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Cancellation and Refund Policy

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Effective Date: December 23, 2025

This Cancellation and Refund Policy ("Policy") outlines the terms for canceling bookings and obtaining refunds for services provided by Shine It Clean ("we," "us," or "our") through our website www.shineitclean.com (the "Site") or mobile application. This Policy is part of our overall Terms and Conditions and applies to all residential and commercial cleaning services ("Services"). By booking a Service, you ("User," "you," or "your") agree to this Policy. We reserve the right to update this Policy; material changes will be notified via email or on the Site.

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1. Applicability

  • This Policy covers cancellations initiated by Users or us, refunds for paid Services, and related fees.

  • Subscription plans (e.g., recurring weekly/bi-weekly cleanings) are subject to this Policy, but fees are generally non-refundable except as specified.

  • All refunds exclude any non-refundable processing fees (e.g., payment gateway charges, typically 2-3% of the Service Fee).

  • Refunds are processed only for valid claims and at our discretion after investigation.
     

2. User-Initiated Cancellations

  • Full Refund Window: Cancellations made at least 48 hours before the scheduled Service start time qualify for a full refund of the Service Fee (excluding processing fees). The token or advance amount paid at booking is fully refundable.

  • Partial Refund Window: Cancellations made between 24 and 48 hours before the scheduled start time qualify for a 50% refund of the Service Fee (excluding processing fees).

  • Late Cancellation or No-Show: Cancellations within 24 hours of the scheduled start time, or failure to provide access for the Service, result in no refund. You will be charged the full Service Fee as a cancellation fee to cover our preparation and Service Provider dispatch costs.

  • How to Cancel: Log in to your Account on the Site or app and select the booking to cancel, or contact support@shineitclean.com. Cancellations are confirmed via email.

  • Special Cases: For subscriptions, you may cancel future renewals at any time, but no refunds for the current billing period unless canceled within the full refund window above. If the Service is not reasonably practicable due to unforeseen circumstances (e.g., natural disasters), we limit liability to the token amount paid.
     

3. Shine It Clean-Initiated Cancellations

  • We may cancel a booking due to:

    • Unforeseen circumstances (e.g., Service Provider unavailability, severe weather).

    • User's failure to provide accurate property details, access, or a safe environment.

    • Suspicion of fraud, violation of Terms, or invalid payment.

  • Remedies: You will receive a full refund of the Service Fee (excluding processing fees) or the option to reschedule at no extra cost. If we cancel after the Service Provider has arrived at your location, we will refund the full amount and reimburse any reasonable out-of-pocket expenses (e.g., transportation) upon verified claim.

  • Notification: We will notify you as soon as possible via email, SMS, or in-app alert.
     

4. Refund Processing

  • Timeline: Eligible refunds are processed within 7-15 business days from the cancellation confirmation date and credited to your original payment method (e.g., credit card, debit card, or wallet). Bank processing times may add 3-5 additional days.

  • Currency and Deductions: Refunds are in the original currency and exclude processing fees, taxes (if non-refundable), or any surcharges. For invalid or fraudulent bookings, we refund the full amount minus processing fees after verification.

  • Disputed Transactions: If a payment is charged back or reversed (e.g., due to bank dispute), you agree to reimburse us for the full amount plus any associated fees. We may suspend your Account pending resolution.

  • Subscription Refunds: No refunds for partial use of a subscription period, except for pro-rated refunds if canceled within the full refund window.
     

5. Exclusions and Non-Refundable Items

  • Completed Services: No refunds for Services that have been fully or partially performed, even if unsatisfactory, unless reported within 24 hours (see our Quality Assurance Policy in the Terms and Conditions).

  • Add-Ons and Upgrades: Specialized add-ons (e.g., deep cleaning supplies) are non-refundable once ordered.

  • Promotions and Discounts: Refund amounts do not include promotional credits or discounts; these are forfeited upon cancellation.

  • Force Majeure: Delays in refunds due to events beyond our control (e.g., banking holidays, technical outages) do not entitle you to additional compensation.
     

6. Dispute Resolution

  • Report issues or disputes regarding cancellations/refunds to support@shineitclean.com within 7 days of the scheduled Service date, providing booking details, payment proof, and supporting evidence (e.g., photos of access issues).

  • We aim to resolve disputes informally within 5 business days. If unresolved, disputes are governed by the arbitration provisions in our Terms and Conditions.

  • For payments processed via third-party gateways (e.g., Stripe), you may also contact them directly, but we are not liable for their delays or fees.
     

7. Contact Information

For questions, cancellations, or refund requests, email support@shineitclean.com or call +91 8452973817. We are committed to fair and transparent practices.

By using Shine It Clean Services, you acknowledge and agree to this Policy. Last Updated: December 23, 2025.

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