At Otesse, your satisfaction is our top priority. We stand behind the quality of our cleaning and junk removal services. This Refund Policy explains our commitment to making things right if you're not completely satisfied.
100% Satisfaction Guarantee
If you're not happy with our cleaning service, contact us within 24 hours and we'll come back to fix it at no additional charge. If we still can't meet your expectations, we'll refund the applicable portion of your service.
1. Our Satisfaction Guarantee
We believe in earning your trust with every service. Our satisfaction guarantee works as follows:
Step 1: Tell Us What's Wrong
Contact us within 24 hours of service completion via phone, email, or our website. Describe the specific areas or tasks that didn't meet your expectations.
Step 2: We'll Make It Right
We'll schedule a return visit at your convenience (typically within 48 hours) to address the issues at no additional cost to you.
Step 3: Still Not Satisfied?
If after our return visit you're still not satisfied, we'll work with you to determine an appropriate refund for the services that didn't meet your expectations.
2. Refund Eligibility
You may be eligible for a refund in the following situations:
3. How to Request a Refund
To request a refund, please contact us using one of the following methods:
When contacting us, please include:
- Your name and contact information
- Service date and booking confirmation number
- Detailed description of the issue
- Photos (if applicable and available)
- Preferred resolution (re-service or refund)
4. Refund Timeline
Once a refund is approved, you can expect the following timeline:
- Credit Card Refunds: 5-10 business days to appear on your statement
- Debit Card Refunds: 5-10 business days to appear in your account
- Account Credits: Applied immediately for future services
Refunds will be issued to the original payment method used for the transaction.
5. Cancellation Refunds
Our cancellation refund policy is designed to be fair while respecting our crew's time:
| Notice Given | Refund Amount |
|---|---|
| More than 24 hours | 100% refund |
| 12-24 hours | 50% refund |
| Less than 12 hours | No refund |
| No-show | No refund |
6. Service Adjustments
We understand that sometimes circumstances change. If you need to modify your service:
- Scope Reduction: If you reduce the scope of work before service begins, we'll adjust the price accordingly and refund the difference.
- Service Upgrade: If you need additional services, we can accommodate and charge only for the additional work.
- Rescheduling: You can reschedule without penalty if done more than 24 hours in advance.
7. Non-Refundable Situations
In certain situations, refunds may not be available:
8. Recurring Service Cancellations
For customers with recurring cleaning services:
- You may cancel your recurring service at any time
- Provide at least 24 hours notice before your next scheduled service to avoid charges
- Any prepaid services will be refunded on a prorated basis
- Promotional discounts may be adjusted if you cancel before the promotional period ends
9. Dispute Resolution
We strive to resolve all refund requests quickly and fairly. If you disagree with our initial decision:
Escalation Process
Request to speak with a supervisor by emailing hello@otesse.com with "Refund Escalation" in the subject line. We will review your case within 2 business days.
We believe in good-faith resolution and will work with you to find a fair outcome. If we cannot reach an agreement, you may have additional rights under applicable consumer protection laws.
10. Contact Us
If you have any questions about our Refund Policy, please contact us:
Otesse LLC
Customer Service Team
Website: www.otesse.com
Response Time: Within 2 hours during business hours
Otesse LLC | www.otesse.com | Eugene, Oregon