Refund policy

Overview

At our company, we are committed to delivering professional and high-quality cleaning services for every client. Our goal is to ensure customer satisfaction while maintaining fair and transparent policies that protect both our clients and our cleaning team.

Because our services involve scheduled appointments and labor-based work, this Refund & Service Policy outlines how service concerns, cancellations, and refund requests are handled.

By booking or using our cleaning services, you agree to the terms outlined in this policy.

Satisfaction Guarantee

Customer satisfaction is very important to us. If you are not satisfied with the quality of the cleaning service provided, please contact us within 24 hours of the completed service so we can review the situation.

After reviewing the concern, we may offer one of the following solutions when appropriate:

  • A complimentary re-clean of the affected area

  • A partial service credit toward a future cleaning appointment

  • A partial refund, depending on the nature of the issue

All requests are reviewed on a case-by-case basis to ensure a fair resolution.

Refund Eligibility

Refunds may be considered under the following circumstances:

  • The cleaning service was not completed as agreed

  • A service concern is reported within 24 hours of the appointment

  • The issue can be verified after review

Please note that full refunds are rarely issued once a service has been completed, as cleaning services involve labor and time already provided.

Our priority is always to resolve concerns fairly and professionally.

Situations Where Refunds May Not Apply

Refunds may not be issued in the following situations:

  • The issue is reported more than 24 hours after the service

  • The condition of the property prevented normal cleaning (such as excessive clutter or safety hazards)

  • Dissatisfaction is based on expectations outside the scope of the booked service

  • The property has been re-cleaned, altered, or modified by another party after our service

In these situations, we may still review the concern and work with the client to find a reasonable solution whenever possible.

Cancellations & Refunds

Refund eligibility for cancellations depends on the timing of the cancellation.

48+ hours before the appointment
Appointments may be cancelled without any charge.

24–48 hours before the appointment
A cancellation fee may apply.

Less than 24 hours before the appointment
The full service fee may be charged due to the reserved time slot and scheduling of our cleaning team.

These policies allow us to fairly manage our schedule and staff availability.

Service Credits

In some situations, instead of a refund we may offer service credits that can be applied to a future cleaning appointment.

Service credits are often the fastest and most effective way to resolve service concerns while ensuring the client receives the expected quality of service.

How to Request a Refund or Service Review

If you have concerns about your cleaning service, please contact us as soon as possible so we can review the situation and assist you.

Email: info@northshineco.ca

You may also contact us through the contact information listed on our website, including the phone number available on our contact page.

When submitting a request, please include:

  • Your name and booking details

  • The service date

  • A brief description of the concern

Our team will review your request and respond as soon as possible to determine an appropriate resolution.

Policy Updates

We reserve the right to update this Refund & Service Policy at any time to reflect changes in our services, operations, or applicable regulations.

Any updates will be posted on our website.

Final Note

This policy is designed to ensure fairness for both our clients and our cleaning team while maintaining high service standards.

We value every client and always strive to resolve any concerns in a professional, respectful, and timely manner.