Refund Policy

1. Service Satisfaction Guarantee

If you're not completely satisfied with the cleaning service you received, please let us know within 24 hours of your appointment. We’ll do our best to make it right — which may include:

• Returning to re-clean the specific area(s) of concern, or

• Offering a partial or full refund at our discretion, depending on the situation

 

2. Refund Eligibility

Refunds may be considered under the following conditions:

• The cleaning was not completed as described or agreed upon

• The issue was reported within 24 hours of service

• We were given the opportunity to resolve the problem

We reserve the right to deny a refund if we were not informed of any issues in a timely manner or if no reasonable opportunity was provided to correct them.

 

3. Non-Refundable Situations

Refunds will not be issued for:

• Cancellations made less than 24 hours in advance (subject to cancellation fees)

• Missed appointments due to lack of access to the property

• Services declined on-site or after arrival

• Pre-existing damage or conditions not caused by our team

 

4. Cancellations & Late Changes

• Cancellations made with more than 24 hours' notice will not be charged

• Cancellations made with less than 24 hours’ notice may be charged 50% of the service cost

• No-shows or cancellations at the time of appointment may be charged in full

 

5. How to Request a Refund or Re-Clean

To request a refund or a re-clean, please contact us within 24 hours of your service with the following:

• Your name and service date

• A brief explanation of the issue

• Photos if applicable

📧 Email: katarina@katscleaning.ca
📞 Phone: 672-699-6169

We aim to respond within 1 business day.

 

6. Final Note

We genuinely care about the homes we clean and the people we work with. If there’s ever an issue, we’ll do our best to work it out with you quickly and fairly.