Top Quality Cleaning Services, LLC 

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Effective Date: July 1st, 2026 

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1. Purpose of the Refund Policy 

This Refund Policy explains when and how customers of Top Quality Cleaning Services, LLC ("Top Quality Cleaning," "we," "us," or "our") may be eligible for a refund, service credit, or re-clean in connection with residential and commercial cleaning services booked through our website, mobile app, phone, text message, or email. It is intended to set clear, fair expectations for both our customers and our team, and to comply with applicable Indiana and federal consumer protection laws. 

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2. Company Commitment to Customer Satisfaction 

We stand behind the quality of our work, and our goal is for every customer to be satisfied with the cleaning services they receive. If you are not fully satisfied, we ask that you give us the opportunity to make it right, most commonly through a complimentary touch-up or re-clean, before requesting a refund. This approach lets us resolve concerns quickly while keeping our services affordable for all customers. 

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3. Eligibility for Refunds 

A refund may be considered when: 

• A scheduled service was not performed at all, through no fault of the customer; 

• We are unable to complete a substantial portion of the agreed-upon scope of work; 

• A verified, documented quality deficiency exists that we are unable to correct through a re-clean; or 

• A billing error occurred (for example, a duplicate charge or an incorrect service amount). 

Refund eligibility is determined at our reasonable discretion, following the inspection and reporting procedures described in this Policy. 

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4. Services That Are Non-Refundable 

The following are generally not eligible for a refund: 

• Services that were fully performed and accepted by the customer, absent a documented quality deficiency; 

• Dissatisfaction based solely on subjective preferences (for example, scent or product brand used) where the agreed scope of work was completed; 

• Conditions outside our control, as described in Section 10; 

• Add-on services already performed (for example, inside-oven or inside-refrigerator cleaning) once completed; and 

• Time or materials already used on a job that is cancelled by the customer mid-service. 

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5. Booking Deposit Refund Policy 

Some appointments require a booking deposit to reserve a time slot. Deposits are refundable when: 

• The appointment is cancelled or rescheduled with at least 48 hours' notice; or 

• We are unable to provide service on the scheduled date for reasons within our control. 

Deposits may be forfeited (non-refundable) when: 

• The appointment is cancelled with less than 24 hours' notice; 

• The customer is a no-show or denies property access at the scheduled time (see Section 13); or 

• The customer reschedules the same appointment more than two times. 

Where required by Indiana law, any deposit forfeiture will be limited to a reasonable amount reflecting our actual costs and losses, such as lost scheduling opportunity, and will not be treated as a penalty. 

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6. Completed Service Refund Policy 

Once a cleaning service has been completed and the customer has walked through and accepted the work, or a reasonable inspection period has passed without a report of concerns under Section 9, the service is generally considered final and non-refundable, except where a legitimate, documented deficiency is identified and reported within the required timeframe. 

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7. Quality Assurance / Re-Clean Guarantee 

If you notice an area that was missed or not cleaned to the agreed standard, we offer a complimentary re-clean of the specific area(s) in question, generally within 24-48 hours of your report, at no additional cost. This re-clean guarantee is our preferred and primary remedy and will typically be offered before any refund is considered. 

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8. Customer Inspection and Approval Process 

Whenever practical, we encourage the customer or an authorized representative to walk through the property with our cleaning technician at the end of the appointment to review the work performed. If a walkthrough is not possible, the customer is responsible for inspecting the work within the timeframe described in Section 9 and promptly reporting any concerns. 

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9. Timeframe for Reporting Concerns 

Any concerns about the quality of a completed cleaning service must be reported to us within 24 hours of service completion, by phone at (812) 781-8591, by email, by text message, or through our booking app. Concerns reported after this window may not be eligible for a re-clean or refund, since it becomes difficult to verify whether an issue resulted from our service or from subsequent use of the space. 

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10. Conditions That Void Refund Eligibility 

We are not responsible for, and will not issue refunds related to, conditions beyond our reasonable control, including but not limited to: 

• Pre-existing stains, odors, or damage present before service; 

• Excessive clutter or hoarding-level conditions that limited our ability to clean certain areas; 

• Mold, mildew, or rust that requires remediation beyond standard cleaning; 

• Hard-water stains, mineral buildup, or etching in tile, glass, or fixtures; 

• Paint discoloration, peeling, or damage caused by cleaning products used as directed; 

• Normal wear and tear or the natural aging of surfaces and materials; 

• Structural, plumbing, or electrical issues unrelated to our services; and 

• Weather-related delays or property conditions, as described in Section 19. 

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11. Customer Responsibilities Before Service 

To help us deliver the best results, customers agree to: 

• Secure or remove valuables, cash, jewelry, and irreplaceable or highly fragile items before the appointment; 

• Notify us in advance of any fragile, antique, or delicate items requiring special care; 

• Disclose known hazards, such as pests, mold, structural concerns, or biohazards, prior to service; 

• Provide clear and safe access to the property at the scheduled time; and 

• Secure or restrain pets during the service. 

