Your 100% satisfaction is our guarantee. Because we strictly follow a "Pay After Service" model, you only execute payments when the job is done to your high standards. This policy outlines our Satisfaction Guarantee and booking refund guidelines.
1. The "100% Satisfaction Re-clean Guarantee"
If any aspect of our doorstep service does not meet your expectations, we stand ready to resolve it immediately under our solid satisfaction guarantee:
- Easy Reports: If you spot a missed area, uneven foam residue, or poor cleaning quality, notify our support team or file a ticket in the app within 24 hours of booking completion.
- Free Senior Re-clean: We will immediately dispatch a senior doorstep supervisor to re-clean the disputed area or service item entirely free of cost — no questions asked.
- Inspection Sign-off: Payments are finalized only after you inspect and sign off on active services, virtually eliminating satisfaction disputes.
2. Pre-Paid Slot Cancellations
For bookings where a customer chooses to pay in advance inside the app to lock in a promo discount:
- Full Refund: If you cancel or reschedule your booking at least 2 hours prior to the scheduled slot time, you will receive a complete 100% refund of the prepaid amount.
- Late Cancellations: prepaid slot cancellations made within 2 hours of schedule dispatch may have a standard ₹99 convenience charge deducted, with the remaining balance auto-refunded to the customer's payment source.
3. Transaction Failures & Double Debits
In case your banking account or UPI balance is debited but the booking fails to get scheduled inside the app due to network latency:
- Auto-Reversal: The banking processor will automatically reverse the transaction and return the exact debited amount to your bank account.
- Settlement Support: If the credit does not reflect within 24–48 hours, contact us via email, and our billing desk will coordinate with our UPI gateway partners to settle the reversal immediately.
4. Refund Settlement Timelines
When a refund is approved by our billing desk or triggered via slot cancellation, the transaction is processed instantly on our servers. Depending on bank guidelines, credits reflect in your account within the following windows:
- UPI Transactions (GPay/PhonePe/Paytm): 2 to 5 business days.
- Credit/Debit Card Payments: 5 to 7 business days.
- Netbanking Transfers: 5 to 10 business days.
5. Policy Exclusions
Our Satisfaction Guarantee and Refund Policy does not apply to or cover:
- Permanent structural damage, corrosion, or pre-existing cracks (e.g. rusted water tank fittings, cracked solar panel glass, burned engine wiring, or permanent fabric bleach stains).
- Instances where the cleaning service could not be completed because the customer failed to provide required utility connections (electricity/water).
- Service issues reported more than 24 hours after booking completion.
6. Dispute Resolution Process
If you wish to request a refund, dispute a transaction, or schedule a free re-clean, you can escalate the matter directly:
- Open the **Booking History** panel inside the app and click the **"Raise Dispute"** button on the corresponding booking.
- Provide a brief description of the issue and attach photos of the cleaned area showing the quality issue.
- Alternatively, write directly to our Customer Resolution Desk at support@kleen.in. Our desk reviews and responds to all escalations within 12 hours.
