Effective Date: July 9, 2026
At OrderLine Express, customer satisfaction is our highest priority. We strive to provide reliable, professional, and high-quality cleaning services. If you are not completely satisfied with the service you receive, please review our refund policy below.
1. Satisfaction Guarantee
If you are dissatisfied with the quality of our cleaning service, please notify us within 24 hours of the service completion. We will carefully review your concerns and, where appropriate, schedule a complimentary re-clean of the affected areas before considering a refund.
2. Eligibility for Refunds
Refund requests may be approved under the following circumstances:
- Our cleaning team fails to arrive for a confirmed appointment without prior notice.
- The requested service was not completed due to an issue caused by OrderLine Express.
- Significant areas included in the agreed cleaning package were not cleaned.
- The service provided was substantially different from the booked service.
All refund requests are reviewed individually to ensure a fair resolution.
3. Situations Not Eligible for Refunds
Refunds will generally not be issued in the following situations:
- The customer is dissatisfied with issues outside the agreed scope of work.
- Additional cleaning services are requested after the original service has been completed.
- Access to the property was unavailable or delayed due to the customer.
- The property contains permanent stains, damage, mold, rust, discoloration, or wear that cannot be removed through standard cleaning methods.
- The customer refuses the offered re-clean service.
- Cancellation fees apply according to our Cancellation Policy.
4. Re-Clean Policy
Our first priority is to correct any service-related concerns. If a legitimate issue is reported within 24 hours, we may schedule a free re-clean of the affected areas at no additional cost. A refund may be considered only if the issue cannot be reasonably resolved through a re-clean.
5. Refund Process
To request a refund, please contact our customer support with:
- Your full name
- Service address
- Booking or invoice number
- Date of service
- A detailed explanation of the issue
- Photos of the affected areas (if applicable)
Our team will review your request and may contact you for additional information before making a decision.
6. Refund Method
If a refund is approved, it will be processed using the original payment method whenever possible. Processing times typically range from 5 to 10 business days, depending on your payment provider or financial institution.
7. Partial Refunds
In some cases, a partial refund may be issued if only a portion of the booked service was affected or incomplete.
8. Changes to This Policy
OrderLine Express reserves the right to update or modify this Refund Policy at any time. Any changes will become effective immediately upon being published on our website.
9. Contact Us
If you have any questions regarding this Refund Policy or would like to submit a refund request, please contact our customer support through the contact information provided on the OrderLine Express website.ur request and respond as quickly as possible.
Changes to This Policy
OrderLine Express reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page and become effective immediately upon publication.
If you have any questions regarding this Refund Policy, please contact our customer support team through the contact information provided on our website.