Refund Policy

Our Approach

Kelvora is committed to professional cleaning and a positive customer experience. When a service concern occurs, we make reasonable efforts to resolve it through communication, re-cleaning where appropriate, service adjustments, credits, or a refund where one is justified.

Payment Timing

Kelvora does not charge at booking. When you book, you see your full price — service details, pricing breakdown, selected extras and final total — before you confirm. Your card is then saved securely with our payment provider.

Your card is charged automatically after your cleaning is completed and the job is finalized, for the price shown at booking. If a visit needs a short review by our office, the charge happens once that review is complete.

If you cancel before your cleaning takes place, Kelvora does not charge a cancellation fee. See our cancellation policy.

When a Refund May Apply

A refund may be considered for:

• Billing errors — a duplicate payment, an incorrect charge, or a processing error.
• Cancelled service — eligibility depends on timing and our cancellation policy.
• Service that fell short — where we determine a cleaning did not reasonably meet our standards, resolutions may include a re-clean, a partial credit, a partial refund, or a full refund in limited situations.
• Service we could not complete — including where Kelvora cancels or operational issues prevent the visit.

Raising a Concern

Please tell us as soon as you reasonably can, and within 48 hours of your cleaning where possible. Reports after that are still considered, based on the available information and circumstances.

It helps to include a description of the concern, photos where applicable, the service date, and the areas needing attention. We consider the nature of the concern, its severity, your service history, and the circumstances of the visit.

Re-Cleaning First

Before issuing a refund for a quality concern, we may offer a reasonable opportunity to put it right — typically where a task was missed, expectations were unclear, or the issue can reasonably be corrected.

When a Refund Generally Does Not Apply

• Preferences outside the agreed scope of the service booked.
• Conditions not included in the selected service.
• Add-on services that were not selected.
• Issues caused by actions after the cleaning was completed.
• Items excluded under our terms.

How Approved Refunds Are Processed

Approved refunds are returned through your original payment method and processed through our payment provider, subject to normal processing timelines. Kelvora does not control bank processing times.

Credits and Alternatives

Instead of a refund, Kelvora may offer a re-clean, an account credit, or a discount on a future service, where appropriate.

Payment Disputes

Please contact us before starting a payment dispute. We will try to resolve genuine concerns directly and fairly. Disputes that are unauthorized or inaccurate may be challenged through our payment processor.

Contact Us

To raise a concern or request a refund, use My bookings or our contact page.