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Return & Refund Policy

KL Cleaning & Home Services

Return & Refund Policy

Effective Date:  1/05/2025

KL Cleaning & Home Services (“KL Cleaning”, “KLCHS”, “we”, “us”, or “our”) provides professional residential and commercial cleaning services in Edmonton and surrounding areas. This Return & Refund Policy explains how we handle concerns, refunds, re-cleans, gift cards, tips, and e-wallet (e-credit/tab) balances.

By booking a service, purchasing a gift card, leaving a tip, or adding funds to your e-wallet, you agree to the terms outlined in this Policy.

1. Overview

Our services require reserving specific time, staff, and equipment. Because cleaning services involve labour and time that cannot be returned, monetary refunds are generally not provided for completed services.

We are committed to service quality and, where appropriate, may offer a re-clean or service credit in accordance with this Policy.

2. Cleaning Services – Satisfaction Resolution

2.1 Service Satisfaction Window

If you have a concern regarding the quality of a completed cleaning service, you must notify us within 24 hours of service completion.

After review, KL Cleaning may, at its discretion, offer one of the following:

  • A one-time complimentary re-clean of the specific area of concern; or
  • A service credit applied to your KL Cleaning account where a re-clean is not reasonably possible.

2.2 Eligibility for Re-clean or Service Credit

Re-cleans and service credits are not automatic and are issued at the sole discretion of KL Cleaning. Requests may be declined if, including but not limited to, the following circumstances apply:

  • The area was not included in the original booking or agreed scope of work
  • The issue resulted from conditions outside our control (e.g., excessive clutter, hoarding, infestation, structural damage, hazardous materials, or unsafe conditions)
  • More than 24 hours have passed since service completion
  • Safe or reasonable access for a re-clean is not provided

2.3 Non-Refundable Service Fees

The following are generally non-refundable:

  • Completed cleaning services
  • Deep cleaning, move-in/move-out, post-construction, or specialty services already performed
  • Late cancellation fees
  • No-show or lock-out fees where access or safety prevented service completion

KL Cleaning reserves the right to charge full or partial service fees where incorrect booking information, unsafe conditions, or lack of access prevent completion of scheduled work.

3. Gift Cards

3.1 Final Sale

All gift card purchases are final sale. Gift cards are non-refundable, non-transferable, and not redeemable for cash except where required by law.

3.2 Use of Gift Cards

Gift cards may be applied toward eligible future cleaning services. Gift cards do not expire as long as KL Cleaning continues to operate and may only be redeemed by the holder of the valid code or associated account.

3.3 Lost or Stolen Gift Cards

KL Cleaning is not responsible for lost, stolen, damaged, or misused gift cards. Gift cards will not be replaced or refunded under any circumstance.

4. Tips

Tips provided to cleaners—whether through the website, invoice, e-wallet, or in person—are voluntary and non-refundable once submitted or charged.

5. e-Wallet / e-Credit (Tab)

5.1 Adding Funds

Funds added to a KL Cleaning e-wallet or tab account are:

  • Non-refundable
  • Non-transferable
  • Not redeemable for cash, except where required by law

5.2 Expiry

e-Wallet and tab balances do not expire as long as your account remains active and KL Cleaning continues to operate.

5.3 Account Security

You are responsible for maintaining the security of your login credentials. KL Cleaning is not responsible for unauthorized use of e-wallet or tab balances resulting from shared or compromised access.

6. Cancellations, Rescheduling, and Fees

6.1 Standard Cancellation Window

Bookings may be cancelled or rescheduled without penalty if notice is provided at least 24 hours before the scheduled start time.

6.2 Late Cancellations and Lock-Outs

If cancellation occurs with less than 24 hours’ notice, or if access is unavailable or unsafe, KL Cleaning may charge:

  • Up to 50% of the scheduled service fee for late cancellations
  • Up to 100% of the service fee for lock-outs, no-shows, or unsafe conditions

These charges are non-refundable and cover reserved labour, travel, and lost booking capacity.

7. Promotions and Discounts

Promotional offers have no cash value and cannot be exchanged for money. Unless stated otherwise:

  • Promotions cannot be combined
  • Discounts cannot be applied retroactively
  • Unused promotional value is non-refundable and non-transferable

8. Refund Method and Processing

In rare cases where a monetary refund is approved, refunds will:

  • Be issued to the original payment method only
  • Be processed within approximately 5–10 business days, depending on the payment provider

KL Cleaning retains discretion in determining whether issues are resolved by re-clean, service credit, or refund.

9. Policy Changes

This Policy may be updated periodically to reflect operational, pricing, or legal changes. The effective date will be updated accordingly. Continued use of our services constitutes acceptance of any revised Policy.

10. Contact Information

For questions or concerns regarding this Policy, please contact:

KL Cleaning & Home Services

Email: info@klcleaning.ca

Phone: +1 (780) 851-8557

Website: https://klcleaning.ca