Refunds policy

Our Customer Satisfaction Guarantee & Refund Policy

At Puregarth Cleaning Services, we are committed to providing exceptional cleaning services across Edinburgh and Central Scotland. Your satisfaction is our top priority. We stand by the quality of our work and adhere to all legal obligations under the Consumer Rights Act 2015. This policy outlines your rights and our procedures for cancellations, complaints, and refunds.

1. Services Not Performed with "Reasonable Care and Skill"

Under the Consumer Rights Act 2015, all services must be performed with reasonable care and skill. If you believe our service has not met this standard, you have legal rights and remedies. This includes situations where:

The cleaning was not completed to a satisfactory standard.

Certain areas or tasks were missed.

Damage occurred during the cleaning process due to our negligence.

In such cases, you must notify us in writing (email is sufficient) within 48 hours of the service completion. This allows us to promptly address the issue.

Our Rectification Process:

Repeat Performance: We will first be given a reasonable opportunity to return to the property to re-do the work at no extra cost to you. This is the first and primary legal remedy.

Price Reduction: If a repeat performance is not possible, or if the standard of the re-cleaning is still unsatisfactory, you may be entitled to an appropriate price reduction, up to 100% of the cost of the service.

Refund: A full or partial refund may be offered if repeat performance is not a viable option or if the issue remains unresolved after a second attempt.

We will not be responsible for issues arising from pre-existing conditions at the property or from a client’s failure to provide accurate information regarding the cleaning requirements.

2. Cancellations and "Cooling-Off Period"

For services booked online, over the phone, or by email (known as distance selling), you have a legal right to a 14-day cooling-off period. This period starts the day after the contract for service is made. During this time, you can cancel for any reason and receive a full refund.

If you cancel within the 14-day cooling-off period but after the service has already begun at your request, you will be responsible for the cost of the service provided up until the point of cancellation. A proportionate amount will be deducted from any refund owed.

If you request the service to begin within the 14-day cooling-off period and sign a waiver agreeing to waive your right to cancel, you will not be entitled to a refund if you later change your mind.

3. Cancellation with Less Than 48 Hours' Notice

To ensure our cleaners are fairly compensated for their time and to allow us to manage our schedule effectively, we have the following cancellation policy for all appointments outside the 14-day cooling-off period:

Cancellations with more than 48 hours’ notice: There will be no charge.

Cancellations with less than 48 hours’ notice: A cancellation fee of 50% of the booked service price will be charged.

Cancellations with less than 24 hours’ notice: A cancellation fee of 100% of the booked service price will be charged.

This fee helps cover the costs of lost work and logistical planning. You will be notified of this policy at the time of booking.

4. How to Request a Refund or Report an Issue

To report a problem or request a refund, please contact us promptly using the following methods:

Email: enquiries@puregarth.co.uk

Phone: +447861217628

Postal Address: 5 South Charlotte Street, Edinburgh, Scotland EH2 4AN

Please include your name, booking date, contact details, and a clear description of the issue. Attaching photographs can be very helpful in demonstrating the problem. We will review your request and respond within 7 business days. Any approved refunds will be processed within 14 calendar days to the original payment method.

5. Important Information

Statutory Rights: This policy does not affect your statutory rights under the Consumer Rights Act 2015. It is illegal for any business to display a "no refunds" sign for faulty services.

Dispute Resolution: If we are unable to resolve your complaint, you may seek free advice from Citizens Advice Scotland (0808 800 9060) or contact Trading Standards Scotland.