At Xaventra (“we,” “our,” or “us”), we are committed to providing high-quality cleaning services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued, helping our clients understand their rights and our procedures.
1. Scope of This Policy
This Refund Policy applies to all services booked and paid for through the Xaventra website, over the phone, or in person. By using our services, you agree to the terms outlined in this policy.
2. Eligibility for Refunds
Refunds may be considered under the following circumstances:
- Service Not Delivered: If a scheduled cleaning service was not provided due to an error on our part.
- Service Quality Issues: If the cleaning service was incomplete, unsatisfactory, or not performed according to the agreed-upon specifications.
- Double Payment or Billing Errors: If a customer was charged twice or an incorrect amount was billed.
Refunds will not be issued for:
- Client dissatisfaction due to personal preference if the service was performed according to the agreement.
- Minor issues that do not affect the overall quality of service.
- Cancellations made outside the specified cancellation window.
3. Requesting a Refund
To request a refund, clients must contact Xaventra within 7 days of the service date. Refund requests should include:
- Name and contact details
- Date and description of the service
- Reason for requesting a refund
- Any supporting evidence, such as photographs or written documentation
Requests can be submitted via:
- Email: [email protected]
- Phone: +44 078 8871 2515
All refund requests are reviewed by our management team, and we will respond within 5 business days.
4. Refund Process
- If your refund request is approved, the amount will be credited to the original payment method.
- Refunds typically take 5–10 business days to appear in your account, depending on your bank or payment provider.
- In some cases, partial refunds may be issued if only part of the service was unsatisfactory or affected.
5. Cancellations
- Clients may cancel services up to 24 hours before the scheduled time without penalty.
- Cancellations made less than 24 hours in advance may be subject to a cancellation fee.
- Prepaid services that are canceled within the allowable timeframe may be fully refunded.
6. Modifications
- If a client requests to reschedule a service, we will make reasonable efforts to accommodate the request without additional charges.
- Changes to the service that are mutually agreed upon do not constitute a refund.
7. Exceptions
Certain promotions, discounted services, or special offers may have separate refund policies, clearly stated at the time of booking. Refund eligibility will be determined based on the specific terms of these offers.
8. Contact Us
If you have any questions, concerns, or requests regarding refunds, please contact Xaventra:
- Address: 3 Dundee Rd, Southampton SO17 2ND, United Kingdom
- Phone: +44 078 8871 2515
- Email: [email protected]
We are committed to resolving all refund-related concerns promptly and fairly.