Refund Policy

Prime Cleaning Services LLC – Refund Policy

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Effective Date: January 11, 2026
Prime Cleaning Services LLC (“Prime Cleaning Services,” “we,” “our,” or “us”) is committed to providing quality cleaning services and clear expectations regarding payments and refunds. This Refund Policy explains when refunds may or may not be available.

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1) No Cash Refunds for Completed Services

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Because cleaning is a labor-based service, Prime Cleaning Services LLC does not provide cash refunds for services that have been completed, in whole or in part. Cleaning results can vary based on surface condition, wear, and prior maintenance, and payment reflects time, labor, and scheduling commitment.

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2) Satisfaction Resolution 

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If you are dissatisfied with a portion of the service, you must notify us within 24 hours of service completion. We may, at our discretion, offer a free touch-up/re-clean of the affected area(s) if:

• The concern is related to the original scope of work, and

• We are given reasonable access to return within 48–72 hours, and

• The area has not been altered since the cleaning (e.g., no additional mess, no third-party cleaning, etc.).

This is the primary remedy in place of a refund.

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3) Deposits and Prepayments

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Some services (such as deep cleans, move-in/move-out cleanings, or large jobs) may require a deposit or prepayment to reserve your appointment. Unless otherwise stated in writing:

• Deposits are applied to your invoice total.

• Deposits may be non-refundable if you cancel late (see Section 4).

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4) Cancellation and Refund Rules (24-Hour Policy)

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To be eligible for any refund of a deposit or prepayment, you must cancel or reschedule at least 24 hours before your scheduled appointment time.

• Cancellations with 24+ hours’ notice: Any eligible prepayment may be refunded or credited, at our discretion, minus any non-refundable processing fees charged by payment providers (if applicable).

• Cancellations within 24 hours: No refunds. Your deposit/prepayment is forfeited due to reserved staffing and scheduling.

• Same-day cancellations / No-shows / Lockouts: No refunds and you may be charged up to the full service amount.

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5) Exceptions (Company-Caused Issues)

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A refund or credit may be issued only in limited circumstances, such as:

• We cancel your appointment and cannot reschedule within a reasonable timeframe, or

• A verified billing error occurred (duplicate charge, wrong amount), or

• We fail to perform the service with no make-good option available.

When applicable, refunds are issued to the original payment method.

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6) Processing Time

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If a refund is approved, it will be submitted within [3–7] business days. Your bank or card issuer may take additional time to post the refund.

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7) How to Request a Resolution

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To request a touch-up/re-clean or report a billing issue, contact us within the required timeframe:

Prime Cleaning Services LLC
Phone: 434-420-6817
Email: eboniegray@primecleaningservicesllc.net

Include your name, service address, appointment date, and a brief description of the issue. Photos are helpful but not required.