Refund Policy

Cornerstone Cleaning Services LLC Effective Date: January 01, 2026

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Our Commitment to Quality

At Cornerstone Cleaning Services LLC, customer satisfaction is our top priority. We stand behind the quality of our work and are committed to making things right if you're not completely satisfied with our service.

This Refund Policy explains when refunds are available, how to request them, and what alternatives we offer.

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Satisfaction Guarantee

We offer a 100% satisfaction guarantee on all cleaning services.

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If you're not satisfied with any aspect of our cleaning, contact us within 24 hours of service completion, and we will:

1. Return to re-clean the areas of concern at no additional charge, OR

2. Issue a refund for the unsatisfactory portion of the service (at our discretion)

 

This guarantee applies to the quality and completeness of the cleaning performed. It does not apply to disputes regarding pricing, staffing, scheduling, or other service terms, which are governed by our Terms & Conditions.

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Our satisfaction guarantee is void if any third-party contractor, guest, or other individual accesses the property after our cleaners complete service and before you inspect it — we cannot guarantee results we no longer control.

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Refund Eligibility

Full Refunds (100%)

Full refunds are automatically provided in the following situations:

✅ Service Not Performed

• We failed to show up for a scheduled appointment

• We were unable to complete the service due to our error or equipment failure

• We cancelled your appointment without proper notice

✅ Major Service Failures

• Significant portions of the agreed-upon service were not completed

• Wrong property was serviced (administrative error)

• Service was performed on the wrong date without your approval

✅ Billing Errors

• You were charged incorrectly

• Duplicate charges occurred

• You were charged for services not requested or performed

 

Partial Refunds (25-75%)

Partial refunds may be offered in these situations:

⚠️ Minor Service Issues

• Some areas were missed or not cleaned to standard

• Quality was inconsistent across different rooms

• Specific tasks were overlooked but most service was completed

⚠️ Timing Issues

• We arrived significantly outside the scheduled time window

• Service took considerably longer than estimated

⚠️ Product Issues

• Cleaning products used caused mild concern (but no damage)

• You requested specific products that we didn't use

Partial refund amounts are determined based on:

• Severity of the issue

• Percentage of service affected

• Your willingness to allow us to re-clean

 

Situations Where Refunds Are NOT Available

We cannot offer refunds in the following circumstances:

❌ Subjective Preferences

• General dissatisfaction without specific, verifiable issues

• Different cleaning standards or expectations not communicated beforehand

• Personal preference for different cleaning methods

❌ Pre-Existing Conditions

• Stains, damage, or wear that existed before our service

• Issues with surfaces or materials that cannot be fully cleaned

• Structural or maintenance issues with the property

❌ Late Reporting

• Issues reported more than 24 hours after service completion

• You allowed third parties to access the property before inspection

• Evidence of the issue cannot be verified

❌ Client-Related Issues

• We couldn't access the property due to your error

• You failed to prepare the property as instructed

• Pets or household members interfered with service

• You cancelled or rescheduled with insufficient notice

• Third-party contractors, guests, or anyone else accessed the property after our cleaners completed service and before you inspected it — this disqualifies any refund claim, as we cannot verify the condition we left behind versus any changes made afterward

❌ Force Majeure

• Service disruption due to natural disasters, severe weather, or emergencies

• Government restrictions or public health orders

• Utility failures not within our control

❌ Third-Party Products or Services

• Issues with products or equipment you supplied

• Damage caused by third-party contractors

• Problems with third-party booking or payment platforms

❌ Property Conditions Outside Our Control

• Service interruptions caused by lack of water, power, or other utilities at the property

• Unsafe conditions discovered on arrival that prevent full service

• Full charges apply for crew time committed, consistent with our Terms and Conditions

❌ Normal Outcomes

• Normal wear and tear on surfaces

• Expected results from standard cleaning (we're not miracle workers!)

• Limitations of cleaning certain materials or heavily soiled areas

 

Cancellation Refund Policy

Client-Initiated Cancellations

More Than 24 Hours Before Service:

• ✅ Full refund or free rescheduling

• ✅ No cancellation fee

Less Than 24 Hours Before Service:

• ⚠️ 50% cancellation fee charged

• ⚠️ Or one-time courtesy rescheduling (first occurrence only)

• ⚠️ 50% refund available

Same-Day Cancellations or No-Shows:

• ❌ 100% service fee charged

• ❌ No refund available

• We prepared staff, equipment, and blocked schedule time

Company-Initiated Cancellations

If we need to cancel your service:

• ✅ Full refund automatically processed

• ✅ No fees or penalties

• ✅ Priority rescheduling offered

 

Recurring Service Refunds

Cancelling Recurring Services

Proper Cancellation (48+ hours notice):

• ✅ No charge for future appointments

• ✅ Refund for any pre-paid future services

• ✅ No cancellation penalties

Late Cancellation (Less than 48 hours):

• ⚠️ May be charged for next scheduled appointment

• ⚠️ Future appointments cancelled without charge

Dissatisfaction with Recurring Services

If you're unhappy with ongoing service quality:

• Contact us immediately - don't wait

• We'll address issues and improve service

• You may pause or cancel service without penalty if we can't resolve issues within 2 service visits

 

How to Request a Refund

Step 1: Contact Us Promptly

Contact us within 24 hours of service completion:

📞 Phone: 510-394-4409
📧 Email: info@cornerstonecleaningca.com
💬 Text: 510-394-4409 (existing clients)
🌐 Website: Contact form at cornerstonecleaningca.com/contact-8

Business Hours: Mon – Sun, 9am – 6pm

Step 2: Provide Details

When requesting a refund, please provide:

• Your name and contact information

• Service date and address

• Specific issues or concerns (be detailed)

• Photos of problem areas (if applicable)

• Your preferred resolution (re-clean or refund)

Step 3: Allow Us to Make It Right

Our preferred resolution is to re-clean:

• We'll schedule a return visit within 24-48 hours of your report, at no additional charge

• Our team will focus specifically on the areas of concern you've identified

• If a re-clean isn't practical or you'd prefer not to have us return, we'll move to a refund evaluation instead

Step 4: Resolution & Refund Processing

Once a refund is approved:

• Refunds are processed back to your original method of payment

• Please allow 5-7 business days for the refund to reflect, depending on your bank or card issuer

• You'll receive a confirmation email once the refund has been issued

 

Questions About This Policy

If you have any questions about this Refund Policy or a specific situation not covered above, please reach out to us directly at 510-394-4409 or info@cornerstonecleaningca.com. We're happy to walk through any concerns with you before or after a service.

This Refund Policy should be read alongside our Terms & Conditions, which govern the full terms of service. This policy is governed by the laws of the State of California.

Cornerstone Cleaning Services LLC reserves the right to update this Refund Policy at any time. The Effective Date above reflects the most recent revision.