Refund Policy

Last Updated: November 1, 2023

At CleanZen , we strive to provide exceptional cleaning services that meet or exceed your expectations. We understand that circumstances may arise that necessitate refunds or credits. This Refund Policy outlines the conditions under which refunds or service credits may be issued for our cleaning services.

1. Service Guarantee

We stand behind the quality of our work. If you are not completely satisfied with our cleaning services, please notify us within 24 hours of service completion. We will arrange to return to your location and re-clean any areas that did not meet your expectations at no additional cost.

2. Cancellation Policy

2.1 Customer Cancellations

The following refund schedule applies to customer-initiated cancellations:

2.2 No-Show Fee

If our cleaning specialists arrive at your location as scheduled but cannot gain entry (lockout), a fee equal to 50% of the service cost will be charged. This fee compensates for travel time, preparation, and scheduling opportunity costs.

2.3 Company Cancellations

In rare circumstances, CleanZen Japan may need to cancel or reschedule a service appointment due to circumstances beyond our control (e.g., specialist illness, severe weather, or emergencies). In such cases:

• We will notify you as soon as possible
• We will offer to reschedule your service at a convenient time
• If rescheduling is not possible or desired, a full refund will be provided
• For significant inconvenience caused, we may offer a discount on your next service

3. Refund Conditions

3.1 Unsatisfactory Service

If you are not satisfied with our cleaning service and we cannot reasonably remedy the situation through our re-cleaning service, we may issue a partial or full refund based on the circumstances. The following conditions apply:

• You must notify us of your dissatisfaction within 24 hours of service completion
• You must provide specific details about the areas of concern
• You must allow us the opportunity to remedy the situation through re-cleaning
• If re-cleaning cannot reasonably address your concerns, our management will review your case for a potential refund

3.2 Service Not Performed

If we fail to perform a scheduled service without proper notification, you will receive a full refund or, at your option, a rescheduled service at no additional cost plus a 20% discount on your next service.

3.3 Incomplete Service

If we are unable to complete all agreed-upon cleaning tasks due to time constraints or other factors within our control, we will:

• Return at no additional charge to complete the remaining tasks, or
• Provide a partial refund proportional to the incomplete portion of the service

3.4 Property Damage

If our cleaning specialists cause damage to your property during service, we will address the situation according to our damage policy outlined in our Terms and Conditions. This may include repair, replacement, or compensation, but typically does not include refunds for the cleaning service itself unless the damage significantly impacted the service quality.

4. Recurring Service Agreements

4.1 Termination of Recurring Services

For customers with recurring service agreements:

• You may cancel your recurring service agreement at any time by providing at least 7 days' notice before your next scheduled cleaning
• No cancellation fees apply for proper termination of recurring service agreements
• Any prepaid services that will not be used after termination will be refunded in full

4.2 Skipping Individual Services

Recurring service customers may skip individual cleaning appointments according to our standard cancellation policy (see Section 2.1). Alternatively, you may reschedule within the same service period (typically within the same month) at no additional cost, subject to availability.

5. Payment and Refund Processing

5.1 Refund Methods

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed:

• Credit card payments will be refunded to the same card
• Bank transfers will be refunded to the originating account
• Cash payments will be refunded by bank transfer or check

5.2 Refund Timeline

We will process approved refunds within 5 business days of approval. Depending on your payment method and financial institution, it may take an additional 3-10 business days for the refund to appear in your account.

5.3 Service Credits

In some cases, we may offer service credits instead of monetary refunds. Service credits:

• Are typically applied to your account within 2 business days
• Can be used for any future cleaning service
• Are valid for 12 months from the date of issue
• Cannot be transferred to another customer or converted to cash

6. Special Circumstances

6.1 Move-In/Move-Out Cleanings

Due to the time-sensitive nature of move-in/move-out cleanings, special conditions apply:

• Cancellations less than 48 hours before scheduled service may be subject to a higher cancellation fee (75% of service cost)
• We prioritize re-cleaning for any quality issues, often offering same-day or next-day resolution

6.2 Event Preparation Cleanings

For cleanings scheduled in preparation for events or special occasions:

• Please notify us of your event date when booking
• We prioritize these appointments and apply additional quality controls
• For event-related dissatisfaction, we offer expedited resolution options

7. Disputes and Resolution

If you believe you are entitled to a refund that has not been approved, please contact our customer service team with:

• Your booking reference number
• Date of service
• Detailed description of the issue
• Any supporting documentation or images

We will review your case and respond within 3 business days. If we cannot resolve the issue to your satisfaction, you may pursue resolution through the dispute resolution procedures outlined in our Terms and Conditions.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify existing customers of significant changes via email. Continued use of our services after such modifications constitutes acceptance of the updated policy.

9. Contact Information

, 2023.