Refund Policy

Refund Policy (Stellaris Finish Clean)

Effective Date: 24-48hrs of service date

At Stellaris Finish Clean, we take pride in delivering consistent, high-quality cleaning services. If something is missed or does not meet the agreed scope, we want to make it right promptly and professionally. This Refund Policy explains when refunds may be issued and how concerns are handled.

1) Our Service Standard: Re-Clean First

Because cleaning quality is best verified in person, our standard resolution is a prompt re-clean of the affected area(s) at no additional charge, provided the concern is reported within the timeframe below and falls within the original scope of work.

2) Eligibility Window for Requests

To be eligible for a re-clean or refund review, you must notify us within:

24 hours of service completion for post-construction / final cleans
48 hours of service completion for recurring commercial cleaning
24 hours of service completion for one-time commercial cleaning

Notifications received outside these windows may still be reviewed, but eligibility is not guaranteed.

3) What We Need to Process a Request

To quickly and fairly evaluate a claim, please provide:

Your name and service address
Date of service
A brief description of the issue
Clear photos/video (if applicable)
Any access limitations (locked rooms, restricted areas, etc.)

Submit requests to: [email] or [phone].

4) When a Refund May Be Considered

Refunds are not automatic. If a re-clean is not feasible or does not resolve the issue, we may consider a refund. Depending on the situation, refunds may be:

Partial refund (most common), based on the specific area(s) or line items not completed to standard
Credit toward future service (by request or agreement)
Full refund (rare), typically only when we are unable to deliver the service at all and no meaningful work was performed

Refund determinations are based on:

The written scope (estimate/work order/checklist)
Site conditions at time of service
Photos/notes from our team
Your documentation submitted within the eligibility window

5) Non-Refundable Situations

Refunds (and free re-cleans) are not provided for issues outside our control or outside the agreed scope, including but not limited to:

Normal wear and tear (permanent staining, scratches, etched glass, discoloration, rust, hard-water damage, worn finishes)
Pre-existing damage discovered after cleaning
Construction defects or trade-related issues (paint overspray, grout haze, caulk smears, adhesive residue, thinset, drywall mud, etc.) unless explicitly included in the scope
Areas not accessible during the visit (locked rooms, obstructed surfaces, no power/water when required)
Re-soiling after service (foot traffic, pets, cooking, dust from ongoing construction, HVAC cycling, open windows, landscaping dust, etc.)
Work requested that requires specialty restoration (mold remediation, biohazard cleanup, fire/smoke restoration, hazardous materials) unless contracted separately
Dissatisfaction based on preference where the service meets the agreed scope (e.g., scent preferences, product preferences not communicated in advance)

6) Post-Construction Cleaning Specific Terms

Post-construction environments can include ongoing dust settlement. Unless your agreement includes multiple visits, our service is considered complete once the contracted scope is performed at the scheduled visit.

We recommend:

Cleaning scheduled after trades have fully completed
HVAC filters changed and system stabilized
Windows/doors closed during heavy dust or landscaping work

If additional cleaning is needed due to continued construction activity, we can schedule an additional visit at standard rates.

7) Payment Disputes and Chargebacks

We ask that you contact us first so we can resolve the issue quickly. Initiating a chargeback without giving us the opportunity to re-clean may void refund eligibility and may result in documentation being provided to the payment processor.

8) How Refunds Are Issued

If approved:

Refunds are issued to the original payment method whenever possible
Processing time is typically 5–10 business days, depending on your bank/payment provider
Credits (if issued) will be documented in writing and applied to a future invoice

9) Cancellations and Deposits (If Applicable)

If your job requires a deposit or scheduled crew allocation (common for post-construction cleans), the following may apply:

Cancellations with 48+ hours notice: deposit may be credited or refunded (less any non-recoverable costs)
Cancellations with under 48 hours notice: deposit may be retained as a scheduling fee
Same-day cancellations / no access / lockouts: may be charged a trip fee or minimum service fee

(If you don’t take deposits yet, you can remove this section.)

10) Contact

If you have any questions or concerns, contact us:

Stellaris Finish Clean
Phone: 1-480-287-6657
Email: info@stellarisfinishclean.com
Service Area: Mesa • Chandler • Gilbert • Florence • San Tan Valley • Scottsdale