Refund Policy

Last updated: August 22, 2026 This policy explains what we do when a cleaning does not turn out as it should have. It supplements the Terms and Conditions; where the two differ, this page governs on refunds. 1. FIRST, WE COME BACK Our primary remedy is not giving your money back: it is leaving the home the way it was agreed. If the work does not meet what was agreed, tell us within twenty-four hours of the service. We re-clean the affected area at no cost, on the first date we can arrange with you, usually within three business days. We do not ask you to justify anything beyond telling us which area and what happened. A photo helps, but it is not required. 2. WHEN THERE IS A REFUND We refund when: · You would rather not accept the re-clean. We refund the portion attributable to the work that fell short. · The re-clean does not resolve the problem either. We refund that portion of the service in full. · We never performed the service, through a cause of ours, and you had already paid. We refund one hundred percent. · You cancel an already-paid service with more than twenty-four hours' notice. We refund one hundred percent. 3. WHEN THERE IS NOT · When notice arrives more than twenty-four hours after the service. Past that window we cannot distinguish our work from normal use of the home. · When what is claimed falls outside the quoted scope. If the scope came up short, we discuss it and adjust for the next visit, but it is not a defect in the service performed. · When the team could not access the property or work in safe conditions at the agreed time. · When the outcome is due to the prior condition of the material — pitted marble, deteriorated grout, long-standing stains on fabric, permanently damaged surfaces — and we told you so before or during the service. · When cancellation is given with less than twenty-four hours' notice, as to the portion corresponding to the failed-visit charge. 4. HOW TO REQUEST ONE Write to info@crystalcleanluxury.com or call (786) 733-0429, stating the service date, the address, and what happened. We reply within three business days with one of two things: a date to come back, or confirmation of the refund. 5. HOW IT IS RETURNED Refunds are issued to the same payment method you used. Once approved, it takes up to ten business days to appear, depending on your bank or issuer. If you paid in cash, we agree the method of return with you. If you have an active recurring service, you may choose to apply the amount as credit on the next invoice instead of receiving the money back. 6. RECURRING SERVICES A refund always concerns the specific visit that fell short, not the whole engagement. Cancelling the recurring service is governed by the fifteen-day notice in the Terms and Conditions. 7. IF YOU DISAGREE WITH OUR DECISION Tell us. We review the case a second time with someone other than the person who handled it, and give you a reasoned answer. We would rather resolve it by talking than by any other route. 8. CONTACT Crystal Clean — Luxury Residential Cleaning Email: info@crystalcleanluxury.com Phone: (786) 733-0429 Web: crystalcleanluxury.com