland

Introduction

At CleanPoland, we strive to provide exceptional cleaning services that meet or exceed our customers' expectations. We understand that sometimes circumstances may warrant a refund or adjustment to your payment. This Refund Policy outlines the conditions under which we issue refunds and the process for requesting them.

This policy applies to all cleaning services provided by CleanPoland. By booking our services, you agree to the terms of this Refund Policy.

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. It is your responsibility to review this policy periodically.

This Refund Policy was last updated on April 11, 2024.

Our Satisfaction Guarantee

CleanPoland stands behind the quality of our work with our Satisfaction Guarantee. If you are not completely satisfied with our cleaning service, we will:

1. Return to your property to address any overlooked areas at no additional cost, or
2. Issue a partial or full refund based on the circumstances

To qualify for our Satisfaction Guarantee, you must notify us of any issues within 24 hours of service completion.

Our Commitment to Quality

We view each cleaning job as a partnership with our customers. If you're not completely satisfied with any aspect of our service, we want to know about it right away so we can address your concerns. In most cases, we prefer to return and correct any issues rather than issue a refund, as our primary goal is to ensure your complete satisfaction with our services.

Conditions for Refund Eligibility

Refunds may be issued in the following circumstances:

Service Quality Issues

• Areas or tasks included in the agreed service scope were not completed or were performed below our standard of quality
• You notified us of the quality issue within 24 hours of service completion
• You provided us with a reasonable opportunity to rectify the issue, but we were unable to do so

Service Cancellations

• Cancellation by CleanPoland: If we need to cancel a scheduled service and cannot reschedule at a time convenient for you, a full refund will be issued for any prepaid services
• Cancellation by Customer:
  • Cancellations made more than 48 hours before the scheduled service will receive a full refund of any prepaid amount
  • Cancellations made between 24-48 hours before the scheduled service will receive a 75% refund of any prepaid amount
  • Cancellations made less than 24 hours before the scheduled service will receive a 50% refund of any prepaid amount
  • No-shows or cancellations after our cleaning team has arrived at your property are not eligible for a refund

Subscription or Recurring Service Refunds

• For customers with recurring cleaning services, unused prepaid services will be refunded if you cancel your subscription
• A minimum of 7 days' notice is required to cancel recurring services
• Any promotional discounts applied to the original purchase may affect the refund amount

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team within 24 hours of service completion
2. Provide your name, service date, and detailed reason for the refund request
3. Include photos of any quality issues if applicable
4. Specify whether you prefer us to address the issue or process a refund

Refund requests can be submitted through:

• Email: info@cleanpoland.com
• Phone: +446086422735
• Contact form on our website

Review Process

Once we receive your refund request:

1. Our customer service team will review your request within 1-2 business days
2. We may contact you for additional information or to discuss possible solutions
3. If a return visit is agreed upon, we will schedule it at the earliest convenient time
4. If a refund is approved, we will process it according to our refund processing timeline

Refund Processing Timeframes

Once a refund is approved, the processing time depends on your original payment method:

• Credit/Debit Card Payments: Refunds will be processed within 3-5 business days. However, it may take an additional 5-10 business days for the refund to appear on your statement, depending on your card issuer
• Bank Transfers: Refunds will be processed within 5-7 business days
• Cash Payments: Refunds will be issued either by bank transfer or check, which may take 7-10 business days to process

You will receive a confirmation email once your refund has been processed.

Exceptions to Our Refund Policy

There are certain situations where refunds may be limited or not available:

Non-Refundable Circumstances

• Service delays or rescheduling due to circumstances beyond our control (e.g., severe weather, natural disasters)
• Inability to access your property at the scheduled time due to customer error (e.g., incorrect address, locked doors)
• Additional time required due to undisclosed conditions (e.g., excessive dirt, pet messes, or required special treatments)
• Damage claims reported more than 24 hours after service completion
• Services purchased through third-party deals or promotions that specifically state they are non-refundable

Special Promotions and Discounts

Services purchased through special promotions, discounts, or package deals may have different refund terms, which will be specified at the time of purchase. Generally, the promotional or discounted portion of any service may not be eligible for a cash refund but may be refunded as service credit.

Damage Claims

If you believe our cleaning team has damaged something in your home or business:

1. Report the damage within 24 hours of service completion
2. Provide clear photos of the damaged item(s)
3. Provide information about when the item was purchased and its approximate value

Our management team will review damage claims within 2-3 business days. If approved, we may:

• Arrange for repair of the damaged item
• Provide compensation for the reasonable value of the item
• Offer a service credit or partial refund

Please note that we cannot be held responsible for:

• Pre-existing damage or wear and tear
• Damage to items that were improperly installed
• Items of extraordinary value that were not secured or identified prior to cleaning

Service Credits

In some cases, we may offer service credits instead of monetary refunds:

• Service credits are equal to the value of the refund amount
• Credits can be applied to future cleaning services
• Service credits are valid for 6 months from the date of issue
• Credits are non-transferable and cannot be exchanged for cash

Service credits may be offered in situations where a partial refund is warranted or when a customer prefers to receive future services rather than a monetary refund.

Customer Responsibilities

To ensure a smooth refund process, customers are expected to:

• Communicate clearly about service expectations before booking
• Be available by phone during the cleaning service if possible
• Inspect the cleaned areas promptly after service completion
• Report any issues or concerns within the specified timeframe (24 hours)
• Provide accurate information when submitting a refund request
• Allow reasonable access for our team to address any reported issues

Contact Information

If you have questions about our Refund Policy or need to request a refund, please contact us at:

Our customer service team is available Monday through Friday, 8:00 AM to 6:00 PM, and Saturday, 9:00 AM to 4:00 PM.