Refund & Re-Clean Policy

Cleaning is a personal service performed at your property, so we do not refund completed work. What we do instead is fix it: if a clean missed the standard, we come back.

How to claim the guarantee

1. Email Frameworkpropertycare@gmail.com within 24 hours of the visit.
2. Include photos of the areas in question, so we can brief the right team before returning.
3. We confirm a return time, usually within 48 hours, and re-clean those areas.

We ask for access to inspect and correct the work. We cannot re-clean where access is refused, where we are told more than 24 hours after the visit, or where the issue is a condition cleaning cannot correct — permanent staining, failed grout or sealant, mould behind fixtures, or damage that predates the visit. Where that is the case we will tell you plainly instead of charging for a second attempt.

When we do refund

• Service not delivered. We missed the appointment entirely, or the booked service was not performed.
• Duplicate charge. A card or e-transfer was taken twice in error.
• Deposit after a timely cancellation. You cancelled outside the penalty window and a deposit was already paid.

Refunds in these cases are issued to the original payment method. Everything else is handled by the re-clean above.

Cancellation windows

• 48 hours or more before the visit: no charge, and any deposit is refunded in full.
• 24–48 hours: 50% of the service fee is non-refundable, because the slot is unlikely to be refilled.
• Under 24 hours, or no access on arrival: the full service fee applies.

Commercial and strata contracts

Ongoing commercial and strata work is governed by its service agreement. If a contract ends early, pre-paid months are prorated and refunded, less any early-termination fee set out in that agreement.

Billing questions

Email Frameworkpropertycare@gmail.com or call 604-966-3882 and we will look at it the same or next business day.