VitalCare Cleaning Services – Refund & Cancellation Policy

1. Introduction

VitalCare Cleaning Services ("VitalCare", "we", "our", "us") is committed to providing professional and high-quality cleaning services. This Refund and Cancellation Policy outlines the procedures, timelines, and conditions under which refunds, re-cleans, or service credits may be issued.

This policy applies to all residential, commercial, post-construction, and specialized cleaning services provided by VitalCare.

2. Purpose

• Ensure transparency in refund and cancellation processes
• Protect client rights while safeguarding company operations
• Provide clear steps for complaint resolution
• Minimize disputes and improve client satisfaction

3. Refund Eligibility

1. Service not delivered as agreed in the contract or booking confirmation
2. Major quality concerns reported within 24 hours of service completion
3. Service disruption caused by VitalCare’s negligence

Examples:

• Missed cleaning areas that were part of the original agreement
• Incorrect cleaning service provided
• Failure to deliver promised cleaning standards

4. Non-Refundable Situations

• Change of mind after service completion
• Issues arising from client misinformation or unprepared premises
• Normal wear and tear or unavoidable staining
• Unsafe conditions that prevent service delivery

5. Complaint Resolution Process

Clients should submit complaints to info@vitalcare.co.ke or call +254 [ 720 981 198].

1. Acknowledgment of complaint within 24 hours
2. Assessment and review of the issue
3. Communication of proposed resolution (re-clean, partial refund, or service credit)
4. Implementation of resolution within 5 business days

Documentation: Clients may be required to provide photos, notes, or other evidence to support the complaint.

6. Cancellations

• 24+ hours notice: Full refund or rescheduling without penalty
• Less than 24 hours notice: Cancellation fee may apply
• Emergency cancellations assessed on a case-by-case basis

Cancellations must be submitted via email or phone. Confirmation will be sent within 1 business day.

7. Refund Processing

• Approved refunds are processed using the original payment method
• Processing time may vary depending on banks or mobile payment providers
• Partial refunds or service credits will be communicated and documented

8. Service Credits

• Service credits may be offered instead of monetary refunds
• Credits are valid for 6 months from the issue date
• Credits are non-transferable and cannot be exchanged for cash

9. Client Responsibilities

• Reporting issues promptly within the specified 24-hour window
• Providing access to the premises for re-cleaning if required
• Maintaining records of transactions and communications

10. Legal Considerations

• This policy is governed by the laws of the Republic of Kenya
• Disputes not resolved internally may be escalated to mediation or legal action
• VitalCare reserves the right to update this policy at any time