Returns & Exchanges
Applicability
Phoenix Facility Maintenance Services Ltd provides professional maintenance and cleaning services (not physical products). As such, “returns” or “exchanges” of tangible goods do not apply. This policy governs service satisfaction, adjustments, and refunds.
Phoenix Facility Maintenance Services Ltd provides professional maintenance and cleaning services (not physical products). As such, “returns” or “exchanges” of tangible goods do not apply. This policy governs service satisfaction, adjustments, and refunds.
1. Service Satisfaction Guarantee
We strive to deliver services that meet or exceed your expectations. If you are dissatisfied with any aspect of our service, you must notify us in writing (email: stockex8@outlook.com) within 24 hours of service completion, providing:
- Date and time of service.
- Specific details of the issue (e.g., “uncleaned restroom corners,” “incomplete HVAC filter replacement”).
- Photos/videos (if applicable) to document the concern.
2. Remedial Actions
Upon receiving your notification, we will acknowledge it within 4 hours and implement one or more of the following remedies, at our discretion:
- Re-performance: A team will return to re-deliver the unsatisfactory portion of the service at no additional cost, within 48 hours of notification.
- Service Adjustment: Modify the scope of future scheduled services to address the issue (e.g., adding a deep clean for recurring problems).
- Partial Refund: A refund for the portion of the service that failed to meet agreed standards (calculated based on service time/cost). Refunds will be processed within 7 business days via the original payment method.
3. Time Limits for Claims
- No claims will be accepted for services completed more than 24 hours prior to notification, as timely feedback is critical to verifying and resolving issues.
- For recurring services (e.g., daily office cleaning), each instance is treated separately; claims must be submitted within 24 hours of each occurrence.
4. Cancellations & Rescheduling
- Cancellations: To cancel a one-time service, notify us at least 48 hours before the scheduled start time. Cancellations with less than 48 hours’ notice will incur a fee of 50% of the service cost (to cover staff scheduling and preparation).
- Rescheduling: You may reschedule a service without charge up to 24 hours before the start time. Rescheduling with less than 24 hours’ notice may incur a 25% fee.
- No-Show Policy: If we arrive at the scheduled time but are denied access to the facility (e.g., locked premises, no contact), you will be charged 100% of the service cost.
5. Non-Refundable Services
The following services are non-refundable once completed, unless proven to be negligently performed:
- Emergency repairs (e.g., burst pipe fixes, electrical emergency response).
- One-time deep cleaning services for vacated premises.
- Inspections and maintenance reports (where the issue is verified as beyond our control).
6. Dispute Resolution
If you disagree with our response to a satisfaction claim, you may request a formal review by our Quality Assurance Team. Submit your appeal in writing within 7 days of our decision, and we will provide a final resolution within 10 business days.