STS Premier Cleaning, LLC – Refund & Service Policy
At STS Premier Cleaning, LLC, our goal is to deliver exceptional cleaning services with honesty, reliability, and professionalism. Your satisfaction is important to us, but so is protecting the time and effort of our hard-working team.
This policy outlines how we handle service quality, refunds, and related matters for both residential and commercial clients.
1. Satisfaction Guarantee (Residential)
We guarantee high-quality service every visit.
If you are dissatisfied with any area we have cleaned, notify us within 24 hours of your appointment. We will promptly return to re-clean the specific areas of concern at no additional cost.
Please note:
Refunds are not provided for completed cleanings. Our guarantee is limited to a complimentary re-clean of the disputed area(s).
Requests received after 24 hours will not be eligible for re-cleaning or review.
Satisfaction guarantee does not apply to conditions that are unsafe, unsanitary, or require specialized restoration (e.g., mold removal, biohazard, permanent stains, or damage caused by neglect).
2. Cancellations, Lockouts & Access
To respect our staff’s time and scheduling:
Cancellations or reschedules made less than 24 hours before your appointment may incur a 50% service charge.
If our team cannot access your property, is turned away at arrival, or encounters an unsafe environment (aggressive pets, active infestations, or hazardous materials), a full-service fee may apply.
Repeated last-minute cancellations or no-shows may result in suspension of future service.
3. Payment Terms
Payment is due at or before the time of service unless otherwise agreed in writing.
Non-payment or charge disputes filed without prior communication may result in suspension of services and possible collection actions.
Refunds or credits will not be issued for services that were delivered as agreed.
4. Damage or Loss
Our cleaners are trained to handle your home and belongings with care. In the rare event of accidental damage:
Please report any issue within 24 hours of service completion.
We reserve the right to inspect and evaluate the claim before any resolution.
STS Premier Cleaning is not responsible for items that were already broken, improperly installed, unstable, or unsecured (e.g., loose shelves, wobbly fixtures, hanging mirrors, or weak surfaces).
Liability is limited to repair or replacement up to the cost of service provided on the date of the incident.
5. Pre-existing Conditions & Limitations
We do not guarantee the removal of:
Permanent stains, discoloration, or damage caused by wear, neglect, or improper maintenance.
Grout or caulking deterioration, hard water buildup, or residue requiring specialty chemicals or restoration services.
Any areas or materials that cannot be safely cleaned with standard products and tools.
6. Third-Party & Managed Bookings
For services booked through a third party (e.g., property managers, platforms, or contractors), all payment, refund, and satisfaction matters must be handled directly through the original booking source.
7. Commercial Clients
Commercial cleaning services—including offices, banks, and other facilities—are governed strictly by the individual contractual agreement between the client and STS Premier Cleaning, LLC.
All refund, re-clean, or termination provisions are defined within that contract.
This public refund policy does not apply to commercial or government accounts.
8. Service Environment
Our team must have a safe, secure, and sanitary workspace. STS Premier Cleaning reserves the right to refuse or discontinue service if conditions pose health or safety risks to our staff.
9. Scheduling Adjustments
We reserve the right to adjust or reschedule appointments due to severe weather, staffing shortages, or other operational issues. Clients will be notified as early as possible and rescheduled promptly.
10. Final Decisions
STS Premier Cleaning, LLC reserves the right to determine the appropriate resolution in any dispute, including re-cleaning, partial credit, or denial of refund based on documented service performance.
Contact Us
Questions or concerns can be directed to:
📧 cleaning@stspremier.com
🕒 Response hours: Monday–Friday, 8:00 AM–6:00 PM