Refund Policy

1. General Terms

Naranjita Cleaning provides subscription cleaning services on a prepayment basis. The subscription fee is paid before services begin. One-time cleanings are paid by agreement.

We care about the quality of our work and are happy to resolve any unsatisfactory situation. All refund requests are handled individually and only when confirmed violations on our part are proven.

2. When a Refund is Possible

Refunds are considered only in the case of a proven violation by Naranjita Cleaning:

• The service was not provided due to company fault (unplanned cancellation without notice)
• The service provided significantly differed from the agreed scope of work
• Confirmed damage to client property caused by our specialist

3. Subscription Refunds

Naranjita Club subscription is a prepaid service package:

• Unused subscription visits may be compensated proportionally — only with a confirmed company violation
• Cancellation by the client without company violations is not grounds for a refund of already paid funds
• Force majeure circumstances are reviewed on a case-by-case basis

4. Cancellation and Rescheduling

A booking is considered confirmed once the date and time have been agreed via WhatsApp. Every confirmed booking reserves a team slot and a planned route, which is why late cancellations cause the company real losses.

Rescheduling to another date more than 48 hours before the start is free and unrestricted.

If the client cancels a confirmed booking, compensation for the costs actually incurred applies:

• More than 48 hours before the start — no charge
• The team has already travelled to the property and no access is provided, or the client is absent for 30 minutes — 50 % of the booking value, minimum €50

5. Deposit for Complex Properties

For deep cleaning and post-renovation cleaning, the final price is determined after an on-site inspection or an assessment based on photographs. The online calculator provides an estimate only.

If the work requires a team of three or more specialists, or the estimated booking value exceeds €200, the company may request a deposit of up to 50 % of the agreed amount. The deposit is paid after the quote is agreed and before the work begins.

• The deposit is credited in full towards the price of the booking
• If the company cancels the booking, the deposit is refunded in full within 7 working days
• If the client cancels the booking, the cancellation terms set out above apply

6. How to Submit a Claim

To submit a complaint or refund request:

• Send an email to the official company address (shown below)
• Include the service date and address, description of the violation, and your contact details
• Attach photo evidence or other proof of violation if available
• Complaints must be submitted no later than 24 hours after service completion

7. Refund Timeline

If a refund is confirmed, funds are returned via the original payment method within 5–14 business days depending on the payment system.

The refund decision (approval or rejection) is provided in writing to your specified email.

8. Owner Information