This Refund & Cancellation Policy outlines the terms and conditions for cancellations, rescheduling, and refunds related to the home cleaning services provided by Anna Redy Homeclean ("we," "our," or "us"). We are committed to fair and transparent policies that protect both our customers and our business.
1. Our Commitment
At Anna Redy Homeclean, customer satisfaction is our top priority. We stand behind the quality of our work and are committed to resolving any issues promptly and fairly. Our policies are designed to be straightforward and reasonable.
- We always confirm pricing before starting any work — no hidden charges.
- We are committed to your satisfaction on all our services.
- We handle all refund and cancellation requests personally — just call us.
2. Cancellation Policy
2.1 Free Cancellation (4+ hours notice):
- You may cancel or reschedule your booking at no charge if you notify us at least 4 hours before the scheduled service time.
- To cancel, simply call us at 9638903245 or send a WhatsApp message.
- We will confirm the cancellation and, if applicable, help you reschedule for a more convenient time.
2.2 Late Cancellation (less than 4 hours notice):
- Cancellations made less than 4 hours before the scheduled time may incur a cancellation fee of up to 25% of the quoted service price.
- This fee covers the cost of team mobilization, travel, and scheduling adjustments.
- We understand that emergencies happen — if you have a genuine emergency, please let us know and we will waive or reduce the fee at our discretion.
2.3 No-Show:
- If our team arrives at the scheduled time and is unable to access the property or the customer is unavailable without prior notice, a no-show fee of up to 50% of the quoted price may apply.
- Our team will wait for up to 15 minutes and attempt to contact you before marking the booking as a no-show.
3. Rescheduling Policy
- Free Rescheduling: You can reschedule your booking at no charge with at least 4 hours notice. We will accommodate your preferred new date and time based on availability.
- Multiple Rescheduling: We allow up to 2 free rescheduling requests per booking. Additional rescheduling may be treated as a cancellation and rebooking.
- Rescheduling by Us: In rare cases, we may need to reschedule due to unforeseen circumstances (severe weather, team emergencies). We will notify you as soon as possible and offer an alternative time at no additional cost.
4. Re-Cleaning Policy (Satisfaction Commitment)
We are committed to your satisfaction on all our services:
- If you are not satisfied with any aspect of our cleaning, notify us within 24 hours of service completion.
- Describe the specific areas or issues you are not satisfied with.
- We will schedule a re-cleaning of the specified areas at no additional cost, typically within 48 hours.
- The re-cleaning will be performed by a senior team member or supervisor.
What this re-cleaning commitment covers:
- Areas that were not cleaned thoroughly or were missed.
- Surfaces that still have removable dirt, dust, or stains after cleaning.
- Any aspect of the cleaning that does not meet the agreed scope of work.
What this re-cleaning commitment does NOT cover:
- Pre-existing damage, permanent stains, or wear that cannot be removed through cleaning.
- Issues that arise after the cleaning due to normal use of the property.
- Areas or items that were not included in the agreed scope of work.
- Subjective preferences that differ from the agreed service scope.
5. Refund Policy
5.1 Full Refund Scenarios:
- If we cancel your booking and cannot offer a suitable alternative date.
- If our team fails to show up at the scheduled time without prior notice.
- If the service delivered is significantly below the agreed scope and a re-cleaning does not resolve the issue.
5.2 Partial Refund Scenarios:
- If only a portion of the agreed service was completed due to circumstances within our control.
- If the quality of specific areas is unsatisfactory and re-cleaning is not feasible or desired.
- The partial refund amount will be proportional to the incomplete or unsatisfactory portion of the service.
5.3 No Refund Scenarios:
- If the service was completed as agreed and the customer did not raise concerns within 24 hours.
- If the customer was not present for the walkthrough and did not inspect the work.
- If the issue is related to pre-existing conditions, permanent stains, or damage not caused by our team.
- If the customer refuses to allow a re-cleaning to address the concerns.
6. How to Request a Refund
To request a refund, please follow these steps:
- Step 1: Call us at 9638903245 or send a WhatsApp message within 24 hours of service completion.
- Step 2: Describe the specific issue and, if possible, share photographs of the areas in question.
- Step 3: Our team will review your request and respond within 24 hours.
- Step 4: If a re-cleaning is appropriate, we will schedule it at your convenience.
- Step 5: If a refund is approved, it will be processed within 5-7 business days via the original payment method or UPI transfer.
7. Advance Payments
- For standard services, no advance payment is required. Payment is collected after service completion.
- For large projects or special requests, we may request an advance of up to 30% of the quoted price.
- Advance payments are fully refundable if you cancel with at least 4 hours notice.
- For late cancellations, the applicable cancellation fee (as described in Section 2) will be deducted from the advance payment, and the balance will be refunded.
8. Property Damage Claims
In the unlikely event that our team causes damage to your property during the cleaning:
- Notify us within 24 hours of the incident with details and photographs.
- We will assess the damage promptly — typically within 48 hours.
- If the damage is determined to be caused by our team, we will repair or compensate for the damage.
- Compensation is limited to the direct cost of repair or replacement, up to the service fee charged for that job.
- Claims for pre-existing damage or normal wear and tear will not be accepted.
9. Force Majeure
Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to:
- Natural disasters (floods, earthquakes, severe storms)
- Government orders, lockdowns, or restrictions
- Epidemics or pandemics
- Civil unrest or strikes
- Power outages or infrastructure failures
In such cases, we will reschedule the service at no additional cost or provide a full refund of any advance payment.
10. Dispute Resolution
We believe in resolving issues through direct communication:
- First: Contact us at 9638903245 to discuss the issue. Most concerns are resolved within one phone call.
- Second: If the issue is not resolved to your satisfaction, you may request a review by our management team.
- Third: If the dispute remains unresolved, both parties agree to attempt mediation before pursuing legal action.
- Fourth: Any legal proceedings shall be subject to the exclusive jurisdiction of the courts in Kochi, Kerala, India.
11. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your booking will apply to that specific service.
12. Contact Us
For any questions about this policy, cancellation requests, or refund inquiries, please contact us: