At Lunviro (“Company”, “we”, “our”, or “us”), customer satisfaction is our highest priority. This Refund Policy outlines the conditions under which refunds, service credits, or re-cleaning may be issued for our residential and commercial cleaning services in West Vancouver and surrounding areas.
By booking our services, you agree to the terms outlined in this Refund Policy.
1. Scope of Policy
This Refund Policy applies to:
- Residential cleaning services
- Commercial cleaning services
- Move-in / Move-out cleaning
- Carpet, window, or specialized cleaning services
It does not apply to third-party products or services purchased through our website unless explicitly stated.
2. Eligibility for Refunds or Service Re-Cleans
A refund, service credit, or re-clean may be issued if:
- The service was not performed as agreed in the booking confirmation
- The quality of service does not meet the agreed-upon standards
- The client reports issues within 24 hours of service completion
Clients must provide:
- A detailed description of the issue
- Photographic evidence if applicable
- Proof of service (booking confirmation, invoice, or receipt)
3. How to Request a Refund or Re-Clean
To request a refund or service adjustment:
- Contact us immediately via:
- Phone: +1 604-903-8421
- Email: [email protected]
- Include the service date, type, and a detailed description of the issue.
- Provide any supporting documentation, such as photos.
Our Customer Relations team will review your request and respond within 48 hours.
4. Refund Options
After reviewing a refund request, Lunviro may, at our discretion, offer one of the following:
- Full Refund: Return of the payment for the affected service
- Partial Refund: Pro-rated refund for specific issues
- Service Credit / Re-Clean: Complimentary service to address any deficiencies
Refunds will be processed through the original payment method unless otherwise agreed.
5. Non-Refundable Situations
Refunds or re-cleans are not available in the following situations:
- Damage or issues resulting from pre-existing conditions not caused by our team
- Delays caused by the client (e.g., late access, unavailable staff on-site)
- Services cancelled with less than 24 hours notice (may be subject to cancellation fees)
- Client dissatisfaction due to factors outside the scope of the booked service
6. Cancellations and Rescheduling
- Clients may cancel or reschedule with at least 24 hours’ notice.
- Cancellations with less than 24 hours’ notice may incur a fee of up to 50% of the scheduled service.
- Same-day cancellations are subject to up to 100% of the service fee if a cleaning crew has already been dispatched.
Cancellations can be made via phone or email, using the contact information provided above.
7. Processing Time
- Refunds will typically be processed within 7–10 business days after approval.
- Re-cleans or service adjustments will be scheduled at the earliest available time convenient to both the client and our team.
8. Customer Responsibilities
To ensure eligibility for refunds:
- Provide accurate contact and property information when booking
- Inform us of special requirements or fragile items
- Allow reasonable access for our cleaning team
- Notify us promptly of any issues within 24 hours of service completion
Failure to meet these responsibilities may affect refund eligibility.
9. Modifications to Refund Policy
Lunviro reserves the right to update this Refund Policy at any time. Updates will be posted on this page with a revised “Last Updated” date. Continued use of our services constitutes acceptance of any changes.
10. Contact Information
For questions regarding this Refund Policy or to submit a refund request, please contact:
Lunviro
4390 Stearman Ave
West Vancouver, BC V7W 1B5
Canada
Phone: +1 604-903-8421
Email: [email protected]