Refund Policy

At Tokyo PureClean, we are committed to providing exceptional eco-friendly cleaning services and ensuring your complete satisfaction. This Refund Policy outlines the terms and conditions for refunds and is designed to be fair to both our clients and our business operations.

1. Satisfaction Guarantee

We stand behind the quality of our cleaning services with our satisfaction guarantee:

• If you are not completely satisfied with our cleaning service, please notify us within 24 hours of service completion.
• Upon receiving your notification, we will arrange to return to your property at no additional cost to address any areas that may have been overlooked or that do not meet our quality standards.
• This re-cleaning service will be scheduled at a mutually convenient time, typically within 2-3 business days of your notification.

2. Refund Eligibility

Refunds may be issued under the following circumstances:

• Service Not Performed: If we are unable to perform the scheduled service for reasons within our control, you will be entitled to a full refund of any prepaid amount or can choose to reschedule the service.
• Unsatisfactory Service: If we are unable to remedy a service issue to your reasonable satisfaction after attempting to address your concerns, we may offer a partial or full refund at our discretion.
• Damage to Property: If our staff causes damage to your property during the cleaning service that cannot be repaired to your satisfaction, we may offer a refund in addition to compensation for the damage, as outlined in our liability policy.
• Cancellation by Tokyo PureClean: If we cancel a scheduled service with less than 24 hours' notice for reasons other than those beyond our control (such as extreme weather conditions or emergencies), you will be entitled to a full refund of any prepaid amount.

3. Non-Refundable Situations

Refunds will generally not be issued in the following situations:

• Late Cancellations: As per our cancellation policy, cancellations made less than 48 hours before the scheduled service time may incur charges and are not eligible for a refund.
• No-Shows: If we cannot access your property at the scheduled time due to reasons within your control (such as not providing access instructions or not being present when required), the service will be considered a no-show and is not eligible for a refund.
• Unreported Issues: If you do not report your dissatisfaction with our service within 24 hours of service completion, we may decline refund requests.
• Unreasonable Expectations: Refunds will not be provided for services that were performed as agreed but did not meet expectations that fall outside the scope of our standard cleaning services or specifically contracted services.

4. Refund Process

To request a refund, please follow these steps:

1. Contact our customer service team within the specified timeframe (24 hours for service quality issues).
2. Provide your name, address, service date, and a detailed explanation of the issue.
3. Include photos of any areas of concern or damage, if applicable.
4. Our team will review your request and respond within 2 business days.
5. If a refund is approved, it will be processed using the original payment method within 5-10 business days, depending on your financial institution's policies.

5. Partial Refunds

In some cases, we may offer a partial refund if:

• Only certain aspects of the service were unsatisfactory.
• We were able to complete most, but not all, of the contracted services due to unforeseen circumstances.
• Alternative remedies (such as discounts on future services) are deemed more appropriate.

The amount of a partial refund will be determined on a case-by-case basis, considering the nature and extent of the issue.

6. Payment Processing Fees

Please note that in cases where a refund is processed, any payment processing fees originally incurred by Tokyo PureClean (such as credit card processing fees) may be deducted from the refund amount, except in cases where the refund is due to an error on our part.

7. Gift Certificates and Prepaid Packages

For gift certificates and prepaid cleaning packages:

• Gift certificates are non-refundable but may be transferred to another person.
• Unused services in prepaid packages may be eligible for partial refunds, subject to an administrative fee of 10% of the remaining value.
• Refunds for partially used prepaid packages will be calculated based on the standard (non-discounted) rate for services already rendered.

8. Special Promotions and Discounted Services

Services purchased at discounted rates or through special promotions may be subject to different refund terms, which will be clearly stated at the time of purchase. Generally, heavily discounted or promotional services may only be eligible for rescheduling rather than refunds.

9. Force Majeure

Tokyo PureClean will not be liable for any delay or failure to perform services due to circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather conditions, public emergencies, or government actions. In such cases, we will work with you to reschedule services rather than issue refunds.

10. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to this policy constitutes your acceptance of the revised policy.

11. Contact Information

If you have any questions about our Refund Policy or would like to request a refund, please contact us at:

Tokyo PureClean
867-8 Kuwabara, Odawara City, Kanagawa Prefecture 250-0861
Email: refunds@trevalonridge.com
Phone: +81-26-244-88001

Last Updated: June 1, 2024