Service Satisfaction Policy

Last Updated: December 27, 2024

At Drozelonvod, we are committed to providing exceptional eco-friendly residential cleaning services. This policy outlines our approach to ensuring your complete satisfaction with our services.

Our Satisfaction Guarantee

We stand behind the quality of our work. If you are not completely satisfied with any aspect of our cleaning service, we will make it right at no additional charge. Your satisfaction is our priority, and we are committed to delivering cleaning services that meet your expectations.

Return Timeframe

To be eligible for service correction or refund, you must report any service issues within the following timeframes:

Service Quality Issues: Must be reported within 24 hours of service completion
Refund Requests: Must be submitted within 48 hours of service completion
Damage Claims: Must be reported immediately upon discovery, but no later than 7 days after service

Issues reported after these timeframes may not be eligible for correction or refund at our discretion.

Return Conditions

Service corrections or refunds are available under the following conditions:

The service did not meet the agreed-upon standards or specifications
The issue is reported within the specified timeframe
The problem was not caused by client interference or pre-existing conditions
All service requirements and client responsibilities were met as outlined in our Terms of Use
The property was accessible and safe for our team to perform the service

We reserve the right to inspect the property before approving any return or refund request.

Return Shipping Costs

As a service-based business, return shipping costs do not apply to our cleaning services. However:

If we need to return to your property to correct service issues, there is no additional charge
If you cancel a scheduled service, cancellation fees may apply as outlined in our cancellation policy
If you request a refund, processing fees may apply depending on the payment method used

Return Process

To initiate a return or service correction, please follow these steps:

Contact Us: Reach out to us within 24 hours of service completion via email, phone, or in person
Describe the Issue: Provide detailed information about what did not meet your expectations
Property Inspection: We may request to inspect the property to assess the situation
Resolution: We will work with you to determine the best resolution, which may include:
- Returning to correct the issue at no additional charge
- Providing a partial or full refund
- Offering a credit toward future services
Completion: Once resolved, we will confirm the resolution with you

We aim to resolve all issues within 5 business days of receiving your report.

Non-Returnable Items

The following situations are not eligible for return or refund:

Services that were completed according to the agreed specifications
Issues arising from pre-existing damage or conditions not disclosed before service
Problems caused by client interference or failure to meet client responsibilities
Services cancelled after our team has arrived at your property
Requests made after the specified timeframes
Damage to items that were not disclosed as fragile or valuable
Stains or conditions that are beyond the scope of standard cleaning services

General Legal Requirements

This return policy is designed to comply with applicable consumer protection laws in New Zealand:

We comply with the Consumer Guarantees Act 1993
Services must be provided with reasonable care and skill
Services must be fit for their intended purpose
Services must be completed within a reasonable time
You have the right to request remedies if services do not meet these guarantees

This policy does not limit your rights under New Zealand consumer protection legislation.

Order Cancellation Policy

You may cancel a scheduled cleaning service under the following conditions:

More than 24 hours notice: Free cancellation with no charges
Less than 24 hours notice: A cancellation fee of 50% of the service cost may apply
Same-day cancellation: A cancellation fee of 75% of the service cost may apply
No-show or team arrival: Full service charge applies
Emergency cancellations: Handled on a case-by-case basis with appropriate documentation

To cancel a service, contact us via email, phone, or through our website. Cancellation fees help cover costs associated with scheduling and preparation.

Refund Procedure

If a refund is approved, the following procedure applies:

Approval: We will notify you of the refund approval and amount
Processing Time: Refunds are processed within 5-10 business days of approval
Payment Method: Refunds are issued to the original payment method used for the transaction
Processing Fees: Some payment methods may have processing fees that are non-refundable
Confirmation: You will receive confirmation once the refund has been processed

If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

Reporting Service Issues

If you have any concerns about the quality of our cleaning service, please contact us within 24 hours of the service completion. We will review your concerns and arrange to address any issues promptly. Our team will return to your property to rectify the situation at no extra cost.

How to Report an Issue

You can report any service concerns by contacting us through email at infocenterY3mxs9K1m, calling us at +64 21 100 1490, or visiting our office at 10 Kilbirnie Crescent, Kilbirnie, Wellington 6022, New Zealand.

Refund Policy

In rare cases where we are unable to resolve service issues to your satisfaction, we may offer a partial or full refund at our discretion. Refund requests must be made within 48 hours of service completion. Refunds are processed using the original payment method within 5-10 business days.

Cancellation and Rescheduling

We understand that plans change. You can cancel or reschedule your cleaning appointment with at least 24 hours notice at no charge. Cancellations made less than 24 hours before the scheduled appointment may incur a cancellation fee. Emergency cancellations are handled on a case-by-case basis.

Payment Disputes

If you dispute a charge for our services, please contact us immediately to resolve the matter. We will work with you to address any billing concerns fairly and transparently. Payment disputes should be raised within 7 days of the service date.

Limitations

Our satisfaction guarantee does not cover pre-existing conditions or damage to property that was not caused by our service. We are not responsible for issues arising from incorrect or incomplete information provided at booking. Some stains, marks, or conditions may be beyond the scope of standard cleaning and will be discussed with you beforehand.

Recurring Service Agreements

For customers with recurring cleaning schedules, you may modify or cancel your service agreement with 7 days written notice. We reserve the right to adjust pricing for recurring services with 30 days notice. Loyalty discounts apply to customers who maintain regular service schedules.

Our Quality Commitment

We continuously train our team in the latest eco-friendly cleaning techniques. All our cleaning products are chemical-free and environmentally responsible. We conduct regular quality checks to ensure consistent service standards. Your feedback helps us improve our services for all customers.

Contact Us

For questions about this policy or to report any service concerns:

Email: infocenterY3mxs9K1m
Phone: +64 21 100 1490
Address: 10 Kilbirnie Crescent, Kilbirnie, Wellington 6022, New Zealand

We appreciate your trust in Drozelonvod and look forward to providing you with exceptional cleaning services.