Return Policy & Satisfaction Guarantee

Last Updated: December 27, 2024

Our Commitment to Quality

At Slexironryghar, we are committed to providing exceptional eco-friendly residential cleaning services in Wellington. Your satisfaction is our priority, and we stand behind the quality of our work.

Satisfaction Guarantee

We strive to exceed your expectations with every cleaning service. If you are not completely satisfied with our work, we offer the following guarantee:

• If any area of your home does not meet your expectations, please notify us within 24 hours of service completion
• We will return to re-clean the specific areas at no additional charge
• This guarantee applies to all standard cleaning services

Return Timeframe

To be eligible for a re-cleaning service or refund consideration, you must notify us of any issues:

• Within 24 hours of service completion for quality concerns requiring re-cleaning
• Within 48 hours of service completion for refund requests
• Within 7 days of invoice date for billing disputes

Issues reported after these timeframes may not be eligible for remediation, as we cannot verify the condition of your property after extended periods.

Return Conditions

To qualify for our satisfaction guarantee and re-cleaning services, the following conditions must be met:

• The issue must be reported within the specified timeframe
• The concern must relate to the specific cleaning service provided by our team
• The property must not have been used or altered in a way that would affect the cleaning quality since service completion
• Access to the property must be available for re-inspection and re-cleaning if needed
• The concern must be reasonable and within the scope of the agreed-upon service

Return Process

If you are not satisfied with our cleaning service, please follow these steps:

1. Contact Us: Notify us within 24 hours of service completion by phone or email with specific details about your concerns
2. Documentation: Provide clear information about which areas did not meet expectations and any specific issues
3. Review: We will review your concerns and may request to inspect the property to assess the situation
4. Resolution: We will work with you to determine the best resolution, which may include re-cleaning specific areas, adjusting future service plans, or considering a partial refund if appropriate
5. Re-service: If re-cleaning is determined to be appropriate, we will schedule a return visit at a convenient time at no additional charge

Return Shipping Costs

Since we provide on-site cleaning services rather than physical products, traditional shipping costs do not apply. However, the following applies to re-service situations:

• Re-cleaning services provided under our satisfaction guarantee are performed at no additional charge to you
• Travel costs for re-service visits are included as part of our commitment to customer satisfaction
• If a refund is processed, no additional fees or charges will be deducted from the refund amount

Non-Returnable Services

While we stand behind our cleaning services, certain situations may not qualify for re-service or refund:

• Services completed more than 24 hours before the issue is reported
• Areas that have been used, damaged, or altered after our service was completed
• Pre-existing conditions or damage that existed before our service
• Services requested for areas or items specifically excluded from the original service agreement
• Issues arising from client-provided equipment or cleaning supplies that malfunctioned
• Services cancelled after our team has already arrived at your property

We will always work with you to understand your specific situation and find an appropriate resolution whenever possible.

Order Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our clients and our team:

Client Cancellations

• Cancellations made 24 hours or more before scheduled service: No charge
• Cancellations made less than 24 hours before service: May incur a cancellation fee
• Same-day cancellations: Subject to a cancellation fee equal to the service cost

Our Cancellations

In the rare event that we need to cancel or reschedule your service, we will:

• Provide as much advance notice as possible
• Work with you to find an alternative time that suits your schedule
• Offer a discount on your next service as an apology for any inconvenience

Rescheduling

We are happy to accommodate rescheduling requests:

• Reschedule requests made 24 hours or more in advance: No charge
• We will work to find a new time that fits your schedule
• Multiple rescheduling requests may require a deposit for future bookings

Refund Procedure

While our services are performed on-site and cannot be "returned" in a traditional sense, we believe in fair business practices and offer refunds in appropriate circumstances:

Eligibility for Refunds

Refunds may be considered in the following situations:

• If we are unable to complete the agreed-upon service due to circumstances beyond our control, you will only be charged for work actually completed
• In cases of significant service issues that cannot be resolved through re-cleaning
• If we fail to appear for a scheduled service without proper notification
• Documented instances where our service caused damage that cannot be remedied

Refund Process

To request a refund:

1. Contact us within 48 hours of service completion or the scheduled service time
2. Provide detailed information about why you are requesting a refund
3. Allow us the opportunity to resolve the issue through re-service if appropriate
4. If a refund is approved, we will process it within 5-10 business days
5. Refunds will be issued using the same payment method used for the original transaction

Refund decisions are made on a case-by-case basis, taking into account the specific circumstances and our commitment to customer satisfaction.

Reporting Quality Issues

To ensure we can address any concerns promptly:

• Report any issues within 24 hours of service completion
• Provide specific details about the areas of concern
• Allow us the opportunity to inspect and re-clean if necessary

Weather-Related Policy

In cases of severe weather or unsafe conditions:

• We may need to reschedule for the safety of our team
• No cancellation fees will apply for weather-related changes
• We will contact you as soon as possible to arrange a new time

Payment Disputes

If you have concerns about charges or billing:

• Contact us immediately to discuss the issue
• We will work with you to resolve any billing discrepancies
• All disputes should be raised within 7 days of invoice

General Legal Requirements

This Return Policy is governed by New Zealand consumer protection laws and regulations. Our policies are designed to comply with:

• The Consumer Guarantees Act 1993, which provides statutory guarantees for services
• The Fair Trading Act 1986, which protects consumers from misleading or deceptive conduct
• Applicable local regulations in Wellington, New Zealand

Your statutory rights as a consumer are not affected by this policy. Nothing in this policy limits or excludes your rights under New Zealand consumer protection legislation.

If you believe your consumer rights have been violated, you may contact:

• New Zealand Commerce Commission for fair trading concerns
• Citizens Advice Bureau for consumer rights information
• Disputes Tribunal for resolving disputes

We are committed to resolving issues fairly and in accordance with both this policy and applicable consumer protection laws.

For any questions about our return policy, satisfaction guarantee, refunds, or to report a concern, please contact us:

Slexironryghar
27 Hawtrey Terrace, Churton Park
Wellington 6037, New Zealand
Phone: +64 22 527 8526
Email: infocenterY3mxs9K1m

We value your business and are committed to ensuring your complete satisfaction with our chemical-free cleaning services.