Refund Policy
Last Updated: October 15, 2024
1. Service Satisfaction Commitment
At Golden Carpet Cleaners & Janitorial, your satisfaction is our top priority. We are committed to delivering exceptional floor cleaning services that meet or exceed your expectations. If you are not completely satisfied with our service, we will work diligently to resolve any concerns and ensure you receive the quality results you deserve.
Our satisfaction commitment reflects our confidence in our trained professionals, advanced equipment, and proven cleaning methods. We stand behind every service we provide with a comprehensive approach to customer satisfaction.
2. When Refunds Apply
Refunds may be considered under the following circumstances:
- Service Not Performed: If we are unable to complete scheduled services due to circumstances within our control
- Failure to Meet Specified Standards: When completed work fails to meet the quality standards outlined in our service agreement
- Unresolved Service Issues: If we cannot successfully address legitimate service concerns through our re-service policy
- Billing Errors: When payment has been processed incorrectly or for services not requested
- Cancellation Policy Violations: If we fail to honor our cancellation and rescheduling commitments
All refund requests are evaluated based on the specific circumstances of each case and must be supported by reasonable evidence of service deficiency.
3. Refund Process
To request a refund, please follow these steps:
- Contact Us Promptly: Notify us of your concerns within 48 hours of service completion by phone at (530) 622-8906 or email at chanadickerson@floorshineco.com
- Provide Documentation: Submit details about the specific issues, including photographs if applicable, to support your refund request
- Allow Inspection Opportunity: Permit our team to inspect the work area to assess the situation and determine appropriate resolution
- Consider Re-Service Option: Many concerns can be resolved through our complimentary re-service program, which we typically recommend as the first resolution approach
- Refund Processing: If a refund is approved, payment will be processed within 5-10 business days using the original payment method
4. Situations Where Refunds Don't Apply
While we strive for customer satisfaction, refunds are not available in certain circumstances:
- Pre-existing Conditions: Damage, stains, or wear that existed before our service and were disclosed during initial assessment
- Unrealistic Expectations: Results that are within industry standards but don't meet unrealistic customer expectations
- Customer-Caused Issues: Problems resulting from customer actions after service completion
- Natural Limitations: Permanent stains, wear patterns, or damage that cannot be corrected through cleaning
- Weather-Related Delays: Service delays due to severe weather conditions beyond our control
- Access Issues: Inability to complete service due to customer-related access problems
- Normal Wear: Regular soil accumulation or wear patterns that occur after service completion
- Satisfaction After Re-Service: When concerns have been successfully addressed through our re-service program
5. Re-Service Policy
Before considering refunds, we typically offer re-service opportunities:
- Complimentary Re-Service: We will return at no additional charge to address any areas that did not meet our quality standards
- Alternative Methods: If initial cleaning methods were ineffective, we may try alternative approaches at no extra cost
- Scheduling Flexibility: Re-service appointments can be scheduled at your convenience within a reasonable timeframe
- Senior Technician Review: A senior team member may accompany the re-service to ensure optimal results
6. Partial Refunds
In some cases, partial refunds may be appropriate:
- Incomplete Service: When only a portion of the contracted service was completed satisfactorily
- Limited Area Issues: When service deficiencies affect only specific areas rather than the entire job
- Reduced Service Value: When circumstances result in diminished value from the completed service
- Time-Based Adjustments: For delays or extended service times that impact customer convenience
7. Service Guarantee Limitations
Our service guarantees are subject to certain limitations:
- 30-Day Window: All satisfaction claims must be made within 30 days of service completion
- Single Re-Service: Each service location is eligible for one complimentary re-service per contract
- Professional Assessment: Determinations are based on professional cleaning industry standards
- Reasonable Expectations: Results must be evaluated against realistic cleaning outcomes
8. How to Request a Refund
To initiate a refund request, contact us using any of the following methods:
- Phone: Call us directly at (530) 622-8906 during business hours
- Email: Send detailed information to chanadickerson@floorshineco.com
- In-Person: Visit our office at 185 Argonaut Dr, Placerville, CA 95667
- Written Request: Submit a written refund request via mail to our business address
Please include your contact information, service date, invoice number, and detailed description of the concerns when submitting your request.
9. Resolution Timeline
We are committed to resolving refund requests promptly:
- Initial Response: We will respond to your refund request within 24 hours of receipt
- Investigation Period: Most cases are reviewed and resolved within 3-5 business days
- Complex Cases: Situations requiring additional investigation may take up to 10 business days
- Refund Processing: Approved refunds are processed within 5-10 business days
10. Contact Information
For questions about our refund policy or to discuss specific concerns about your service experience, please contact us:
We value your business and are committed to ensuring your complete satisfaction with our professional floor cleaning services.