Last Updated: August 15, 2023

1. Our Commitment to Quality

At ShinyHome Service, we are committed to providing high-quality cleaning services that meet or exceed your expectations. We understand that occasionally, there might be situations where our services do not fully satisfy your requirements. This Refund Policy outlines the conditions under which we offer refunds or service credits.

2. Satisfaction Guarantee

Your satisfaction is our priority. If you are not completely satisfied with any area we've cleaned, simply notify us within 24 hours of service completion, and we will return to re-clean that area at no additional cost.

This guarantee is subject to the following conditions:

  • The issue must be related to the quality of our cleaning service
  • You must notify us within 24 hours of service completion
  • The area in question must be part of the agreed service scope
  • The property condition must not have changed since our service was completed

3. Refund Eligibility

3.1 Full Refunds

You may be eligible for a full refund in the following situations:

  • We fail to arrive for a scheduled appointment without proper notification
  • We are unable to perform the service due to issues on our end
  • The service was charged but not performed
  • A service was mistakenly charged twice or overcharged

3.2 Partial Refunds

Partial refunds may be issued in the following circumstances:

  • We are unable to complete all agreed services due to time constraints or unforeseen circumstances
  • The quality of service for specific areas falls significantly below our standards
  • There are substantial differences between the agreed service and the actual service provided

3.3 Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Cancellations made less than 48 hours before the scheduled service (cancellation policy applies)
  • No-shows or inability to access the property at the scheduled time
  • The requested service was completed according to our standard procedures and quality guidelines
  • Issues reported after the 24-hour satisfaction guarantee period
  • Services that were added during the cleaning visit and approved by you
  • Unreasonable expectations beyond industry standards or our service description

4. Cancellation Policy

4.1 Cancellation by You

Our cancellation policy is as follows:

  • More than 48 hours before scheduled service: No fee
  • 24-48 hours before scheduled service: 25% of service price
  • Less than 24 hours before scheduled service: 50% of service price
  • Day of service or no-show: 100% of service price

4.2 Cancellation by Us

If we need to cancel or reschedule your service due to unforeseen circumstances, we will:

  • Notify you as soon as possible
  • Offer to reschedule at your earliest convenience
  • If we cannot provide service within a reasonable time frame, we will issue a full refund if payment was already made

5. Refund Process

5.1 Requesting a Refund

To request a refund, please:

  1. Contact our customer service team at info@fayrunicandle.com or call +81-3-3572-1215
  2. Provide your name, service date, and detailed reason for the refund request
  3. Include any relevant photos or evidence if applicable
  4. Submit your request within the applicable timeframe (24 hours for quality issues)

5.2 Refund Review

All refund requests will be reviewed within 3 business days. Our customer service team may contact you for additional information or to schedule a re-cleaning if appropriate.

5.3 Refund Method

Approved refunds will be processed using the original payment method:

  • Credit/debit card payments: 3-7 business days for the refund to appear in your account
  • Bank transfers: 5-10 business days
  • Cash payments: Refunded by bank transfer or credit to your account for future services

6. Service Credits

In some cases, we may offer service credits instead of monetary refunds. Service credits:

  • Are equal to the refund amount you would have received
  • Can be applied to future cleaning services
  • Are valid for 6 months from the date of issue
  • Cannot be transferred or exchanged for cash

7. Damage Claims

If our cleaning personnel cause damage to your property during service:

  • Report the damage within 24 hours of service completion
  • Provide clear photos and a description of the damage
  • We will investigate the claim promptly
  • Validated claims will be handled through our insurance process

Please note that damage claims are handled separately from refund requests and are subject to our insurance provider's procedures.

8. Subscription Services

8.1 Recurring Service Cancellation

For customers with recurring cleaning services:

  • You may cancel your subscription at any time by providing at least 7 days' notice before your next scheduled service
  • No refunds will be issued for partially used subscription periods
  • Any prepaid services that have not been performed will be refunded

8.2 Subscription Adjustments

You may modify your subscription (frequency, services included, etc.) with at least 7 days' notice before your next scheduled service. Pricing will be adjusted accordingly.

9. Special Promotions and Discounts

Services purchased with special promotions, discounts, or gift certificates are subject to the following additional terms:

  • Promotional discounts may not be eligible for cash refunds
  • Refunds on discounted services will be based on the actual amount paid
  • Gift certificates are non-refundable but may be transferred to another person

10. Exceptional Circumstances

We understand that exceptional circumstances can arise. In cases of severe illness, family emergencies, or other unforeseen events, please contact us as soon as possible. We will work with you to find a reasonable solution, which may include waiving cancellation fees or rescheduling services at no additional cost. Documentation may be required.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website. Your continued use of our services after any changes to the Refund Policy constitutes your acceptance of such changes.

12. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our customer service team:

ShinyHome Service
〒220-0061 神奈川県横浜市西区久保町1-28
Email: info@fayrunicandle.com
Phone: +81-3-3572-1215