Refund Policy

1. Satisfaction Guarantee & Re-Clean

We stand behind the quality of our service. If you are not satisfied with any aspect of your clean:

• Contact us within 24 hours of the service being completed
• Describe the issue clearly (photos are helpful but not required)
• We will arrange a complimentary re-clean of the disputed areas within 72 hours
• This applies to one re-clean per booking

2. When a Refund May Be Issued

Refunds are considered in the following circumstances:

• Service not delivered: If we fail to attend the booked appointment without adequate notice and cannot reschedule within an acceptable timeframe, a full refund will be issued.
• Significant quality failure: If a re-clean does not resolve the issue to a reasonable standard, a partial or full refund may be offered at our discretion.
• Overcharge error: If you have been charged more than the agreed price due to an administrative error, the difference will be refunded promptly.
• Payment processing error: Duplicate charges will be refunded immediately upon confirmation.

3. When Refunds Are Not Applicable

We do not issue refunds in the following situations:

• You did not notify us of dissatisfaction within 24 hours of the clean
• The issue relates to pre-existing damage, wear and tear, or conditions not caused by our team
• You cancelled with less than 24 hours' notice (see our Cancellation Policy)
• The property was not accessible at the agreed time and no access was arranged
• Items were broken, lost, or damaged due to pre-existing fragility not disclosed to us before the clean
• You changed the scope of work significantly after the clean was completed

4. Shop Orders & Products

For products purchased through our online shop:

• Faulty or damaged items: Contact us within 14 days of receipt. We will issue a replacement or full refund including return postage.
• Wrong item received: Contact us within 7 days. We will send the correct item and arrange collection of the wrong one at no cost.
• Change of mind: You may return unused, unopened products within 14 days for a full refund (excluding original postage). Return postage is the customer's responsibility unless the item was damaged or incorrect.
• Digital or perishable products: Non-returnable unless faulty.

5. How to Request a Refund

To request a refund, contact us via:

• Email: info@marvdomcleaningservices.co.uk
• Phone: 07403 783 084
• WhatsApp: 07403 783 084

Please include your booking reference number, the date of service, and a description of the issue. We aim to respond within 1 business day.

6. Refund Processing Times

• Card payments: Refunds are returned to your original payment card. Processing time is typically 5–10 business days depending on your bank.
• Bank transfer payments: Refunds issued via bank transfer within 3–5 business days.
• Cash payments: Refunds issued in cash or via bank transfer upon agreement.

7. Disputes

If you are not satisfied with how we have handled your refund request, please escalate to info@marvdomcleaningservices.co.uk with the subject line "Refund Dispute". We will review all disputes independently and aim to resolve them fairly within 5 business days.