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Refund Policy

Last updated: July 10, 2024

CLEIN is committed to providing the highest quality in the services offered. Our refund policy is designed to protect customers' rights and ensure their satisfaction. If, for any reason, you are not completely satisfied with the service received, please read the following information to understand the conditions for requesting a refund.

1. Services Offered

CLEIN provides a range of services, including but not limited to:

  • Domestic cleaning
  • Maintenance and repairs
  • Renovation services
  • Consulting services for home and property management

Each service is provided by a qualified professional who will follow the customer's specific requests, respecting the agreed timelines and quality standards.

2. Refund Criteria

Refunds may be requested in specific cases of dissatisfaction, as outlined below:

  • Unperformed Services: If the booked service was not provided for any reason, the customer is entitled to a full refund. This also includes cases where the professional does not show up or is unable to perform the service.
  • Unsatisfactory Services: If the service received does not meet expectations or does not match the description provided at the time of booking, a partial or full refund may be requested. A refund request must be submitted within 48 hours of the service completion, including photos or documentation to support the claim.
  • Partially Performed Services: If the service was only partially completed, such as when certain tasks were not finished, a partial refund or rescheduling of the service may be requested.
  • Non-Compliance by the Provider: If the service provider does not meet the agreed quality standards (e.g., lack of experience or proper equipment), the customer is entitled to a refund or rescheduling of the service.

3. Procedure to Request a Refund

To request a refund, the customer must follow this procedure:

  1. Contact Customer Service: Send a refund request via email to support@clein.it, stating the order number, a description of the service received, and a brief explanation of the reason for the request. You may also use our online contact form to submit your request.
  2. Request Evaluation: Once your request is received, our support team will review the details and respond within 3-5 business days, asking for additional information if needed.
  3. Final Decision: After evaluation, the support team will make a decision regarding the refund request. If the refund is approved, the amount will be returned via the original payment method.
  4. Refund Timing: If the request is approved, the refund will be processed within 7 business days. The refund will be made via the same payment method used by the customer at the time of booking.

4. Exclusions from the Refund Policy

The refund policy does not apply in the following cases:

  • Services already successfully completed: If the service was properly performed and in accordance with the description, no refund will be provided.
  • Last-Minute Cancellations: If the customer cancels the service with less than 24 hours' notice, no refund will be issued. Late cancellations are subject to a penalty fee of 30% of the booked service amount.
  • Service Changes: If the customer changes the type or scope of the service after booking confirmation, no refund will be provided for any price differences. However, the customer will have the option to reschedule the service.
  • Problems Caused by External Factors: If the service cannot be completed due to events beyond our control, such as natural disasters, unexpected technical failures, or property access issues, no refund will be possible.

5. Cancellations and Order Changes

  • Cancellations: The customer may cancel a service up to 24 hours before the scheduled start time. Cancellations made after this period are subject to the penalty described in the previous section.
  • Changes: Changes to the booking can be made without additional charges up to 24 hours before the service start time. Changes requested after this period may incur an additional cost, which will be communicated to the customer in advance.

6. Compensation for Imperfect Services

If the customer is not satisfied with the service outcome, in addition to the refund, a free follow-up service may be offered to correct the issue. In such a case, the customer will be contacted by our team to arrange a new date for service completion.

7. Contacts

If you have any questions or need further assistance regarding our refund policy, please feel free to contact our customer service:

Email: support@clein.it

Phone: +39 080 1234567