At Nani Cleaning, we want every client to be satisfied with the work we do. This policy explains how we handle situations where that isn't the case.
Our Approach to Service Quality
We take quality seriously and aim to complete every visit to a consistent standard. If something isn't right, we want to know about it and we will address it promptly.
Complaints and Return Visits
If you are not satisfied with the result of a cleaning visit, please contact us within 24 hours of the visit. We will arrange to return and re-clean the areas of concern at no additional charge. This is our primary method of resolving service concerns.
To report a concern: [email protected] or call +1 905-749-6221.
Refunds for Completed Services
As a general policy, we do not offer monetary refunds for cleaning services that have been fully completed. Our preference is always to correct any issues through a return visit.
In exceptional circumstances — where a return visit is not practical or where there has been a genuine failure of service — we will review the situation on a case-by-case basis and respond fairly and reasonably.
Cancellations
If you need to cancel or reschedule a booking, please provide at least 24 hours' notice. Cancellations with less than 24 hours' notice may be subject to a short-notice fee as outlined in our Terms and Conditions. If a booking was prepaid and cancelled with adequate notice, a full refund or credit will be applied.
Damage Claims
If an item in your home was damaged during a visit, please notify us within 48 hours with a description and, where possible, a photograph. We are insured and will handle all damage claims professionally. See our Terms and Conditions for more detail.
Contact Us
For any concerns about a service, please contact us directly and promptly. We respond to all messages within one business day.
- Email: [email protected]
- Phone: +1 905-749-6221