REFUND POLICY

This policy pertains strictly to billing errors and is not applicable to completed services. 

1. Billing Errors: In the event of billing errors, such as overcharges or double charges, please notify us immediately. We will thoroughly investigate the matter and, upon confirmation of the error, initiate a prompt refund.

2. Unsatisfactory Service: Should you find the quality of our cleaning service unsatisfactory, please inform us within 24 hours of the service completion. We are committed to addressing and resolving any concerns promptly.

3. Worry-Free Guarantee: Our worry-free guarantee underscores our commitment to your satisfaction. If any aspect of the service falls short of expectations, we will return to re-clean the specific area or task. It's important to note that we do not offer monetary refunds; instead, we provide re-cleans to ensure your complete satisfaction.

• Re-cleans should be scheduled within 24 hours of the original service.
• The worry-free guarantee comes with a 1-day warranty period. Please report any issues as soon as possible, as complaints received after 6 pm the day after services are completed may not be covered.

4. Booking Changes: Clients may reschedule bookings at their convenience; however, please note that refunds will not be provided for changes made due to a change of mind. Once a booking is confirmed, refunds are applicable only for billing errors as per the conditions outlined above.

Limitations: Urban People Cleaning cannot be held responsible for the repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly, usage, or if incorrect directions are given to our employees by the client. The worry-free guarantee is limited and only applies to areas of the home that we can fully clean.

REFUND REQUEST PROCESS:

1. Contact Us: Initiate the refund process by reaching out to our customer support team via phone or email. Provide essential details, including your name, contact information, service date, and the reason for your refund request.

2. Investigation: Our dedicated team will conduct a thorough investigation of your refund request, evaluating its validity based on the outlined conditions.

3. Refund Approval: Upon approval, we will promptly notify you of the approval and communicate the refunded amount.

4. Refund Processing: The processing of refunds will be completed within 10 business days. The refunded amount will be credited to the original payment method used for the service.