At Moventrax, we are committed to providing high-quality cleaning services and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and our responsibilities regarding cancellations, rescheduling, and service guarantees.
1. Service Guarantee
We strive to provide professional, reliable, and efficient cleaning services. If you are not satisfied with any aspect of our service, we encourage you to contact us immediately so that we can address your concerns and work toward a satisfactory resolution.
2. Eligibility for Refunds
Refunds may be considered under the following circumstances:
2.1 Service Not Performed
- If a scheduled cleaning service is not performed due to a fault on our part, such as missed appointments or no-show cleaners.
- Customers must notify Moventrax within 24 hours of the scheduled service.
2.2 Incomplete or Unsatisfactory Service
- If the service performed does not meet the agreed-upon standards outlined in your booking.
- Customers must provide specific details of the issue within 24 hours of service completion.
- Moventrax may offer a re-clean, partial refund, or full refund depending on the nature of the complaint.
2.3 Cancellations and Rescheduling
- Cancellations made at least 24 hours in advance are eligible for a full refund.
- Cancellations made less than 24 hours before the scheduled service may incur a cancellation fee, which will be deducted from the refund.
- Rescheduling requests are accommodated where possible and do not generally incur a fee if requested in advance.
3. Non-Refundable Circumstances
Refunds will not be provided in the following cases:
- Changes of mind after the service has been completed.
- Damage to items or property that is pre-existing, fragile, or not disclosed at the time of booking.
- Services canceled by the customer without providing the required notice (less than 24 hours).
- Additional services requested after the original booking without prior agreement.
4. Refund Process
To request a refund, please follow these steps:
- Contact Moventrax:
- Phone: +1 416-991-4019
- Email: [email protected]
- Provide your booking details, service date, and a description of the issue.
- Review:
- Our team will review your request and may contact you for additional information.
- In some cases, we may schedule a re-clean or correction of the service instead of issuing a refund.
- Resolution:
- Approved refunds will be processed to the original payment method within 7–10 business days.
- Partial refunds may be issued depending on the circumstances of the service issue.
5. Third-Party Payment Processors
If payments were made through a third-party processor (such as Stripe, PayPal, or credit card providers), refunds may take additional time to reflect on your account, depending on the processor’s policies. Moventrax is not responsible for delays caused by third-party payment services.
6. Customer Responsibility
To ensure your refund request is handled efficiently:
- Provide accurate and complete booking information.
- Report any issues or concerns promptly (within 24 hours of service).
- Allow Moventrax the opportunity to resolve the issue before requesting a full refund.
7. Changes to This Refund Policy
Moventrax reserves the right to update or modify this Refund Policy at any time. Updates will be posted on this page with the “Effective Date” updated accordingly. We encourage customers to review this policy regularly.
8. Contact Us
For questions or concerns regarding this Refund Policy, please contact us:
- Address: 250 Sparks Ave, North York, ON M2H 2S4, Canada
- Phone: +1 416-991-4019
- Email: [email protected]