At Thika Cleaning Services, we are committed to delivering high-quality cleaning solutions that leave our customers fully satisfied. Every booking is important to us, and we take pride in completing our services with professionalism, consistency, and care. However, we also understand that there may be times when a client feels the service did not meet their expectations. This Refund Policy outlines the conditions under which refunds may be requested, processed, or declined.
1. General Principles
- Customer satisfaction is our top priority. We strive to resolve any issues fairly and promptly.
- Refunds are not automatic; they are subject to review of the circumstances surrounding the complaint or cancellation.
- Where possible, we will always attempt to correct the issue first—through re-cleaning or service adjustments—before issuing a refund.
2. Eligibility for Refunds
Refunds may be considered if:
- The service was not delivered in line with the original booking details or agreement.
- The client cancels a prepaid service at least 48 hours before the scheduled cleaning time.
- A complaint is raised within 24 hours of service completion, and upon inspection, it is determined that the cleaning did not meet the agreed quality standards.
3. Non-Refundable Situations
Refunds will not be issued under the following conditions:
- Cancellations made less than 24 hours before the scheduled cleaning.
- When our team cannot access the premises due to locked doors, absence of a contact person, or other barriers outside our control.
- Complaints lodged more than 24 hours after the service has been completed.
- Issues that are outside the scope of cleaning services, such as permanent stains, deep structural dirt, or damages not caused by our staff.
- Situations where cleaning results are impacted by factors beyond our control, including poor ventilation, excessive clutter, or pre-existing property conditions.
4. Resolution Before Refund
Because our priority is to leave clients satisfied, we may first offer:
- Re-cleaning: A free re-cleaning of the affected areas at the earliest convenient time.
- Service Credit: A partial discount or credit toward future cleaning services.
Refunds will only be processed if the above remedies are not acceptable or applicable.
5. Refund Process
- Once a refund request is reviewed and approved, the refund will be processed within 7–14 business days.
- Refunds will be issued through the same payment method originally used by the client.
- In cases where only part of the service was unsatisfactory, a partial refund may be granted, reflecting the portion of the service not completed to standard.
6. Our Commitment to Fairness
Thika Cleaning Services believes in building trust and long-term relationships with our clients. We treat every refund request seriously and individually, ensuring that the outcome is fair for both the customer and the company. While we maintain clear policies, we are also flexible enough to consider special circumstances.