Refund Policy

Last Updated: November 1, 2023

At SOL INCINERATOR, we strive to provide exceptional cleaning services and customer satisfaction. This Refund Policy outlines the terms and conditions for refunds and service guarantees for our cleaning services, including pickup and delivery options.

1. Satisfaction Guarantee

We are committed to your complete satisfaction with our cleaning services. If you are not fully satisfied with the quality of our services, please follow these steps:

1. Notify us within 24 hours of service completion by email or phone.
2. Specifically identify the areas of concern or dissatisfaction.
3. Allow us the opportunity to inspect and address the issue.

Upon receiving your notification, we will:

1. Schedule a time to inspect the areas of concern (if necessary).
2. Return to re-clean the unsatisfactory areas at no additional cost, typically within 2-3 business days.

This satisfaction guarantee applies to all our standard and specialized cleaning services.

2. Refund Eligibility

2.1 Full Refunds

You may be eligible for a full refund in the following circumstances:

• If we cancel your scheduled service and cannot reschedule within a reasonable timeframe acceptable to you.
• If we fail to arrive for your scheduled service without providing notice.
• If a service was charged to your account but never performed.
• If you cancel a service more than 48 hours before the scheduled service time.

2.2 Partial Refunds

You may be eligible for a partial refund in the following circumstances:

• If you cancel a service between 24-48 hours before the scheduled service time, you may receive a refund of 50% of the service cost.
• If we are unable to complete all the agreed-upon cleaning tasks due to time constraints or unforeseen circumstances, a proportional refund may be issued for the incomplete work.
• If we determine after inspection that we cannot satisfactorily address your concerns with a re-clean, we may offer a partial refund based on the specific circumstances.

2.3 Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Cancellations made less than 24 hours before the scheduled service time.
• If our cleaning team arrives at your location but cannot gain access due to reasons outside our control.
• If the service area was not properly prepared as outlined in our service guidelines (e.g., excessive clutter preventing cleaning).
• For issues reported more than 24 hours after service completion.
• For damage claims that are not reported within 24 hours of service completion.

3. Refund Process

3.1 Requesting a Refund

To request a refund, please contact our customer service team:

• By email: info@solincinerator.ca
• By phone: +1 (580) 414-0198

Please include the following information in your refund request:

• Your full name and contact information
• Service date and location
• Order or invoice number (if available)
• Reason for the refund request
• Any relevant photos or documentation

3.2 Review Process

Upon receiving your refund request, we will:

1. Acknowledge receipt of your request within 1 business day.
2. Review your request and service details within 3 business days.
3. Contact you to discuss the situation and, if necessary, schedule an inspection.
4. Make a determination regarding your refund request.

3.3 Refund Issuance

If your refund request is approved:

• Refunds will be processed to the original payment method used for the transaction.
• Credit card refunds typically appear within 5-10 business days, depending on your card issuer.
• E-transfer or bank transfer refunds may take 3-5 business days to process.
• For corporate accounts or purchase orders, credits will be applied to your account or a refund check will be issued within 14 business days.

4. Pickup and Delivery Services

4.1 Damaged Items

If an item is damaged during our pickup, cleaning, or delivery process:

• Notify us within 24 hours of receiving the item.
• Provide clear photos of the damage.
• Retain the damaged item for inspection if requested.

After verification, we may offer:

• Repair of the damaged item through our approved vendors.
• Replacement of the item with one of equivalent value.
• Compensation up to the reasonable market value of the item, taking into account age and condition.

4.2 Late or Missed Pickups/Deliveries

If we miss a scheduled pickup or delivery window:

• We will contact you to reschedule at your earliest convenience.
• For significant delays or missed appointments, we may offer a service credit or partial refund as compensation for the inconvenience.

5. Gift Cards and Promotional Credits

Gift cards and promotional credits are subject to the following refund terms:

• Gift cards and promotional credits are non-refundable for cash.
• Unused gift cards can be transferred to another person.
• Expired promotional credits cannot be reinstated or refunded.
• If a service paid with a gift card or promotional credit is eligible for a refund, the refund will be issued as a service credit.

6. Recurring Service Subscriptions

For customers enrolled in recurring service subscriptions:

• You may cancel your subscription at any time by contacting our customer service team.
• Refunds will not be issued for services already rendered.
• Prepaid subscription plans may be eligible for a prorated refund of unused services, less any discount received for prepayment.
• Cancellation will take effect after your current paid period.

7. Amendments to the Refund Policy

SOL INCINERATOR reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any updates.

8. Contact Us