Refund Policy

Our Promise to You

At Hooper Cleaning Company, we stand behind the quality of our work. We are committed to providing exceptional cleaning services and ensuring your complete satisfaction. If you're not satisfied with our service, we're here to make it right.

Satisfaction Guarantee

24-Hour Satisfaction Guarantee: If you're not completely satisfied with any cleaning service, contact us within 24 hours of the service completion, and we will return to re-clean the area at no additional charge.

What We Cover:

• Incomplete cleaning of specified areas
• Missed spots or areas that need attention
• Items that require re-cleaning due to our oversight
• Standard cleaning services that don't meet our quality standards

Refund Eligibility

Full Refunds: Full refunds are available in the following circumstances:

• Service was not performed as scheduled
• Our team was unable to access your property through no fault of your own
• Service was performed but did not meet basic cleaning standards
• You cancelled more than 24 hours in advance and no service was provided

Partial Refunds: Partial refunds may be offered for:

• Services that were partially completed due to unforeseen circumstances
• Cancellations made less than 24 hours in advance (processing fee may apply)
• Services where specific areas were not completed due to access issues

What Doesn't Qualify for Refunds

Refunds are not available in these situations:

• Pre-existing conditions or damage discovered during cleaning
• Stains or marks that were present before our service
• Items that were damaged due to pre-existing fragility
• Services not meeting personal preferences when basic standards were met
• Access to the property was denied after our team arrived
• Pets or other animals interfering with service completion
• Requests for re-cleaning made more than 24 hours after service

How to Request a Refund or Re-service

Step 1: Contact Us Immediately

Call us at (904) 845-4518 or email arlethrice@hooperrcleaning.com within 24 hours of your service.

Step 2: Provide Details

When contacting us, please provide:

• Date and time of service
• Specific areas or items of concern
• Detailed description of the issue
• Your preferred resolution (re-service or refund)

Step 3: Assessment

We will assess the situation and determine the appropriate resolution.

Step 4: Resolution

We'll either schedule a re-service at no charge or process a refund according to our policy.

Processing Time

• Re-service: Typically scheduled within 48-72 hours
• Refunds: Processed within 5-7 business days
• Re-service confirmation: Given within 24 hours of request

Cancellation Policy & Refunds

24+ Hours Notice: No charge for cancellations

Less than 24 Hours Notice: 50% of service fee may be charged

Same Day Cancellation After Team Dispatched: Full service fee may be charged

No-Show (Unable to Access Property): Full service fee may be charged plus travel costs

Payment Refund Methods

Refunds will be processed using the original payment method:

• Credit/Debit Cards: 5-7 business days
• Cash: Cash refund or credit on account
• Check: New check issued within 7-10 business days

Emergency Services

For emergency cleaning services or urgent issues, we prioritize quick response and resolution. Same-day or next-day service may be available for an additional fee.

Service Area Limitations

Our service guarantee applies only to our primary service area within 25 miles of Hilliard, FL. For locations outside this area, additional terms and conditions may apply.

Modifications to This Policy

We reserve the right to modify this refund policy at any time. Changes will be posted on our website and communicated to customers before their next scheduled service.

Contact Us

For questions about this refund policy or to request service, please contact us:

• Phone: (904) 845-4518
• Email: arlethrice@hooperrcleaning.com
• Address: 37221 Poole Rd, Hilliard, FL, 32046-6925
• Service Hours: Monday-Friday 8:00 AM - 6:00 PM, Saturday 9:00 AM - 4:00 PM