• Mon – Fri: 08:30 – 17:30 | Sat: 09:00 – 15:00
  • East London Coastal North & Central Residential Areas
064 922 1040 info@fhcleaning.co.za

Refund & Service Transfer Policy

1. PURPOSE

Fresh Home Cleaning Agency is committed to providing reliable, professional and quality

cleaning, gardening and related mobile services.

This Refund & Service Transfer Policy explains the conditions under which clients may

request a refund, cancellation, rescheduling, service transfer or service credit.

The purpose of this policy is to ensure that requests are handled fairly, consistently and

transparently.

2. SERVICES COVERED

This policy applies to services booked or paid for through Fresh Home Cleaning Agency,

including:

  • Standard House Cleaning
  •  Deep House Cleaning
  •  Move-In/Move-Out Cleaning
  •  Airbnb, Office & Guest Studio Cleaning
  •  Grass Cutting
  •  Garden Maintenance
  •  Upholstery Cleaning
  •  Rug Cleaning
  •  Mobile Car Wash
  •  Window Cleaning
  •  Sliding Door Cleaning
  •  Oven Cleaning
  •  Fridge Cleaning
  •  Laundry Services, where offered
  •  Other services quoted and confirmed by Fresh Home Cleaning Agency

3. PAYMENT POLICY

Fresh Home Cleaning Agency accepts approved electronic payment methods, including:

  •  PayFast
  •  Debit cards
  •  Credit cards
  •  Card payments
  •  EFT
  •  No cash payments are accepted.

Payments are expected immediately upon receipt of an invoice unless alternative payment

terms have been agreed in writing.

A service booking may only be regarded as confirmed once payment or an approved

payment arrangement has been received and the booking has been confirmed by Fresh

Home Cleaning Agency.

4. CLIENT CANCELLATION

Clients may request cancellation of a booking by contacting Fresh Home Cleaning Agency

as soon as possible.

Cancellation requests must be submitted through an approved communication channel:

WhatsApp: 064 922 1040

Email: info@fhcleaning.co.za

The applicable refund will depend on:

  •  How much notice was provided;
  •  Whether staff, equipment or transport had already been allocated;
  •  Whether the service has already started;
  •  Whether third-party costs have been incurred; and
  •  Any cancellation terms agreed at the time of booking.

Where a cancellation fee applies, the fee may be deducted from the amount refundable to

the client.

5. RESCHEDULING

Clients who cannot attend or provide access to the property on the agreed service date

should contact the company as early as possible.

Fresh Home Cleaning Agency will, where reasonably possible, allow the service to be

rescheduled to another available date.

Rescheduling is subject to:

  • Staff availability;
  • Service-area availability;
  • The company’s booking schedule; and
  • Any applicable cancellation or administration fee.
  • Repeated or late rescheduling requests may result in the booking being treated as a cancellation.

6. SERVICE TRANSFERS

A client may request to transfer an eligible prepaid or booked service to another date,

property, approved recipient or service.

All transfers require company approval.

6.1 Transfer to Another Date

A prepaid service may be transferred to another available date, subject to the company’s

schedule.

The client should provide reasonable notice whenever possible.

6.2 Transfer to Another Property

A service may be transferred to another property if:

  • The new property falls within the company’s service area;
  •  The new property is suitable for the service;
  •  The price is the same or any applicable price difference is settled; and
  •  The transfer is approved by Fresh Home Cleaning Agency.

6.3 Transfer to Another Person

Where appropriate, an unused prepaid service may be transferred to another person with

the company’s prior approval.

The original client remains responsible for providing accurate information regarding the

transfer.

6.4 Transfer to Another Service

A client may request to change from one service to another.

Where the new service costs more, the client must pay the difference before the new

service is provided.

Where the new service costs less, the difference may, at the company’s discretion, be

issued as a service credit or refunded in accordance with this policy.

7. SERVICE CREDITS

Instead of a monetary refund, Fresh Home Cleaning Agency may offer a service credit

where appropriate.

  • A service credit may be offered where:
  • A client cancels a booking;
  • A service needs to be transferred;
  • A service cannot be completed as originally scheduled;
  • A client changes to a lower-value service; or
  • Another reasonable circumstance makes a credit more appropriate than a refund.

Service credits are subject to the conditions communicated when the credit is issued.

Unless otherwise agreed in writing, service credits are not exchangeable for cash..

8. REFUNDS FOR CANCELLED SERVICES

Where a refund is approved, the refundable amount will be calculated after considering

any applicable:

  •  Cancellation fees;
  •  Administration fees;
  •  Non-refundable third-party costs;
  •  Services already performed; or
  •  Other costs that the client agreed to at the time of booking.

If no service has been provided and no applicable cancellation costs have been incurred,

the company may approve a full or partial refund depending on the circumstances and

agreed booking terms.

9. SERVICES ALREADY COMPLETED

Once a service has been completed, a refund will not automatically be available simply

because the client is dissatisfied.

Clients should raise concerns with Fresh Home Cleaning Agency as soon as reasonably

possible.

