Refund Policy

This Refund Policy outlines the conditions under which refunds, service credits, or re-cleaning services may be provided by Elquira (“Company,” “we,” “our,” or “us”). By booking our services, you agree to the terms described below.

1. General Policy

Elquira is committed to delivering high-quality residential and commercial cleaning services. Due to the nature of cleaning services, refunds are not automatically granted once a service has been completed.

Refund eligibility is determined on a case-by-case basis and subject to the conditions outlined in this policy.

2. Satisfaction Guarantee

If you are not satisfied with the quality of service provided, you must notify us within 24 hours of service completion.

Upon review, we may offer one of the following remedies:

  • A complimentary re-clean of specific areas
  • A partial refund
  • A service credit for future use

Failure to notify us within 24 hours may result in ineligibility for adjustments.

3. Conditions for Refund Eligibility

Refunds or adjustments may be considered if:

  • The cleaning service was not delivered as agreed
  • Significant areas listed in the service agreement were missed
  • There is verifiable service-related damage

Refunds will not be issued for:

  • Pre-existing damage
  • Stains or buildup that cannot be removed
  • Normal wear and tear
  • Dissatisfaction based on unrealistic expectations
  • Areas not included in the agreed service scope

4. Re-Clean Policy

Where appropriate, Elquira reserves the right to return and re-clean the affected areas before issuing any refund.

The re-clean must be scheduled within a reasonable timeframe and the property condition must remain substantially the same as immediately after the original service.

If the client declines a re-clean opportunity, refund eligibility may be reduced or denied.

5. Cancellations and Deposits

5.1 Cancellations

  • Cancellations made at least 24 hours before the scheduled appointment may receive a full refund (if prepayment was made).
  • Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee.
  • Same-day cancellations may result in full service charges.

5.2 Missed Appointments

If our team arrives and cannot access the property, or the client is unavailable without notice, a missed appointment fee may apply.

6. Move-In / Move-Out Services

For move-in or move-out cleaning:

  • Refund requests must be submitted within 24 hours.
  • We may require photographic evidence of concerns.
  • Refunds will not be issued for landlord or third-party inspection outcomes that are unrelated to cleaning scope.

7. Damage Claims

If accidental damage occurs:

  • It must be reported within 24 hours.
  • Supporting documentation or photos may be required.
  • We reserve the right to repair the damage before issuing compensation.

Claims reported beyond 24 hours may not be eligible.

8. Payment Disputes and Chargebacks

Clients agree to contact Elquira directly to resolve concerns before initiating a chargeback or payment dispute.

Unjustified chargebacks may result in:

  • Additional administrative fees
  • Legal collection procedures where permitted by law
  • Suspension of future services

9. Non-Refundable Situations

Refunds will not be granted in cases involving:

  • Client-provided inaccurate property descriptions
  • Unsafe working conditions
  • Restricted access to certain areas
  • Presence of hazardous materials
  • Service interruptions beyond our control (e.g., power outage)

10. Processing Time

Approved refunds will be processed within 5–10 business days using the original payment method, where possible.

Processing times may vary depending on the payment provider.

11. Force Majeure

Elquira is not responsible for service disruptions caused by:

  • Severe weather
  • Natural disasters
  • Government restrictions
  • Events beyond reasonable control

Refunds in such cases will be evaluated individually.

12. Policy Modifications

We reserve the right to update or modify this Refund Policy at any time. Updated versions will be posted on this page with a revised effective date.

Continued use of our services constitutes acceptance of the updated policy.

13. Contact Information

For refund requests or concerns, please contact:

Elquira
2898 Carling Ave
Ottawa, ON, Canada
Phone: +1 613-324-3559
Email: [email protected]

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