Refund policy
Client Dispute Prevention & Refund Policy
This document outlines operational improvements designed to prevent fraudulent refund claims, protect company revenue, and establish clear internal procedures.
1. Satisfaction Resolution Policy
If a client is unsatisfied, they must notify us within 24 hours and provide specific areas of concern.
We will return within 48 hours to correct those areas.
2. No Automatic Refunds
Refunds are not issued for completed services. Service is considered complete upon team departure and documentation. Refunds are not automatic and are subject to review at the discretion of management following review of:
- Before and after service documentation, Cleaner statements, Scope of work confirmation, Property condition assessment
Polished Living Cleaning reserves the right to deny refund requests that fall outside the agreed service scope.
3. Completion Confirmation System
If the client is home, the cleaner performs a short walkthrough before leaving. If the client is not
home, a completion message is sent with attached photos at the request of the client. Clients are instructed to report concerns within 24 hours.
At the time of service completion:
- If the client is present, a walkthrough may be offered.
- If the client is not present, the service will be documented via internal photo records.
Service documentation may be used in dispute resolution or payment investigations.
Cleaning results are dependent upon the pre-existing condition of the property. The company does not guarantee removal of: Permanent staining, Hard water buildup, Paint damage, Mold or mildew damage, Etching, wear, or deterioration, Excessive buildup requiring restoration services, Odors embedded in porous materials, Damage caused by improper prior maintenance or neglect, Discoloration due to age, heat, or chemical exposure
The Company is not responsible for: Pre-existing damage that becomes visible during cleaning, Loose fixtures, unstable items, or improperly secured surfaces, Structural, plumbing, electrical, or mechanical issues, Biohazards, infestations, or hazardous materials not disclosed prior to service
If excessive buildup, damage, or hazardous conditions are identified, additional charges may apply or services may be declined at the Company’s discretion.
5. Internal Refund Discipline Policy
No refunds are issued until photos are reviewed, the cleaner is consulted, and management agrees
on a resolution. All disputes must follow a structured investigation process before financial
decisions are made.
6. Payment & Chargeback Policy
Payment is due upon service completion unless otherwise agreed in writing. Filing a payment dispute or chargeback without allowing the company to follow the Satisfaction Resolution Policy constitutes a breach of agreement.
The client agrees to contact Polished Living Cleaning directly to resolve concerns before initiating any bank or credit card dispute.
Deposits, where applicable, are non-refundable.
7. Right to Refuse Future Service
Polished Living Cleaning reserves the right to refuse or discontinue service to any client for: Repeated dissatisfaction claims, Abuse of refund policy, Hostile behavior toward staff, Misrepresentation of service results
8. Limitation of Liability
Polished Living Cleaning’s liability is limited to the amount paid for the specific service in question.
Under no circumstances shall the company be liable for indirect, incidental, or consequential damages.
Polished Living Cleaning is committed to fair, professional, and documented service standards designed to protect both our clients and our cleaning team.
9. Rescheduling & Cancellations
We require at least 24 hours’ notice for cancellations or rescheduling. Failure to do so may result in a $30 cancellation fee or loss of deposit.
10. Scope of Work Limitation
Services are limited strictly to the scope agreed upon at booking.
Items or areas not specifically included in the confirmed service description are not covered unless added prior to service.
Cleaning does not include: Restoration services, Carpet extraction (unless booked), Mold remediation, Hazardous material removal, Construction debris removal (unless booked as post-construction), Additional services identified during cleaning may incur added charges with client approval.
By booking service, the client agrees to these terms.
10. Contact for Refunds or Concerns:
Please reach out to us at:
📧 info@polishedlivingcleaning.com