At In Marin House Cleaning, we take the quality of our work seriously. This Refund Policy explains how we handle concerns about service quality and what remedies are available to you as a client.
We believe disputes are best resolved through direct communication, and we encourage you to reach out to us before escalating any concern.
1. Our Approach to Quality Concerns
If you are not satisfied with the service you received, our first priority is to make it right. We take concerns about missed areas, unsatisfactory results, or service delivery issues seriously and handle them on a case-by-case basis.
We do not take a rigid, formulaic approach to refunds — our goal is a fair outcome that reflects the circumstances. We ask that you give us a reasonable opportunity to address the issue before seeking other remedies.
2. How to Report a Concern
To raise a concern about a completed service:
- Contact us within 24 hours of service completion
- Describe the specific issue clearly, including which areas or tasks were unsatisfactory
- Photos are helpful, though not required
You can reach us by email at [email protected] or by phone at +1 867-899-0886.
Concerns raised more than 24 hours after service completion may be more difficult to assess, as the home may have been used in the interim. We will still consider late concerns but cannot guarantee the same range of remedies.
3. Remedies We Offer
Depending on the nature and extent of the concern, we may offer:
- Return visit: A complimentary return visit to address specific missed areas or unsatisfactory work. This is our preferred remedy and is offered in most cases where a genuine service gap is identified.
- Partial credit: A credit toward a future service, applied at our discretion based on the extent of the issue.
- Partial refund: A refund for a portion of the service fee in cases where a return visit is not practical or the concern is substantiated and significant.
- Full refund: In rare cases where a service was not completed as agreed and cannot be remedied by a return visit, a full or near-full refund may be considered.
4. Cancellation Refunds
If you cancel a scheduled service:
- More than 24 hours in advance: No fee. Any pre-payment (if applicable) will be refunded in full.
- Less than 24 hours in advance: A cancellation fee may apply, as communicated at the time of booking. Any amount above the cancellation fee will be refunded.
- Same-day cancellation or no-access: If our team arrives and cannot gain access, or the job is cancelled at the door without reasonable cause, a call-out fee may apply.
5. Non-Refundable Circumstances
Refunds are generally not provided in the following circumstances:
- The service was completed as agreed, and the concern relates to a subjective preference not communicated before service
- The home's condition at the time of service differed significantly from what was described at booking, and reasonable cleaning was completed given those conditions
- The concern was not reported within 24 hours of service completion without reasonable explanation for the delay
- The issue relates to pre-existing damage or conditions beyond the scope of cleaning services
6. Refund Processing
Approved refunds are processed within 5–10 business days using the original payment method where possible. If the original payment method is not available, we will work with you to arrange an alternative.
7. Consumer Rights
This policy does not affect your statutory rights as a consumer under applicable Canadian and Alberta provincial consumer protection legislation. If you believe your statutory rights have not been respected, you may contact the Alberta Consumer Protection division of Service Alberta.
8. Questions
For questions about this policy or to raise a concern about a service, please contact us:
In Marin House Cleaning
1917 49 Ave SW, Calgary, AB T2T 2V3, Canada
Email: [email protected]
Phone: +1 867-899-0886