Refund Policy

Last Updated: November 15, 2023

1. Introduction

At CrystalRoom Cleaning, customer satisfaction is our top priority. We understand that sometimes situations arise that may require a refund or service adjustment. This Refund Policy outlines our guidelines for refunds and service guarantees to ensure transparency in our business practices.

By engaging our services, you acknowledge and agree to the terms of this Refund Policy. If you have any questions or concerns, please contact us before scheduling your cleaning service.

2. Satisfaction Guarantee

We are committed to providing premium cleaning services that meet or exceed your expectations. If you are not completely satisfied with our cleaning service, please follow these steps:

  1. Notify us within 24 hours of service completion by phone or email
  2. Provide specific details about the areas of concern
  3. Allow us the opportunity to address your concerns by returning to re-clean the areas in question

Our satisfaction guarantee allows us to return to your property within 48 hours of notification to address any areas that did not meet your expectations. This re-cleaning service is provided at no additional cost to you, provided it falls within the scope of the original service.

3. Refund Eligibility

3.1 Full Refunds

You may be eligible for a full refund in the following circumstances:

  • If our team fails to arrive for a scheduled and confirmed appointment without prior notice (no-show)
  • If we are unable to provide the scheduled service due to our internal issues (e.g., staffing shortages, equipment failure)
  • If you cancel a service at least 48 hours before the scheduled appointment time
  • If we are unable to satisfactorily address your concerns after attempting to re-clean as part of our satisfaction guarantee

3.2 Partial Refunds

Partial refunds may be issued in the following situations:

  • If you cancel a service between 24-48 hours before the scheduled appointment time (50% refund)
  • If the service was partially completed due to circumstances beyond our control (prorated based on completed work)
  • If additional services were charged but not completed

3.3 Non-Refundable Situations

Refunds will generally not be provided in the following circumstances:

  • Cancellations made less than 24 hours before the scheduled service
  • If our cleaning team arrives at your property but is unable to enter due to access issues (locked doors, incorrect address, etc.)
  • If the cleaning area is deemed unsafe or unsanitary for our staff to work in
  • If you request services that fall outside the scope of our standard cleaning offerings
  • If the service expectations were unreasonable or impossible to achieve within the booked timeframe

4. Refund Process

To request a refund, please follow these steps:

  1. Contact our customer service team at info@parvionautumn.com or call +81-3-3583-3211
  2. Provide your booking information, including the date and type of service
  3. Explain the reason for your refund request
  4. Include any relevant supporting information or photos if applicable

We will review your refund request and respond within 2 business days. If approved, refunds will be processed as follows:

  • Credit card payments: Refunded to the original payment method within 5-10 business days
  • Bank transfers: Refunded to your designated bank account within 5-10 business days
  • Other payment methods: Processed on a case-by-case basis

5. Service Credits

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

  • Equal to the full value of the original service
  • Include additional value as a goodwill gesture
  • Valid for use within 6 months of issuance

Service credits can be applied to any future cleaning service with CrystalRoom Cleaning. These credits are non-transferable and cannot be exchanged for cash.

6. Property Damage

While our professional cleaners take the utmost care with your property and belongings, we understand that accidents can occasionally happen. If you believe our cleaning team has damaged your property during a service:

  1. Notify us within 24 hours of discovering the damage
  2. Provide a detailed description of the damage
  3. Include photographs of the damaged item(s) if possible
  4. Provide any relevant information about the value of the item

We will investigate all damage claims promptly and thoroughly. If our investigation confirms that our team caused the damage, we will work with you to arrange appropriate repair, replacement, or compensation according to our insurance policy.

Please note that pre-existing damage or normal wear and tear is not eligible for compensation. Additionally, we are not responsible for damage resulting from:

  • Improper installation of items
  • Previous improper cleaning by others
  • Failure to disclose special cleaning instructions for delicate items

7. Subscription and Recurring Services

7.1 Subscription Cancellation

If you have a recurring cleaning subscription with us, you may cancel your subscription at any time by providing at least 48 hours' notice before your next scheduled service. No refunds will be issued for partially used subscription periods.

7.2 Subscription Modifications

You may modify your subscription (frequency, service type, etc.) by contacting our customer service team at least 48 hours before your next scheduled service. Changes to your subscription will be effective from the next scheduled service.

7.3 Subscription Pausing

You may pause your subscription for up to 60 days without penalty. Please provide at least 48 hours' notice before your next scheduled service to pause your subscription. Your subscription will automatically resume after the specified pause period.

8. Special Promotions and Discounts

Refunds for services purchased with promotional discounts, gift certificates, or special offers will be processed as follows:

  • Services purchased with a discount will be refunded at the actual paid amount, not the original service value
  • Gift certificates that have been redeemed are generally non-refundable but may be converted to service credits
  • Promotional free services are non-refundable in monetary terms

9. Dispute Resolution

If you are not satisfied with our response to your refund request, please contact our management team at management@parvionautumn.com. We are committed to resolving all disputes fairly and promptly.

If we cannot resolve the dispute directly, we may suggest mediation or other forms of alternative dispute resolution before proceeding to formal legal channels.

10. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

11. Contact Us

If you have any questions about our Refund Policy, please contact us at:

CrystalRoom Cleaning
〒223-0057 神奈川県横浜市港北区新羽町336-1 ハイツ松本104号
青田市南区, 香川県 3385810
Email: info@parvionautumn.com
Phone: +81-3-3583-3211