Where a legitimate service-quality concern is reported, the company may, depending on

the circumstances:

  •  Investigate the complaint;
  •  Offer a reasonable opportunity to correct or re-perform affected work;
  •  Offer a partial credit;
  •  Offer a partial refund; or
  •  Take another reasonable corrective action.
  •  The outcome will depend on the nature and circumstances of the complaint.

10. SERVICE NOT COMPLETED BY THE COMPANY

If Fresh Home Cleaning Agency is unable to provide a confirmed service due to

circumstances within the company’s control, the company may:

  • Reschedule the service;
  • Provide a service credit; or
  • Offer a refund where appropriate.

If the service cannot be provided because of circumstances outside the company’s

reasonable control, the company will work with the client to arrange a reasonable

alternative.

11. CLIENT PROPERTY ACCESS

The client is responsible for ensuring that Fresh Home Cleaning Agency can safely access

the property at the agreed time.

If the team cannot access the property because:

  •  No authorised person is available;
  •  Keys/access codes are unavailable;
  •  Access was not properly arranged;
  •  The property is unsafe; or
  •  The client is unavailable,

the booking may be treated as a late cancellation or missed appointment, subject to the

applicable booking terms.

12. REFUND PAYMENT METHOD

Approved refunds will normally be processed electronically.

Refunds may be made through an appropriate approved payment method, including the

original electronic payment method or EFT where applicable.

NO CASH REFUNDS WILL BE PROVIDED.

Clients may be required to provide sufficient information to enable an electronic refund to

be processed safely.

13. DUPLICATE PAYMENTS AND OVERPAYMENTS

If a client accidentally makes a duplicate payment or pays more than the amount due, the

client should notify Fresh Home Cleaning Agency as soon as possible.

After verification, the company may:

  •  Refund the excess amount;
  •  Apply the amount to another confirmed service; or
  •  Issue a service credit, subject to agreement with the client.

14. PRICE DIFFERENCES ON TRANSFERS

If a transferred service has a higher price than the original service, the client must pay the

difference before the upgraded service is provided.

If the transferred service has a lower price, Fresh Home Cleaning Agency may, depending

on the circumstances:

  •  Apply the difference to another service;
  •  Issue a service credit; or
  •  Process an approved refund.

15. PROMOTIONAL AND DISCOUNTED SERVICES

Services purchased using promotional pricing, discounts, packages or special offers may

be subject to additional conditions.

Where a refund or transfer is approved, the refund or credit may be calculated using the

actual amount paid and the applicable promotional terms.

Discounts are not necessarily transferable to a different service or booking unless

expressly approved by Fresh Home Cleaning Agency.

16. REFUND REQUEST PROCEDURE

To request a refund, the client should provide:

  •  Full name;
  •  Contact details;
  •  Quote or invoice reference number;
  •  Service booked;
  •  Date of service;
  •  Amount paid;
  •  Reason for the refund request; and
  •  Any relevant supporting information.

 Requests may be submitted via:

WhatsApp: 064 922 1040

Email: info@fhcleaning.co.za

Fresh Home Cleaning Agency may request additional information where reasonably

necessary to assess the request.

17. REFUND PROCESSING

Once a refund request has been received, Fresh Home Cleaning Agency will assess the

request against the applicable booking, quotation, invoice and service terms.

Approved refunds will be processed within a reasonable administrative period, subject to

the processing time of the relevant payment provider or financial institution.

The client will be notified once the refund has been approved or declined.

18. COMPLAINTS AND SERVICE DISPUTES

Clients who are dissatisfied with a service should contact Fresh Home Cleaning Agency

promptly and provide details of the concern.

The company will review the complaint and, where appropriate, may:

  • Discuss the concern with the client;
  • Review the booking and service records;
  • Review inspection or quality-control records;
  • Request photographs or other relevant evidence;
  • Arrange a corrective service where appropriate; or
  • Consider a partial refund or service credit.

Clients are encouraged to allow the company a reasonable opportunity to investigate and

resolve a legitimate service-quality concern before requesting a refund.

19. NON-REFUNDABLE CIRCUMSTANCES

A refund may be declined or reduced where:

  • The service was fully completed in accordance with the agreed scope;
  • The client provided incorrect or incomplete booking information;
  • The client denied reasonable access to the property;
  • The client cancelled too late and applicable costs were incurred;
  • The requested refund relates to work outside the agreed service scope;
  •  Damage or conditions existed before the service and were recorded during the pre-
  • service inspection; or
  • The request falls outside the agreed terms and conditions.
  • This section does not limit any rights the client may have under applicable South African law.

20. NO WAIVER OF LEGAL RIGHTS

Nothing in this policy is intended to remove or limit any rights or remedies that cannot

lawfully be excluded under applicable South African consumer or other legislation.

Where applicable, Fresh Home Cleaning Agency will comply with relevant legal

requirements, including applicable consumer-protection and privacy obligations.

21. CHANGES TO THIS POLICY

Fresh Home Cleaning Agency reserves the right to update this policy when necessary.

The version applicable to a booking will generally be the version communicated or

incorporated into the client’s quotation, invoice, service agreement or booking terms at the

relevant time.

CLIENT ACKNOWLEDGEMENT

By confirming a booking or making payment for services, the client acknowledges that they

have been provided with or have had access to the applicable refund, cancellation and

transfer terms.

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