Refund and Reclean Policy

Eminence Cleaning Group Pte. Ltd., trading as Eminence Cleaning, aims to deliver the written scope agreed for each booking. Where something within that scope was reasonably missed, our first remedy is usually a focused touch-up or reclean.

This policy explains how to report a concern, what may qualify, and when a refund or credit may be considered. It forms part of our Terms and Conditions.

1. Report Concerns Within 24 Hours

Service-quality concerns should be reported within 24 hours after job completion.

Send the report through:

• WhatsApp: +65 9883 0358
• Email: sales@eminencecleaning.sg

Please include:

1. booking name and service address;
2. date and type of service;
3. a clear description of the concern;
4. the affected room, surface or item; and
5. clear photographs or short videos where reasonably available.

Prompt reporting helps us distinguish a missed area from new dirt, later contractor activity, occupant use or another event after completion.

2. Our Review Process

After receiving a report, we may:

• compare it with the quotation and confirmed scope;
• review before-and-after photographs, messages and job notes;
• ask the cleaner, supervisor, customer or site contact for information;
• request additional photographs or a video call;
• inspect the site where reasonably necessary; and
• decide whether a touch-up, partial remedy, credit, refund or no remedy is appropriate.

Frontline cleaners and customer-service staff are not authorised to promise refunds, cash compensation or special credits without management approval.

3. Concerns That May Qualify for a Touch-Up

A concern may qualify where:

• an agreed and accessible area was clearly missed;
• a task expressly included in writing was not completed;
• there is a visible cleaning defect that reasonable rework can correct;
• the concern was reported within the 24-hour window;
• supporting evidence is available where reasonably possible;
• full and safe access can be provided; and
• the condition has not been materially changed by occupants, contractors or another cleaner.

Eligibility is based on the confirmed scope, not on a general expectation that every mark or defect can be removed.

4. Touch-Up or Reclean Remedy

Where approved, the touch-up will normally be limited to the affected item or area. It is not a repeat of the entire original service unless management decides that a full reclean is reasonably required.

The customer must provide safe access at a mutually agreed time. We will try to schedule the touch-up promptly, but timing depends on crew, transport, equipment and customer availability.

A customer who unreasonably refuses a suitable touch-up may reduce the remedies we can fairly offer, unless a touch-up would not be appropriate in the circumstances.

5. Concerns That Generally Do Not Qualify

A touch-up, credit or refund will generally not be provided for:

• dirt, spills, footprints, cooking residue or use occurring after completion;
• work outside the confirmed written scope;
• inaccessible, obstructed or unsafe areas;
• permanent stains, burns, scratches, corrosion, etching, discolouration or wear and tear;
• mould, pest, odour or contamination returning because the underlying source remains;
• results affected by old materials, failed coatings, prior chemical use or hidden defects;
• post-renovation dust caused by contractors returning after cleaning;
• drying time, watermarking or fabric response that was disclosed as a material risk;
• a preference difference that is not a cleaning defect;
• concerns first reported after the 24-hour window without a reasonable explanation or reliable evidence;
• third-party cleaning, repair, disposal or alteration before we had a reasonable opportunity to inspect; or
• items expressly excluded under our Service Scope and Exclusions.

We may still review a late or exceptional case as a goodwill matter, but doing so does not change the standard reporting window.

6. Stain, Odour and Restoration Limitations

Cleaning is not restoration. We do not automatically issue a refund because a stain, smell, mark, renovation residue, mould mark or discolouration remains after reasonable treatment.

Outcomes depend on material, age, porosity, prior treatment, source contamination and access. Where a specific outcome was guaranteed in a signed written agreement, that express guarantee will apply instead.

7. Refunds and Credits

Refunds and credits are assessed case by case after review. We may consider them where:

• a material part of the confirmed service was not delivered;
• an approved touch-up is not reasonably possible;
• a touch-up has failed to correct a verified cleaning defect;
• we cancel a prepaid service and do not provide a replacement; or
• a refund is required by applicable law.

Where only part of the service was affected, any refund or credit will normally reflect the reasonable value of that affected part rather than the entire booking.

A full refund is generally reserved for situations where the service was substantially not performed, a management review concludes that a full refund is the fair remedy, or applicable law requires it.

8. Amounts That May Remain Non-Refundable

Subject to the written booking terms and applicable law, the following may remain payable or non-refundable:

• completed and unaffected portions of the service;
• approved add-ons already performed;
• non-refundable special equipment, permit, access or third-party costs disclosed before booking;
• consumables specifically purchased for the job where disclosed;
• valid cancellation, rescheduling or failed-visit charges; and
• damage caused by customer-supplied chemicals, equipment or instructions.

9. Refund Method

An approved refund will normally be returned through the original payment method or another agreed channel. Bank, card and payment-provider processing times are outside our direct control.

A credit note or future-service credit will be issued only with customer agreement and any expiry or use condition will be stated in writing.

10. Third-Party Cleaning or Repair

Please allow us a reasonable opportunity to inspect and remedy the issue before engaging another cleaner or repairer. If another party changes the area first, it may become impossible to identify the original condition or determine responsibility.

This requirement does not prevent urgent action reasonably needed to protect health, safety or property. Where urgent action is required, document the condition and costs as fully as possible.

11. Damage and Loss Claims

A claim for physical damage or missing property is different from a cleaning-quality concern. Report it as soon as reasonably practicable and provide:

• photographs of the item and surrounding area;
• proof of ownership or purchase where available;
• age, condition and repair information; and
• any relevant CCTV, witness or handover record.

We may inspect the item and obtain a repair or replacement assessment. Any accepted remedy will account for repairability, age, condition and depreciation and will not automatically provide a new-for-old replacement.

12. Payments and Chargebacks

Customers should contact us directly before initiating a card dispute or chargeback so that we can review the quotation, payment record, job evidence and proposed remedy.

We may respond to a chargeback with relevant booking confirmations, communications, photographs, invoices and service records. Nothing in this section prevents a customer from using a lawful payment-dispute process.

13. Reviews and Public Complaints

A customer may provide honest feedback. We ask that the customer also give us the booking details and a reasonable opportunity to investigate.

Threats, abusive messages or demands for payment in exchange for removing a review will be documented and may be referred for legal or platform review. This does not affect the customer’s right to make a genuine complaint.

14. No Automatic Guarantee Beyond Scope

The 24-hour touch-up process is a service-recovery commitment, not a guarantee that every stain, defect or customer preference can be resolved. The agreed written scope and disclosed limitations remain controlling.

15. Statutory Rights

Nothing in this policy excludes or limits a right or remedy that cannot lawfully be excluded under Singapore law.

16. Contact Us

To report a concern:

Eminence Cleaning Group Pte. Ltd.
WhatsApp: +65 9883 0358
Email: sales@eminencecleaning.sg