Refund policy
Effective Date: August 13th, 2025
This Return and Refund Policy (“Policy”) forms part of and is incorporated by reference into the CleaningPal Terms of Service (“Terms”). Capitalized terms not defined herein have the meanings assigned in the Terms. By booking Services, purchasing products, or otherwise engaging with CleaningPal, you agree to this Policy.
1. Scope of Policy
This Policy applies to:
(a) cleaning services booked directly through CleaningPal; and
(b) physical products purchased from CleaningPal, including Cleaning Supplies Kits (“Products”).
All refunds, returns, cancellations, and reschedules are subject to the conditions herein and to the Terms.
2. Service Quality Concerns
2.1 If you believe the Services provided were unsatisfactory, you must notify CleaningPal within twenty-four (24) hours of service completion. Notifications must be made in writing via email to ana@cleaningpal.co and must include:
(a) your full name and booking reference number;
(b) a description of the deficiency; and
(c) supporting evidence (including photographs, if applicable).
2.2 Upon receipt and review, CleaningPal will offer the Customer the option of:
(a) a complimentary re-clean; or
(b) a partial or full refund.
2.3 Once a Customer elects to receive a re-clean under Clause 2.2(a), they are no longer eligible to receive a refund for that same Service.
3. Cancellations and Rescheduling
3.1 Cancellations:
(a) Cancellations made twenty-four (24) hours or more before the scheduled Service start time are eligible for a full refund.
(b) Cancellations made less than twenty-four (24) hours before the scheduled Service start time are subject to a fifty percent (50%) cancellation fee.
3.2 Rescheduling:
(a) Rescheduling requests made more than twenty-four (24) hours before the scheduled Service start time will not incur a fee.
(b) Rescheduling requests made between eight (8) and twenty-four (24) hours before the scheduled Service start time will incur a twenty-five percent (25%) change fee.
(c) Rescheduling requests made less than eight (8) hours before the scheduled Service start time will be treated as a cancellation under Clause 3.1(b).
3.3 Force Majeure: Cancellation or rescheduling fees may be waived on a case-by-case basis in accordance with Clause 15 (“Force Majeure”) of the Terms.
4. Returns of Physical Products
4.1 Unused Products: Customers may return unopened Products within seven (7) days of delivery for a full refund. The Customer is responsible for return shipping costs.
4.2 Damaged or Defective Products: If a Product arrives damaged or defective, the Customer must notify CleaningPal via email within twenty-four (24) hours of delivery, providing photographic evidence. The Customer must return the damaged Product to CleaningPal, and CleaningPal will provide a replacement at no additional cost.
4.3 Used or Opened Products: For hygiene and safety reasons, opened or used Products are non-returnable and non-refundable, except where required by law.
5. Refund Process
5.1 Approved refunds will be issued to the original payment method only. Refunds will be processed within five (5) to seven (7) business days of approval, excluding any additional time required by the Customer’s financial institution.
5.2 Transaction fees charged by CleaningPal’s payment processor are non-refundable, except where prohibited by law.
5.3 Where a Customer cancels a multi-service booking or subscription prior to completion, CleaningPal will refund the unused portion, less applicable transaction fees.
6. Non-Refundable Items
Refunds will not be provided for:
(a) Services rendered and not reported as deficient within twenty-four (24) hours;
(b) Missed appointments due to Customer unavailability or failure to provide property access;
(c) Opened, used, or late-returned Products;
(d) Tips, booking fees, or payment processor transaction fees;
(e) Gift cards or store credits; and
(f) Any other exclusions stated in the Terms.
7. Third-Party Bookings
For Services or Products booked through a third-party platform, this Policy applies unless otherwise required by applicable law.
8. Dispute Resolution
All refund and return determinations are made at CleaningPal’s sole discretion in accordance with this Policy and the Terms. Disputes arising from this Policy will be resolved pursuant to the governing law and dispute resolution provisions in the Terms.
Contact Information
CleaningPal Inc.
📧 ana@cleaningpal.co
