Basic Clean- Monthly

https://docs.google.com/document/d/e/2PACX-1vR0uajU0fEg7Dw4Q_LqA5daQutBFAhY5K4ELrPaWr-JiakGwY4xGxncVDj_aSZOg1vYcoC2SVGuU5bE/pub

Refund Policy

• General Stance: Consistent with our Satisfaction and Complaints policy (Section 6), The Friendly Neighbors Inc. does not typically offer refunds for services rendered. Our primary approach to resolving service issues is to provide a complimentary re-clean of the specific area(s) of concern, provided the issue is reported within 24 hours of the original service.

• Eligibility for Refund Consideration: In rare circumstances where a re-clean is not feasible or does not adequately resolve a significant service failure directly attributable to our team, a partial or full refund may be considered at the sole discretion of The Friendly Neighbors Inc. management.

  • Examples of situations that may be considered include (but are not limited to):

    • Documented gross negligence by our staff resulting in significant, irreparable damage (subject to limitations in Section 8: Damage or Breakage).

    • Complete failure to perform a significant portion of the agreed-upon services where a re-clean is not a viable option for the client due to extenuating circumstances agreed upon by management.

• Exclusions from Refund Consideration: Refunds will generally not be considered for:

  • Issues reported more than 24 hours after the service completion.

  • Dissatisfaction due to client's failure to adhere to "Client Obligations" (Section 4), such as lack of preparation (excessive clutter) or restricted access.

  • Minor omissions or imperfections that can be rectified with a targeted re-clean.

  • Services where the client was present and approved the work upon completion.

  • Cancellations by the client that fall under the fee-incurring categories outlined in Section 3.

• Process for Requesting Refund Consideration:

  • Clients must first report the issue within 24 hours as per Section 6.

  • If a re-clean is offered and declined, or if it fails to resolve the issue, the client may request in writing (email to tfnhousekeeping@gmail.com) that management review the case for a potential refund.

  • The request must include a detailed explanation of the issue, why a re-clean is not satisfactory/feasible, and any supporting documentation (e.g., photos).

• Review and Decision: Management will review refund requests within 7-10 business days. The decision made by management is final. If a refund is approved, it will be processed within 14-30 business days to the original payment method, where possible.