Our Commitment to Excellence

At Squidphex, we take pride in delivering exceptional office cleaning services. We stand behind the quality of our work with a comprehensive satisfaction guarantee designed to ensure you receive the pristine, professional results you expect.

This Service Guarantee and Return Policy outlines our commitments to you, including our satisfaction guarantee, re-cleaning policy, cancellation terms, refund conditions, and the process for addressing any concerns about our services.

100% Satisfaction Guarantee

Your satisfaction is our top priority. We guarantee that our office cleaning services will meet or exceed your expectations. If you're not completely satisfied with any aspect of our service, we'll work diligently to make it right.

What Our Guarantee Covers

• Quality of Work: All surfaces and areas included in your service agreement will be cleaned to professional standards
• Timeliness: Services will be completed within the scheduled timeframe
• Professionalism: Our team will conduct themselves in a courteous and professional manner
• Eco-Friendly Practices: We use only approved, environmentally safe cleaning products
• Security: Your property and assets will be treated with the utmost care and respect

Guarantee Period

Our satisfaction guarantee is valid for 24 hours after the completion of each cleaning service. If you're not satisfied with any aspect of the cleaning, you must notify us within this timeframe to be eligible for our re-cleaning service or refund policy.

Complimentary Re-Cleaning Service

If any area of your office doesn't meet our quality standards or your expectations, we offer a complimentary re-cleaning service to address your concerns.

Re-Cleaning Eligibility

To qualify for complimentary re-cleaning:

• Issues must be reported within 24 hours of service completion
• The affected areas must have been included in your original service agreement
• The issue must not result from damage or changes made after our service
• Access to the affected areas must be provided for re-cleaning

Cancellation and Rescheduling

We understand that business needs change. Our flexible cancellation policy is designed to accommodate your schedule while allowing us to manage our resources effectively.

Cancellation Terms

• 48+ Hours Notice: Full cancellation with no fees. Receive 100% credit or refund for prepaid services
• 24-48 Hours Notice: 50% cancellation fee applies. Remaining 50% provided as credit or refund
• Less than 24 Hours: Full service fee applies (no refund available)
• No-Show: Full service fee charged, plus potential rescheduling fee

Rescheduling Services

You may reschedule services at no charge if:

• You provide at least 48 hours' notice
• The new date is within 30 days of the original appointment
• The rescheduled service falls within our normal operating hours

Recurring Service Contracts

For clients with recurring cleaning contracts:

• 30 days' written notice required for contract termination
• Early termination fee may apply for annual contracts
• Temporary service suspensions available for up to 60 days
• Contract modifications can be requested with 14 days' notice

Refund Policy

While we strive for 100% satisfaction through our re-cleaning service, we offer refunds in specific circumstances where our services fail to meet agreed-upon standards.

Full Refund Eligibility

You may be eligible for a full refund if:

• Issues are reported within 24 hours of service completion
• We're unable to resolve the issues through re-cleaning
• Our team failed to arrive for a scheduled service without prior notice
• Services performed differ significantly from the agreed-upon scope
• You cancel with 48+ hours' notice before service delivery

Partial Refund Eligibility

Partial refunds may be issued when:

• Specific areas weren't cleaned despite being in the service agreement
• Service was completed but didn't meet professional standards in certain areas
• You cancel between 24-48 hours before scheduled service (50% refund)

Refund Processing

1. Request Submission: Submit a refund request in writing within 24 hours of service completion
2. Review Process: Our quality assurance team will review your case within 2-3 business days
3. Resolution Attempt: We'll first attempt to resolve issues through re-cleaning
4. Refund Approval: If resolution isn't achieved, refunds are approved within 5 business days
5. Payment Processing: Refunds are processed to the original payment method within 7-10 business days

Damage Claims and Insurance

We take every precaution to protect your property during our cleaning services. However, in the rare event that damage occurs, we have comprehensive procedures and insurance coverage to address your concerns.

Reporting Damage

If you discover damage to your property that you believe occurred during our service:

1. Immediate Notification: Contact us within 24 hours of discovering the damage
2. Document the Damage: Provide photographs and detailed descriptions of the affected items or areas
3. Preserve Evidence: Keep damaged items in their current condition until we can inspect them
4. Complete Claim Form: Fill out our damage claim form with all relevant details

Our Investigation Process

• We'll schedule an inspection within 48 hours of your claim
• Our supervisor will assess the damage and review service logs
• We'll consult with our team members who serviced your office
• A determination will be made within 5 business days

Insurance Coverage

Squidphex carries comprehensive general liability and property damage insurance. Our coverage includes:

• Property damage up to $5,000,000 per occurrence
• Professional liability coverage
• Employee bonding and theft protection
• Pollution liability for eco-friendly products

Service Modifications and Upgrades

Your cleaning needs may evolve over time. We offer flexible options to modify your service plan to better suit your requirements.

Upgrading Services

You can upgrade your service at any time by:

• Adding additional rooms or areas to your cleaning scope
• Increasing service frequency (e.g., weekly to twice-weekly)
• Including specialized services (carpet cleaning, window washing, etc.)
• Adding eco-premium product options

Downgrading Services

If you need to reduce services:

• Provide 14 days' notice for contract modifications
• Annual contract holders may face early modification fees
• Service credits from prepaid plans can be adjusted
• Temporary service reductions available for up to 90 days

Service Pauses

You may temporarily pause services for:

• Office renovations (up to 60 days)
• Seasonal closures (up to 90 days)
• Relocation periods (up to 30 days)

Service pauses require 7 days' notice and don't incur cancellation fees.

Complaint Resolution Process

We value your feedback and take all concerns seriously. Our structured complaint resolution process ensures your issues are addressed promptly and effectively.

Escalation

If you're not satisfied with the initial resolution:

• Request escalation to our Operations Manager
• Senior management will review your case within 5 business days
• A final resolution proposal will be presented
• Written documentation of the resolution will be provided