Refund Policy

THE BRIGHTHAVEN PROMISE

 

Satisfaction, Re-Clean & Resolution Policy

At BrightHaven Cleaning Co., we are committed to delivering a premium cleaning experience built on care, consistency, and attention to detail. While we do not offer refunds for completed services, we do stand behind the quality of our work and will correct any service-related issue that meets the conditions below.

This policy exists to ensure fairness to both the client and the company, protect against misuse, and maintain the standards that define the BrightHaven brand.

 

1. Report Window

Service concerns must be reported within 48 hours of the original cleaning. Reports submitted after this window may not qualify for a re-clean, as conditions in the home may have changed.

 

2. Re-Clean First Policy

If a service concern is verified, BrightHaven will return and re-clean the affected area(s).
A refund will only be considered after a re-clean attempt has been completed and only if BrightHaven cannot reasonably correct the issue.

Re-cleans are the only resolution option offered before a refund review.

Client refusal of a re-clean automatically voids any refund consideration.

 

3. Proof Requirement

To approve a re-clean or credit request, BrightHaven may require:

• Photos or video of the affected area(s)

• A written description of what was missed

• A virtual or on-site walk-through with management

• Confirmation that the area has not been used, dirtied, or altered since service

Evidence must show the condition as it was after cleaning — not after additional use of the home.

 

4. Re-Clean Scheduling Rules

• Re-cleans must be scheduled within 7 days of the original service date.

• The re-clean will be completed at the next available appointment with a qualified technician or trainer.

• BrightHaven may delay scheduling if management needs additional time to investigate the claim, confirm scope, or perform a quality review.

Re-cleans apply only to the areas originally included in the service and in the condition quoted. New or expanded requests are billed separately.

 

5. When the Policy Does Not Apply

The satisfaction policy does not apply if:

• The home was used, re-soiled, or altered after the visit

• Additional mess or damage occurred after the cleaning

• The issue is based on personal preference, not missed cleaning

• The requested correction was not part of the original scope or tier

• Clutter, buildup, hoarding, or biohazards prevented proper cleaning

• Access to the home or area was denied during the original visit

• Client did not allow full booked time or scope to be completed

• Client did not follow pre-service instructions (ex: decluttering)

 

6. Refund Consideration

Refunds are not automatic and are only reviewed if:

1. A re-clean was completed, and

2. The documented issue was still not resolved, and

3. The issue is directly related to service quality, not scope or condition.

Refunds, if issued, will be partial and based only on the area(s) affected — not the entire invoice.

Refund requests made before a re-clean is offered or completed will not be considered.

 

7. Policy Agreement

By booking a service with BrightHaven Cleaning Co., the Client agrees to this policy and understands that:

• A re-clean is the first and primary remedy for dissatisfaction

• Refunds are not issued in place of a re-clean

• All service concerns must be verified before any action is taken

• BrightHaven reserves the right to determine whether a claim qualifies

 

The BrightHaven Standard

We don’t rush.
We don’t disappear after service.
We make it right — the right way.