Refund, Cancellation & Satisfaction Policy

At Smile and Shine, we want you to be happy with your cleaning service. If you are not satisfied, please contact us within 24 hours of your service. We will review your concerns and, where appropriate, offer a complimentary re-clean of the affected area.

 

Refunds

Completed cleaning services are generally non-refundable. Refunds may be considered on a case-by-case basis when a significant issue cannot reasonably be corrected.

 

Cancellations

Please provide at least 24 hours' notice to cancel or reschedule. Cancellations with less than 24 hours' notice may be subject to a fee of up to 50% of the scheduled service. Same-day cancellations or no-access situations may be charged up to 100%.

 

Deposits

Deposits, where required, are applied toward the service balance. Deposits may be non-refundable when a booking is cancelled or rescheduled with insufficient notice. If Smile and Shine cancels and cannot reschedule, the applicable deposit will be refunded.

 

Damage & Breakage

Smile and Shine takes reasonable care when cleaning. We are not responsible for pre-existing damage, normal wear and tear, deteriorated materials, defective items, or damage resulting from items that were unstable or improperly secured.

If accidental damage occurs during service, please notify us as soon as possible so we can review the situation and determine an appropriate resolution.

 

Airbnb & Turnover Cleaning

Airbnb and short-term rental cleanings are completed according to the agreed scope of work. Additional charges may apply for excessive mess, damage, clutter, or cleaning beyond the agreed service.

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Hosts are responsible for providing timely access, correct entry information, and necessary cleaning supplies or linens where applicable. Turnover concerns should be reported as soon as possible, preferably before the next guest arrives.

 

Our Commitment

If something isn't right, please let us know. We'll review the situation fairly and do our best to make it right.

Smile and Shine reserves the right to assess each situation individually.