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Refund Policy

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Cornerstone Cleaning Services LLC, doing business as “Cornerstone Cleaning”

Effective Date: January 1, 2026 (last updated October 21, 2026)

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How We Make Things Right

Every visit ends with a quality check against your service checklist, and anything we missed is fixed free within 24 hours. Because of this, our remedy for quality concerns is a re-clean, not a refund. This page summarizes how that works. Our Terms & Conditions (Sections 4.4 and 4.5) govern, and if anything here conflicts with them, the Terms control.

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End-of-Visit Quality Check

Before leaving, our team checks the cleaned areas against your service checklist and takes completion photos. If you or your representative are present, you’re welcome to look around with the team and point out anything missed so it can be handled on the spot. This look-around is optional and isn’t a condition of payment or of the job being complete. If you take part and don’t raise a concern, we treat that as confirmation those areas were done. Anything you notice later is covered by our 24-hour satisfaction guarantee (Terms Section 4.5).

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Our 24-Hour Fix-It-Free Guarantee

If something in your booked service wasn’t done right, contact us within 24 hours of service completion. We’ll return to re-clean the affected areas at no charge, usually within 24–48 hours.

  • Covers areas included in the service you booked

  • It is a re-clean guarantee, not a right to a refund

  • If you decline a re-clean, we’re unable to offer a refund in its place

  • Clear photos or video of each affected area are required when you report a concern (Terms Section 4.5.2)

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When a Refund May Be Issued

Refunds are reserved for rare cases where we were clearly at fault and a re-clean can’t fix it:

  • We didn’t perform the service as scheduled (for example, our team didn’t arrive or we cancelled without notice)

  • A major failure confirmed by management, such as servicing the wrong property or not performing a large portion of the booked service, reported within 24 hours

  • Billing errors, including incorrect or duplicate charges or charges for services you didn’t request, which we correct in full

Refunds are decided by management after reviewing your report and photos, and are returned to your original payment method within 5–7 business days.

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What Isn’t Eligible for a Refund

  • General dissatisfaction, or preferences not shared before the service

  • Issues reported more than 24 hours after service completion

  • Areas outside the service you booked

  • Pre-existing stains, damage, wear or permanent discoloration

  • Conditions changed after our team left, including by contractors, movers, tenants, guests or pets

  • Service limited by property conditions, such as no access, no water or power, or unsafe or undisclosed conditions (Terms Sections 2.5 and 5.6)

  • Property damage claims, which are handled through our damage claims process (Terms Section 7), not as refunds

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Cancellations

  • 24+ hours’ notice: no fee, and free rescheduling or a full refund of any prepayment

  • Less than 24 hours’ notice: 50% cancellation fee

  • Same-day cancellations (after 11:00 PM the night before, or on the day of service), no-shows and on-site cancellations: 100% of the service fee

  • Recurring service: please give at least 48 hours’ notice before your next visit

  • If we need to cancel, you won’t be charged and we’ll help you reschedule

Cancellation requests sent to us outside business hours (9 AM–6 PM) are processed the next business day, and the fee is based on when the request is processed. See Terms Section 4.1.

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How to Report an Issue

Contact us within 24 hours of service completion:

Phone or text: (510) 394-4409

Email: info@cornerstonecleaningca.com

Contact form: cornerstonecleaningca.com/contact

Please include your name, the service date and address, what needs attention, and clear photos or video of each area (required under Terms Section 4.5.2).

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Questions

Questions about this policy? Call or text (510) 394-4409 or email info@cornerstonecleaningca.com. This policy is part of our Terms & Conditions and is governed by the laws of the State of California.

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