REFUND POLICY
​At Ivory & Shine, we take pride in delivering eco-friendly, hotel-standard cleaning with precision and care. Your satisfaction matters to us, but we also operate with clear and fair terms to protect both
Eligibility
Refund requests must be made within 48 hours of the service.
​Requests must include specific details and evidence ( photos, notes, or descriptions ) of the issue.
The property must have been accessible and prepared for cleaning at the time of the appointment.
If access was denied, delayed, or unsafe, the booking is non-refundable.
Resolution Options
Where issues are confirmed, we will at our sole discretion provide either :
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A complimentary re-clean of the affected area or
A partial or full refund to your original payment method.
Exclusions
Refunds are not available for :​
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Pre-existing damage, stains, or wear that cannot be remedied through cleaning.
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Results outside the scope of normal cleaning ( e.g. pest infestations, deep mould removal, hazardous waste.
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Service cancelled or rescheduled with less than 24 hours' notice.
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Our liability is strictly limited to the cost of the original service provided.
Timing & Fees
Approved refunds are processed within 5-10 business days, depending on your bank or payment provider.
Transaction fees and third-party payment charges are non-refundable.
Fair Use Clause
Ivory & Shine reserves the right to decline repeated refund requests where services have been delivered as agreed.
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Abuse of the refund process (e.g. false claims, unreasonable demands ) may result in refusal of service and/or legal action.