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Refund Policy

Introduction

At K&S Cleaning Services, we are committed to providing the highest quality cleaning services. We understand that there may be instances where you may need to request a refund. This refund policy outlines the conditions under which refunds will be issued and the process for requesting a refund.

Satisfaction Guarantee

Our primary goal is to ensure customer satisfaction. If you are not satisfied with our service, please contact us within 24 hours of the service completion. We will address your concerns promptly and work to resolve any issues.

Conditions for Refunds

Refunds may be issued under the following circumstances:

  1. Service Not Provided:

    • If our cleaning team fails to arrive at the scheduled time and date, and we are unable to reschedule the service at a mutually convenient time, you are entitled to a full refund.

  2. Service Quality:

    • If the quality of the cleaning service does not meet your expectations, please notify us within 24 hours. We will inspect the job and if the quality is not to our standard we will arrange for a re-clean of the affected areas at no additional cost.

  3. Overpayment:

    • If you have been charged more than the agreed-upon price, the overpaid amount will be refunded to you.

  4. Cancellation by K&S Cleaning Services:

    • If K&S Cleaning Services cancels the scheduled service and is unable to reschedule, you will receive a full refund.

Conditions Not Covered by Refunds

Refunds will not be issued under the following circumstances:

  1. Late Cancellations:

    • If you cancel or reschedule the service with less than 24 hours’ notice, a cancellation fee of 50% of the service cost will apply, and no refund will be provided for the cancellation fee.

  2. Unreachable Areas:

    • If our cleaning team is unable to access certain areas of your property due to locked doors, pets, or other obstacles, those areas will not be cleaned, and no partial refund will be provided.

  3. Pre-Existing Conditions:

    • We are not responsible for cleaning pre-existing conditions or damage that cannot be removed through standard cleaning procedures.

  4. Unreported Issues:

    • If you do not report any issues with the service within 24 hours of completion, no refund or re-clean will be provided.

Refund Request Process

To request a refund, please follow these steps:

​Contact Us:

  • Notify us of your refund request within 24 hours of the service completion by calling 0404 285 980 or emailing kristine@eternellemedia.com. Provide your name, contact information, service date, and details of the issue.

    Review:

  • Our customer service team will review your request and may contact you for additional information or to schedule a re-clean if applicable.

    Resolution:

  • We will strive to resolve your issue promptly. If a re-clean is not possible or does not meet your satisfaction, we will process your refund based on the conditions outlined above.

    Refund Issuance:

  • Approved refunds will be issued to the original payment method within 7-10 business days.

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