1. Satisfaction Guarantee

We stand by the quality of our services and are committed to meeting our clients' expectations. If you are not satisfied with our services, please contact us within 24 hours of the service date to report the issue. We will make every effort to address your concerns promptly.

2. Steps for Handling Non-Satisfaction

2.1. Reporting an Issue

Contact Us: Notify us of your dissatisfaction within 24 hours of the service date by calling 514-966-5464 or emailing Administration@groupechmaintenance.com.

Describe the Issue: Provide a detailed description of the areas or tasks that did not meet your expectations, including any specific concerns or complaints.

Photographic Evidence: If possible, include photos that highlight the areas of concern.

2.2. Resolution Process

Review: Our management team will review your complaint and the provided details.

Follow-Up: We will follow up with you within 24 hours to discuss the issue and propose a resolution.

Re-Cleaning: If deemed appropriate, we will schedule a complimentary re-cleaning of the areas in question at a mutually convenient time.

Feedback: We may ask for your feedback after the re-cleaning to ensure your satisfaction.

3. Refund Policy

3.1. Eligibility for Refund

Refunds are generally considered only after a re-cleaning has been offered and completed. Refunds may be provided in the following situations:

• The client remains unsatisfied after the re-cleaning.
• A significant oversight or error occurred during the service that cannot be rectified by a re-cleaning.
• A mutually agreed resolution between the client and the management team involves a refund.

3.2. Requesting a Refund

Submit a Request: To request a refund, contact our office via 514-966-5464 or Administration@groupechmaintenance.com within 48 hours of the re-cleaning.

Review Process: The management team will review your request and the circumstances surrounding the service.

Decision: A decision on the refund request will be communicated to you within 7 business days.

3.3. Refund Issuance

Refund Amount: The refund amount will be determined based on the specific circumstances and the areas of concern.

Method: Refunds will be issued through the original payment method used for the service.

Processing Time: Please allow up to 10 business days for the refund to be processed and reflected in your account.

4. Conditions and Limitations

Timeliness: Complaints and refund requests must be made within the specified timeframes.

Completion of Work: Refunds will not be issued for services that were fully completed and met the initial agreed-upon scope of work if no prior complaint was reported.

Exclusions: This policy does not cover situations where dissatisfaction arises due to factors outside of our control, such as pre-existing conditions, client preferences not communicated in advance, or issues unrelated to our cleaning services.