Service Satisfaction

We want our customers to be satisfied with the cleaning services they receive. If something was missed or not completed according to the agreed scope of service, please contact us within 24 hours of the completed cleaning.

We may ask for photos, details about the concern, or access to the property so we can review the issue. If the concern is valid and falls within the agreed service scope, we may offer to return and correct the issue at no additional charge.

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Refunds

Because cleaning services are labor-based and performed at the customer’s property, all sales are generally final once the service has been completed.

Refunds are not automatically provided for completed services. However, we may consider a partial or full refund at our discretion if there was a clear service failure that cannot reasonably be corrected.

Refund requests must be submitted within 24 hours after the service is completed. Requests made after this period may not be eligible for review.

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Re-Cleaning Option

In most cases, our first step is to offer a re-clean of the specific area or issue reported. The re-clean must be limited to the original scope of service and the specific concern reported by the customer.

A re-clean does not include new work, added rooms, additional services, or areas that were not part of the original booking.

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Non-Refundable Situations

Refunds will generally not be issued for issues outside our control or outside the agreed service scope.

Situation

Refund Eligibility

Customer fails to provide access to the property

Not refundable

Customer cancels after the required notice period

Not refundable or cancellation fee may apply

Customer is unhappy with issues not included in the booked service

Not refundable

Permanent stains, hard water buildup, mold, rust, odors, or damage cannot be fully removed

Not refundable

Property condition is significantly different from what was described

Not refundable, but pricing may be adjusted

Customer refuses a reasonable re-clean offer

Refund may be denied

Complaint is made after the review period

Refund may be denied

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Cancellations

Customers should provide at least 24 hours’ notice to cancel or reschedule an appointment.

Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of [Insert Fee or Percentage]. If the customer cancels after our team has already arrived, a minimum service charge or trip fee may apply.

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Lockouts and No-Access Appointments

If our team arrives at the scheduled appointment and cannot access the property, the appointment may be treated as a late cancellation.

This includes situations where keys, gate codes, lockbox codes, alarm instructions, parking instructions, or entry permissions were not provided or were incorrect.

A lockout fee, cancellation fee, or minimum service charge may apply.

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Deposits and Prepaid Services

Deposits may be required for certain services, including deep cleans, move-in or move-out cleans, post-construction cleans, first-time appointments, large jobs, or commercial cleaning work.

Deposits are generally non-refundable if the customer cancels late, fails to provide access, or does not allow us to perform the scheduled work. If we cancel the appointment and cannot reschedule within a reasonable time, the deposit may be refunded.

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Recurring Cleaning Services

For recurring residential or commercial cleaning services, customers are responsible for canceling or pausing service before the next scheduled appointment.

If a recurring appointment is canceled late or we are unable to access the property, the standard cancellation or lockout policy may apply.

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Commercial Cleaning Agreements

Commercial cleaning clients may have separate refund, cancellation, service credit, or billing terms in a signed agreement, proposal, or statement of work.

If there is a conflict between this Refund Policy and a signed commercial cleaning agreement, the signed agreement will control.

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How Refunds Are Processed

If a refund is approved, it will usually be issued to the original payment method. Processing times may vary depending on the payment provider or bank.

Approved refunds may take 5 to 10 business days to appear, depending on the customer’s financial institution.

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Contact Us

To report a service issue or request a refund review, please contact us within 24 hours of the completed service:

Kristal's Cleaning Services LLC
Email: kristalscleaningservice@gmail.com
Phone: 719-439-7194
 

Please include your name, service address, date of service, description of the issue, and photos if available.