Refund policies
Introduction
At LuxeClean, we strive to provide high-quality cleaning services that exceed customer expectations. We understand that in rare cases, clients may be dissatisfied with certain aspects of our service. Our refund policy is designed to address these situations in a fair and transparent manner while complying with the applicable laws and regulations in the United States and the state of Utah. Please read the following policy carefully to understand the terms and conditions under which refunds may be issued.
Eligibility for Refunds
Refunds at LuxeClean are issued under exceptional circumstances where a client has a valid concern about the quality of service delivered. Refunds are considered only in cases where it can be proven that the cleaning service did not meet the standards specified in our service agreement or if we failed to deliver a critical service component that was agreed upon.
To be eligible for a refund, clients must:
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Notify LuxeClean of the issue within 24 hours of the service being completed.
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Provide specific details of the problem, including any supporting evidence (e.g., photos, videos) that highlight areas of concern.
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Allow us an opportunity to readdress and rectify the issue by scheduling a re-cleaning appointment before requesting a refund.
Refunds are not available for complaints made beyond the 24-hour notification period or for minor issues that do not substantially affect the quality of the service.
Circumstances Where Refunds Are Not Provided
LuxeClean will not provide refunds under the following circumstances:
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Service Refusal: If a client denies our team entry at the time of the scheduled cleaning, resulting in a missed appointment.
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Change of Mind: If the client changes their mind after the service has been rendered, a refund will not be provided.
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Incomplete Access: If our cleaners are unable to access parts of the property due to locked doors or blocked areas, and the client does not inform us in advance.
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Pre-existing Conditions: Refunds will not be issued for damages or areas of concern that are pre-existing, and not related to our cleaning service.
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Quality Issues Not Reported Promptly: Refunds are not available if quality issues are reported beyond the 24-hour window following service completion.
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Special Circumstances Beyond Our Control: Circumstances such as natural disasters, power outages, or issues arising from unsafe or hazardous conditions will not be eligible for refunds.
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Re-cleaning Option
Before a refund is considered, LuxeClean offers a re-cleaning option to rectify any issues reported. This option ensures that our team can address the specific concerns of the client and bring the property up to the expected standard. We value our customers’ satisfaction, and our primary aim is to ensure all areas of concern are properly addressed.
Clients must notify us of their desire for a re-clean within 24 hours of the original cleaning. Once notified, our team will promptly schedule a re-cleaning visit at a mutually agreeable time. The re-cleaning will be limited to the areas originally identified as unsatisfactory.
Exceptional Circumstances for Refund
In the event that LuxeClean is unable to deliver the re-cleaning as promised, or if the re-clean still fails to meet the expected standards, a partial or full refund may be considered. Refunds are issued under these specific circumstances:
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Failure to Provide Re-cleaning: If LuxeClean is unable to provide the promised re-cleaning service due to our own scheduling or resource limitations.
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Documented Sub-standard Service: If evidence is provided that clearly demonstrates our service was sub-standard despite a re-clean.
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Refund Amount
Refund amounts will be determined on a case-by-case basis and will take into consideration the scope of the original cleaning service and the severity of the issue reported. Refunds may be partial or full, depending on the circumstances. In general:
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Partial Refunds may be provided when a minor portion of the service did not meet expectations.
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Full Refunds may be provided in extreme cases where the entire service failed to meet the expected standards and no re-cleaning was possible.
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How to Request a Refund
To request a refund, clients must follow these steps:
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Contact LuxeClean via email or phone within 24 hours of the service being completed.
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Provide detailed information about the areas of concern, including supporting evidence such as photos or videos.
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Allow for Re-cleaning: The client must be willing to schedule a re-cleaning visit before a refund request will be considered.
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If the issue cannot be resolved with a re-clean, a formal refund request can be made by contacting our customer support team.
Refund Processing
Once a refund has been approved, it will be processed within 10-14 business days. Refunds will be credited using the original method of payment. If the original payment method is no longer available, our customer service team will work with the client to determine an acceptable alternative.
Compliance with State and Federal Regulations
LuxeClean complies with all applicable consumer protection laws and regulations governing refund policies in the United States and Utah. This policy is designed to be fair to both the client and LuxeClean, ensuring our commitment to quality service while also safeguarding the rights of our clients. We adhere to all guidelines regarding transparency and fairness in consumer transactions.
Changes to This Policy
LuxeClean reserves the right to modify or update this refund policy at any time. Clients will be informed of any significant changes to the policy, and the updated version will be available on our website. It is the responsibility of the client to stay informed of our most current policies.
Contact Information
If you have any questions about this refund policy or wish to discuss a specific concern, please contact us:
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Email: service@luxecleanus.com
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Phone: (888) 300-6730
We are here to ensure your satisfaction and will work diligently to address any concerns you may have about our services.
Conclusion
At LuxeClean, our goal is to provide luxurious cleaning services with a focus on quality and customer satisfaction. While we strive to meet and exceed expectations every time, we understand that issues may arise. Our refund policy reflects our commitment to resolving these issues promptly and fairly, ensuring a positive experience for every client.