Our Commitment to Satisfaction

At The Tri Valley Cleaning Co., we’re dedicated to delivering top-tier cleaning service to every client across Pleasanton, Dublin, San Ramon, and the Tri-Valley community. Your satisfaction is our priority! If our service ever falls short of expectations, our refund and resolution policy is designed to ensure your peace of mind—while honoring our company and the hard work of our cleaners.

1. Service Guarantee & Re-Cleans

• If a client is not satisfied with a cleaning, we ask that you notify us within 24 hours of your appointment.
• We will happily arrange a complimentary re-clean to address any missed areas or concerns as soon as possible, typically within 2 business days and at your convenience.
• If you remain unsatisfied after the re-clean, you may request a partial or full refund, in line with the policy details below.

2. Eligibility for Refunds or Credits

You are eligible for a partial/full refund if:

• There are clear and documented areas where agreed-upon services were not provided.
• Our cleaners were unable to complete the appointment due to company scheduling, staff error, or other company-controlled circumstances.
• A health or safety issue caused by our team is reported and verified.

Refunds or service credits will NOT be granted if:

• The cleaning quality is affected due to hazardous conditions, hoarding, or undisclosed special circumstances at the property.
• The client restricts access to areas or supplies required for a complete service.
• The concern is reported more than 24 hours after service completion.
• The client failed to provide accurate access or instructions, resulting in incomplete service.
• Damage or issues arise outside our cleaner’s documented control or as a result of pre-existing conditions.

3. Partial vs. Full Refunds

• Partial Refund:
  Issued if only part of the agreed service was not performed to standard (ideally calculated based on the missed areas/tasks).
• Full Refund:
  Provided only in cases of total non-service (cleaner could not access the property, appointment canceled by company without adequate notice, etc.), or if both the original clean and re-clean fail to meet the minimum quality expected and are substantiated with clear client feedback/documentation.

4. How to Request a Refund

• Contact us by phone, text, or email within 24 hours of your cleaning, noting the specific concerns or missed areas (photos are helpful).
• A manager will respond within 1 business day to discuss and, if needed, schedule a re-clean or process a refund/credit.
• If a refund is processed, you may choose between:
  • A monetary refund to the original payment method (may take 3–5 business days to appear, depending on your bank/processor),
  • OR a service credit of equal or greater value for future cleans (your choice).

5. Special Situations & Our Cleaners

• For Clients:
  Our refund process is not punitive—our goal is always improvement and partnership. False, exaggerated, or fraudulent claims may result in service refusal or, in rare circumstances, reporting to local customer protection agencies.
• For Cleaners:
  If a re-clean or refund is processed due to cleaner error, we provide feedback, coaching, and a fair opportunity to resolve the issue. Cleaners will not be penalized for client misunderstandings or circumstances beyond their control.
• For Both:
  Open communication and respectful feedback are the keys to ensuring a great experience for everyone.

6. Service Area-Specific Notes (Pleasanton, Dublin, San Ramon, Tri-Valley):

• We guarantee timely response and prioritization for all refund/re-clean requests within our core Tri-Valley service region.
• In rare cases of excessive travel or access constraints, alternate refund or credit options may be proposed (always discussed transparently and case-by-case).

7. Cancellation & Late Policy

• Cancellations within 24 hours of service may incur a nominal cancellation fee (except for emergencies; we’re human and flexible!)
• If our team arrives on time, but cannot access the property or is turned away, a partial charge may apply to cover costs and cleaner time.

8. Contact Information

For all refund or service concerns, reach us at:

• Phone: ‪(510) 224-5156‬
• Email: team@trivalleycleaningco.com
• Response hours: 8am–6pm, Monday through Friday

9. Policy Updates

Tri Valley Cleaning Co. may update this policy periodically to reflect evolving best practices. The most current policy will always be available on our website and by request.

Thank you for supporting local business—we’re here to help, and we always want to make things right!