Refund Policy

At Doctor Clean Duct, we take pride in providing high-quality duct cleaning services with professionalism, transparency, and care. We aim to ensure every customer is satisfied with their experience. However, due to the nature of our service-based business, we have established the following refund policy to clearly outline circumstances under which a refund may or may not be issued.

 

1. General Policy

 

Doctor Clean Duct does not offer refunds for services that have been completed unless the client provides verifiable evidence of a material fault, deficiency, or failure to deliver the service as outlined in the booking confirmation or agreement.

 

2. Eligibility for Refunds

 

A refund or partial refund may be granted at our sole discretion in the following cases:

• Service Not Rendered: If the service was booked and paid for but not performed due to cancellation by us.

• Verified Service Deficiency: If the client provides evidence within 24 hours of service that work was incomplete, improperly performed, or caused damage due to negligence.

• Duplicate Payments: If the client was charged more than once for the same service.

All refund requests must be submitted in writing via our contact us form at the bottom of our website with clear details and supporting documentation or photos where applicable.

 

3. Non-Refundable Circumstances

 

Refunds will not be issued for the following:

• Change of mind after services have been completed

• Displeasure with results that fall within the scope of normal service outcomes (e.g., minor residual dust, pre-existing odours, normal wear and tear)

• Refusal to allow our team access to the property at the time of service

• Missed appointments or last-minute cancellations (within 24 hours of appointment)

• Damage or issues caused by client non-disclosure of hazards or site conditions

 

4. Service Satisfaction Review

 

If a client is dissatisfied with their service, they must notify us within 48 hours of the appointment. We will:

• Investigate the complaint thoroughly

• Offer to return and rectify the issue if appropriate

• Only consider refunds if rectification is declined or cannot be reasonably achieved

 

5. Method of Refund

 

If a refund is approved:

• Refunds will be issued to the original method of payment

• Processing time may take up to 10 business days

• No cash refunds will be issued for payments made electronically

 

6. Cancellation and Prepaid Services

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• Cancellations made more than 24 hours in advance may be eligible for a full refund

• Cancellations made within 24 hours of the scheduled appointment may incur a cancellation fee of up to 50%

• Prepaid services (e.g., discounted packages, bulk bookings) are non-refundable but may be rescheduled with 48 hours’ notice

 

7. Dispute Resolution

 

If a refund dispute arises, the client agrees to engage in good faith discussions with our customer service team before seeking outside resolution. In the event of unresolved issues, we may escalate the matter to an independent mediator as outlined in our Terms of Service.