Returns & Refunds policy
1. Introduction
At Top-Quality Home Services in Kuwait, our priority is to deliver exceptional services to our clients. We understand that situations may arise where a refund is requested. This policy outlines the specific conditions under which refunds will be processed and provides a clear understanding of your rights as a client.
2. Refund Eligibility
2.1. Service Not Provided
- Full Refund: If, for any reason, we are unable to provide the service you booked, you are entitled to a full refund. This includes instances where our professional did not arrive at the scheduled time, or where we were unable to perform the service due to internal issues such as staff unavailability, equipment failure, or scheduling errors.
- Notification Requirement: In the event that the service was not provided, you must notify us within 24 hours of the scheduled service time to qualify for a refund.
2.2. Service Cancellation
- Cancellation by Client (24 Hours Notice): If you cancel the service at least 24 hours before the scheduled service time, you are eligible for a full refund or the option to reschedule without any additional charges.
- Late Cancellations (Less Than 24 Hours Notice): If you cancel the service within 24 hours of the scheduled time, no refund will be issued, and a cancellation fee may apply. This is due to the difficulty in reallocating resources on short notice.
2.3. Service Failure or Quality Issues
- Re-Service Option: If the service was provided but did not meet the agreed-upon quality standards, we offer a re-service at no additional cost. We must be notified of the issue within 24 hours of the service completion.
- Partial Refunds: In cases where re-service is not possible, a partial refund may be offered at our discretion, based on the nature and extent of the service failure.
3. No Refunds
3.1. Service Provided
- Completion of Service: Once the service has been completed as per the agreed terms, no refunds will be issued. This applies even if you are not fully satisfied with the results, as our satisfaction guarantee provides for re-service or adjustments rather than refunds.
- Client's Responsibility: It is the client’s responsibility to clearly communicate all service requirements and expectations during the booking process and before the service begins. Any dissatisfaction arising from unclear or unmet expectations after the service has been performed will not be eligible for a refund.
3.2. No-Show by Client
- Missed Appointments: If you are not present at the scheduled time and location to allow our professionals to provide the service, and you have not informed us in advance, no refund will be issued. Rescheduling may be offered, subject to availability, but additional charges may apply.
4. Refund Process
4.1. Requesting a Refund
- How to Request: To request a refund, please contact our customer service team within 24 hours of the scheduled service time. You will need to provide your booking reference, details of the service in question, and the reason for the refund request.
- Processing Time: Once your refund request is received, we will review it and notify you of the outcome within 5 business days. If approved, your refund will be processed within 7-10 business days to the original payment method. Please note that the actual time for the refund to reflect in your account may vary depending on your bank or payment provider.
4.2. Refund Denial
- Reasons for Denial: Refund requests may be denied if the service was provided as agreed, if the cancellation policy was not adhered to, or if the request falls outside the eligibility criteria outlined in this policy.
- Dispute Resolution: If you disagree with our decision regarding a refund, you may request further review by contacting our customer service manager. Our goal is to resolve all disputes amicably and to your satisfaction.
5. Contact Information
If you have any questions, concerns, or require assistance with a refund or any other aspect of our services, please do not hesitate to contact us at:
- Email: [Your Email Address]
- Phone: [Your Phone Number]
- Address: [Your Office Address]
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail amshazahid@gmail.com