Return Policy

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Service Satisfaction Guarantee

At Vexraloryz, we are committed to providing quality residential cleaning services. We stand behind our work and want you to be completely satisfied with every cleaning session.

Return Timeframe

If you are not satisfied with any aspect of our cleaning service, you must contact us within 24 hours of the service completion to be eligible for a re-cleaning or refund consideration. This timeframe allows us to address concerns promptly while the service details are fresh in everyone's mind.

For issues discovered after 24 hours, we will still work with you to resolve concerns, but resolution options may be limited.

Return Conditions

To be eligible for service correction or refund consideration, the following conditions must be met:

• You must contact us within 24 hours of service completion
• The issue must be related to the quality of our cleaning service
• You must provide specific details about the areas of concern
• The property must be in the same condition as when we left (no new mess or damage)
• You must allow us reasonable access to address the concerns

We reserve the right to inspect the property before providing service corrections or refunds.

Satisfaction Policy

If you are not satisfied with any aspect of our cleaning service, please contact us within 24 hours of the service completion. We will work with you to address any concerns and, if necessary, return to re-clean the areas in question at no additional charge.

Return Process

If you need to request service correction or discuss a refund, follow these steps:

1. Contact Us Immediately: Reach out to us within 24 hours of service completion via phone, email, or our contact form
2. Provide Details: Clearly describe the specific areas or aspects of the service that did not meet your expectations
3. Schedule Inspection: We may request to inspect the property to assess the situation
4. Resolution: We will work with you to determine the best resolution, which may include re-cleaning, partial refund, or full refund
5. Follow-Up: We will follow up to ensure you are satisfied with the resolution

Cost of Service Correction

If we return to re-clean areas that were not cleaned to your satisfaction:

• No Additional Charge: Re-cleaning of areas that were not properly cleaned during the original service is provided at no additional cost
• Travel Costs: There are no travel or service fees for re-cleaning visits within our service area
• Additional Services: If you request cleaning of areas beyond the original service scope, additional charges may apply

Our goal is to ensure your complete satisfaction, and we will make every effort to resolve issues without additional cost to you.

Non-Refundable Services

Please note that the following situations are generally not eligible for refunds:

• Services that were completed as agreed but do not meet expectations due to pre-existing conditions or property-specific challenges that were not disclosed
• Services where the customer was not present and did not provide feedback within the 24-hour timeframe
• Services where the property condition has changed significantly since our service (new mess, damage, or alterations)
• Services where the customer has prevented us from completing the work as agreed
• Services where concerns are raised more than 7 days after service completion

Each situation is unique, and we will review all cases individually to determine the appropriate resolution.

General Legal Requirements

This Return Policy is provided in accordance with New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Under these laws, you have rights as a consumer, including:

• The right to services that are performed with reasonable care and skill
• The right to services that are fit for their intended purpose
• The right to services that are completed within a reasonable time
• The right to remedies if services do not meet these guarantees

This policy does not limit your rights under New Zealand consumer protection laws. If there is any conflict between this policy and applicable law, the law will prevail.

Order Cancellation Policy

You may cancel a scheduled cleaning service under the following conditions:

• More Than 24 Hours Notice: If you cancel a scheduled service more than 24 hours in advance, you will receive a full refund or credit toward future services, with no cancellation fee
• Less Than 24 Hours Notice: If you cancel with less than 24 hours notice, a cancellation fee may apply as outlined in our Terms of Use. The fee typically covers preparation costs and lost scheduling opportunities
• Same-Day Cancellation: Same-day cancellations may be subject to a higher cancellation fee or forfeiture of the service payment
• No-Show: If our team arrives and cannot access the property or you are not available, the full service fee may be charged

To cancel a service, please contact us as soon as possible via phone, email, or our contact form. Cancellation requests are only valid once confirmed by us.

Refund Procedure

If a refund is approved, the following procedure applies:

1. Refund Request Review: We will review your refund request and may request additional information or property inspection
2. Refund Decision: We will notify you of our decision within 5 business days of receiving your request
3. Refund Processing: If approved, refunds will be processed using the same payment method used for the original transaction
4. Processing Time: Refunds typically appear in your account within 5-10 business days, depending on your payment provider
5. Confirmation: You will receive confirmation once the refund has been processed

Refund amounts will be calculated based on:

• The portion of the service that was unsatisfactory
• Whether re-cleaning was attempted and unsuccessful
• The specific circumstances of your case

In some cases, we may offer a credit toward future services instead of a monetary refund, which can be more beneficial for both parties.

Refund Policy

Since we provide services rather than physical products, our refund policy is as follows:

• If you cancel a scheduled service more than 24 hours in advance, you will receive a full refund or credit toward future services.
• If you cancel with less than 24 hours notice, a cancellation fee may apply as outlined in our Terms of Use.
• If you are unsatisfied with our service and we are unable to resolve the issue through re-cleaning, we will discuss refund options on a case-by-case basis.

Reporting Service Issues

If you notice any issues with the cleaning service, please contact us immediately:

• Call us at +64212805003
• Email us at mersiY3mxs9K1m
• Contact us through our contact form

We will respond to your concern within 24 hours and work to resolve the issue promptly.

Re-Cleaning Service

If any area was not cleaned to your satisfaction, we will return to re-clean those specific areas within 48 hours of your notification, at no additional cost to you.

Regular Service Adjustments

For customers on regular cleaning schedules, we understand that your needs may change over time. You can adjust your service frequency, cancel future appointments, or modify your cleaning plan at any time by contacting us.

Contact Us

If you have questions about our Return Policy or need to report a service issue, please contact us:

Email: mersiY3mxs9K1m
Phone: +64212805003
Address: 7B Percy Dyett Drive, Karori, Wellington 6012, New Zealand