Refund Policy
We Strive to provide excellent cleaning services, we want you to be completly satisfied with every clean. Refunds for cleaning services will only be considered if there was poor quality of work, or if our team is unable to complete the agreed-upon cleaning task. All refund request must be submitted within 24 hours of the completed cleaning service. Important Note: The refund policy is subject to change.
Potential Refunds
We are humans, and we will ensure that any issues that arise are addressed appropriately and with the utmost respect.
Areas Not Addressed:
If you notice any area that has not been cleaned, please contact us, and a member of our team will come to assist you. Should we be unable to return on the same day for any reason, you will receive a refund. The refund amount will be calculated based on the areas that were missed. We kindly ask that you take a photo and send it to us as soon as possible to help us assess the refund amount.
Damage during cleaning:
Accidents can occur, and while we all hope they don't, it’s unfortunately part of being human. If one of our team members accidentally damages any property while cleaning, we have several ways to address the situation. We can either cover the cost of the item directly, offer a reasonable discount on the cleaning service, or replace the item altogether. If this ever happens, please send us a photo and we will do our utmost to resolve it and ensure that you are fully reimbursed.
Life's unexpected events:
In the event that our team cannot perform due to unforeseen circumstances, such as adverse weather, plumbing issues, being short-staffed, or illness, we will either reschedule or provide a partial or full refund for the service that could not be completed.
How to requst a refund
Provide Information: Kindly share the cleaning date, the service performed, a picture of the issue, and a detailed explanation for your request via email, phone call, voicemail, or by completing the form below.
Review:We will examine your request and get back to you within 24 hours to discuss the next steps.
No Refund Situations.
Change of Mind:
We will not provide a refund if you choose to cancel before your booked cleaning. You will incur a full charge of the scheduled cleaning service. In such cases, you will be unable to rebook a cleaning service with us for 15 days following the incident. Our goal is to ensure that we keep appointment slots available for clients who genuinely wish to utilize our cleaning services.
Access Denied:
Should we come to your residence or workplace and find ourselves unable to perform the scheduled cleaning due to being locked out, and after attempting to reach you, you will be charged the full fee for the service. Following two lockouts, you will not have the option to book a cleaning service for a period of 15 days. We organize and schedule our services meticulously; we kindly ask for your understanding regarding our time. Our aim is to ensure that every one of our clients’ lives is significantly easier, and we find that lockouts are quite discouraging.
Cancellation Policy
If you cancel with less than 48 hours' notice, you won’t be able to book another cleaning for 30 days. We are passionate about effectively managing our time and supporting our clients. Cancellations impact not only our team members but also our customers. Please remember this and plan ahead.
Important Considerations
Emergency Situations:
We recognize that unforeseen circumstances may occur. Please reach out to us at your earliest convenience to explore the option of rescheduling without any fees in the event of a legitimate emergency.
Weather-related cancellations:
Given the unpredictable nature of Missouri's weather, we may need to reschedule your cleaning in case of severe weather. We will reach out to discuss your options.
Cancellation Fee:
If you cancel an appointment with less than 48 hours' notice, you will incur a charge amounting to 50% of the scheduled cleaning service.
Lock Out/No Show:
If we are unable to access your home for your scheduled cleaning, you will be charged the full amount for the service that we could not perform. Similarly, if we arrive at an office building and there is no one available to let us in, you will also be charged the total fee for the service that we were unable to complete.
Frequent Cancellations:
We understand that life can be unpredictable and situations may arise that are outside your control, leading to cancellations. Nonetheless, if we notice a pattern of frequent cancellations, we will have to refuse additional bookings.
Noticed Required for all services.
To cancel or reschedule a cleaning service appointment, please reach out to us at (636) 299-6972 or via heartlandhomecleaners@gmail.com with at least 48 hours' notice.
If we cannot take your call, kindly leave a voicemail informing us of your cancellation to avoid being charged the full amount for the cleaning service. When leaving a voicemail, please provide your full name, phone number, the date you wish to cancel, and a brief explanation of the reason for your cancellation request. If we can assist you in any way, please let us know, and we can discuss it further.