Jenis Cleaning Services
Refund Policy
Effective Date: April 2026
At Jenis Cleaning Services, we are committed to delivering high-quality residential and commercial cleaning services across the Waikato region. This Refund Policy outlines how service concerns, re-cleans, and refunds are handled.
1. Satisfaction Guarantee
Customer satisfaction is important to us.
If you are not satisfied with the service provided, you must notify Jenis Cleaning Services within 24 hours of service completion so we can assess and resolve the issue.
Where appropriate, we will arrange a free re-clean of the affected areas.
2. Re-Clean Policy
A re-clean is the primary resolution offered before any refund is considered.
A re-clean may be arranged when:

• Service expectations were not reasonably met

• Specific agreed cleaning tasks were missed

• There is a verified quality concern

Re-cleans must be completed within a reasonable timeframe agreed between both parties.
3. Refund Eligibility
Refunds are considered only when:

• A re-clean has been attempted but the issue remains unresolved, or

• A re-clean is not reasonably possible due to timing or access limitations

Refund amounts (if approved) will be:

• Partial refunds for affected service areas

• Full refunds only in exceptional circumstances

Refund decisions are made at the discretion of Jenis Cleaning Services after assessment.
4. Non-Refundable Situations
Refunds are not provided in the following situations:

• Issues reported after 24 hours of service completion

• Pre-existing damage or wear and tear

• Results limited by permanent staining or surface condition

• Areas not included in the original service scope

• Lack of utilities (water or electricity) affecting service delivery

• Unsafe working conditions preventing completion

• Change of mind after service completion

5. Access for Re-Clean
Clients must provide reasonable access to the property for any agreed re-clean.
If access cannot be arranged, the refund request may be declined.
6. Time-Based Services
For hourly cleaning services:
Cleaning is completed according to the time booked.
Clients should prioritise areas before the service begins.
Refunds are not provided where time has been fully used as requested.
7. Third-Party Expectations (Move-Out or Real Estate Cleans)
For move-out or property management cleans:
Jenis Cleaning Services does not guarantee bond return decisions made by landlords or property managers.
However, we will address reasonable cleaning-related concerns reported within 24 hours.
8. Payment Disputes
Clients agree to contact Jenis Cleaning Services directly to resolve concerns before initiating payment disputes through banks or third-party providers.
We are committed to resolving concerns fairly and promptly.
9. Processing Approved Refunds
Where a refund is approved:

• Refunds will be processed using the original payment method where possible

• Processing time is typically 3–7 business days

10. Contact Us
For refund requests or service concerns, please contact:
Jenis Cleaning Services
Hamilton, Waikato, New Zealand
Phone: 021 0295 2764
We aim to respond promptly and resolve issues professionally.