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12. Customer Responsibilities After Service 

After service is completed, customers agree to: 

• Inspect the completed work in a timely manner; 

• Report any concerns within the timeframe described in Section 9; and 

• Where reasonably possible, avoid using or altering the cleaned areas until any reported concern has been reviewed, so we can accurately assess the issue. 

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13. Property Access Issues 

If our technician is unable to access the property at the scheduled appointment time, for example because no one is present to provide entry or the gate or lock codes provided are incorrect, for 15 minutes or more past the scheduled arrival window, the appointment may be treated as a no-show under Section 14, and any deposit may be forfeited. 

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14. Cancellations and No-Show Situations 

• Cancellations made 48 hours or more before the appointment: full refund of any deposit. 

• Cancellations made 24-48 hours before the appointment: deposit may be partially refunded at our discretion. 

• Cancellations made less than 24 hours before the appointment, or no-shows and inaccessible-property situations: deposit is forfeited, and we reserve the right to charge a cancellation fee to cover technician time and lost scheduling opportunity. 

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15. Missed Areas or Cleaning Concerns 

Missed areas or overlooked tasks within the agreed scope of work will be corrected through a complimentary re-clean under Section 7. If a re-clean is not practical, for example if the customer has already vacated a property or the concern is discovered well after service, we may instead offer a partial refund or service credit proportional to the affected portion of the service. 

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16. Damage Claims Procedure 

If you believe an item was damaged during our service, please: 

• Notify us within 24 hours of service completion; 

• Provide photographs of the damage and, if available, of the item's condition before service; and 

• Allow us a reasonable opportunity to inspect the item or damage. 

Verified damage claims will be handled through repair, replacement, reimbursement up to the item's fair market value, or our liability insurance, at our discretion and consistent with the Limitation of Liability in Section 24. 

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17. Refund Method and Processing Time 

Approved refunds will be issued to the original form of payment used at booking. Please allow 5-10 business days for the refund to appear, depending on your bank or card issuer's processing times. If the original payment method is no longer available, we will work with you on an alternative refund method. 

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18. Partial Refunds vs. Full Refunds 

Depending on the nature and extent of an issue, we may issue: 

• A full refund, for services not rendered or a serious, verified deficiency affecting the entire job; 

• A partial refund, proportional to the specific area or task affected; 

• A service credit toward a future cleaning; or 

• A complimentary re-clean, in lieu of any monetary refund. 

We will explain the reasoning behind the remedy offered in any given case. 

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19. Weather or Emergency Delays 

If severe weather, natural disasters, or other emergencies make it unsafe or impracticable to perform a scheduled service, we will reschedule the appointment at no additional charge. Deposits will not be forfeited due to delays caused by such events, and no refund is owed solely because of a weather-related rescheduling, provided we offer a new appointment within a reasonable time. 

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20. Third-Party Payment Processor Refunds 

Payments processed through third-party payment processors, such as credit card networks or platforms like Stripe or Square, are subject to those processors' own timelines and policies in addition to this Policy. We will submit approved refunds promptly, but final posting times are controlled by the applicable processor and financial institution, not by Top Quality Cleaning Services, LLC. 

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21. Gift Certificates or Promotional Credits 

Gift certificates, promotional credits, and discount codes have no cash value and are non-refundable, except where required by Indiana law. Unused balances do not expire except as permitted by applicable law and are not redeemable for cash. 

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22. Commercial Service Refund Terms 

Commercial and office cleaning clients with a signed service agreement or contract are subject to the refund, credit, and dispute terms specified in that agreement. Where a written agreement is silent on a particular issue, the terms of this Policy apply as a default. 

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23. Dispute Resolution Procedure 

If you disagree with a refund decision, please contact us at (812) 781-8591 or through our website so we can review the matter further. We aim to respond to all disputes within 5 business days. If a resolution cannot be reached informally, either party may pursue any remedy available under Indiana law, including small claims court for qualifying disputes. 

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24. Limitation of Liability 

To the fullest extent permitted by Indiana law, the total liability of Top Quality Cleaning Services, LLC for any claim arising from our services, including refunds, damage claims, or service deficiencies, shall not exceed the amount paid by the customer for the specific service giving rise to the claim. We are not liable for indirect, incidental, or consequential damages. Nothing in this Policy limits any right or remedy that cannot be waived under applicable law. 

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25. Force Majeure 

We are not liable for delays, cancellations, or failures to perform that result from events beyond our reasonable control, including but not limited to acts of God, severe weather, government orders, pandemics, utility outages, or other emergencies. In such cases, we will work with customers to reschedule services as soon as reasonably possible. 

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26. Policy Changes 

We may update this Refund Policy from time to time to reflect changes in our practices or in applicable law. The version of this Policy in effect at the time a service is booked governs that transaction. Updates will be posted on our website at www.topqualitycleaners.net and, where practical, within our booking app. 

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27. Contact Information 

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Top Quality Cleaning Services, LLC 

112 E Main Street, Washington, IN 47501 

Email: topqualitycleaning111@gmail.com

Phone: (812) 781-8591 

Website: www.topqualitycleaners.net 

By booking or using any service offered by Top Quality Cleaning Services, LLC, the customer acknowledges that they have read, understood, and agree to be bound by this Refund Policy, as it may be updated from time to time.