Last Updated: September 15, 2026

At Willow Cleaning Company, we take pride in the work we do and want every customer to be happy with their cleaning service. If something was missed or you are not satisfied with part of your cleaning, please let us know. We will do our best to make it right.
 

1. Our Satisfaction Guarantee

If you are not satisfied with your cleaning service, please contact us within 24 hours of the service being completed.

Tell us what was missed or what you are unhappy with, and we will review the concern with you. When appropriate, we may send our team back to address the affected area at no additional charge.

Our first goal is to correct the issue rather than immediately issue a refund.
 

2. When a Refund May Be Issued

Refunds are considered on a case-by-case basis.

A refund may be appropriate when a significant portion of the agreed-upon service was not completed and we are unable to reasonably correct the issue.

If a refund is approved, the amount will depend on the circumstances and the portion of the service affected.

A refund for the full amount of a cleaning service is not automatic simply because a customer is unhappy with the result.
 

3. What Is Not Guaranteed

While we work carefully and use appropriate cleaning methods, some stains, odors, buildup, discoloration, and other conditions may not be completely removable.

Cleaning results can depend on the age and condition of a surface, the type of material, previous cleaning or treatments, permanent staining, wear and tear, and other factors outside our control.

We cannot guarantee that every stain, mark, odor, or buildup will be completely removed.

We are also not responsible for pre-existing damage, deterioration, discoloration, or other conditions that were present before our service.
 

4. Services Outside the Original Scope

A refund will generally not be provided for work that was not included in the original service or estimate.

If you request additional areas or services after the original scope of work has been completed, additional charges may apply.

For example, if an area was not included in the original cleaning, its condition will not be considered a missed area under this Refund Policy.
 

5. Residential Cleaning

For residential cleaning services, customers should inspect the areas that were cleaned and contact us within 24 hours if there is a concern.

We may request photos or additional information so we can better understand the issue. If we determine that an area was missed or did not meet the agreed scope of work, we will make a reasonable effort to correct it.
 

6. Commercial Cleaning

For commercial cleaning services, any concerns should be reported as soon as reasonably possible, preferably within 24 hours of the service.

For recurring commercial services, we may work with the customer to address the issue during the next scheduled visit or arrange a return visit when appropriate.

Commercial contracts or written service agreements may contain additional terms regarding payments, credits, cancellations, and refunds. If so, those terms will apply.
 

7. Construction Cleaning

Construction and post-construction cleaning can involve significant amounts of dust, debris, residue, and other materials.

The final result may depend on the condition of the property and the stage of construction when our team begins work.

For construction cleaning projects, concerns should be reported as soon as possible after the service so we have a reasonable opportunity to inspect and address the issue.

Any specific refund, credit, or correction terms included in a written construction cleaning agreement will take priority over this general policy.
 

8. Cancellations

If you need to cancel or reschedule a cleaning appointment, please contact us as soon as possible.

Cancellations made less than 24 hours before the scheduled appointment may be subject to a cancellation fee.

If a cancellation fee applies, it will be communicated to you according to the terms provided when your service was booked.
 

9. Deposits and Prepayments

If a deposit or prepayment is required for your service, the terms regarding that payment will be provided at the time of booking.

Deposits may be applied toward the final cost of the service and may be subject to our cancellation terms.

For larger commercial or construction projects, deposit and payment terms may be different and will be outlined in the applicable agreement or estimate.
 

10. Refund Processing

If we approve a refund, we will generally issue it to the original payment method used for the purchase.

Once we process the refund, the time it takes for the money to appear in your account may depend on your bank or payment provider.
 

11. How to Request a Refund or Report a Problem

If you have a concern about your cleaning service, please contact us within 24 hours.

When contacting us, please provide:

• Your name

• The date of your cleaning

• The property address

• A description of the issue

• Photos, if helpful

You can contact us at:

Willow Cleaning Company
San Jose, California
Phone: 669 - 202 - 8766
Email: support@willowcleaningcompany.com

We will review your concern and work with you toward a reasonable solution.
 

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date.