Cancellation & Refund Policy

1. Purpose

This Cancellation and Refund Policy outlines the conditions under which clients may cancel or reschedule a booked service, as well as the circumstances for refunds. By booking a cleaning service with Crystal LLC, the client agrees to the terms described below.

2. Cancellations

• Cancellations made more than 24 hours before the scheduled service are free of charge.
• Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee of up to 100% of the estimated price.
• If a cleaning team is already dispatched to the property, a $30 per cleaner per hour trip fee will be charged to cover lost time and travel costs.

3. Rescheduling

• Clients may reschedule their appointment without penalty if the request is made at least 24 hours in advance.
• Requests made less than 24 hours before the scheduled service time may incur additional fees or be treated as a cancellation, depending on staff availability.

4. Missed Appointments / Access Issues

• If the cleaning team cannot access the property due to locked doors, incorrect access codes, or unresponsive clients, a $75 lockout fee will apply.
• Repeated missed appointments or last-minute reschedules may result in service suspension.

5. Refund Eligibility

• Refunds are granted only in cases where:
  • the cleaning service was not performed as scheduled due to company fault;
  • a duplicate payment was made in error;
  • an overcharge occurred due to a system or billing issue.
• All refund requests must be submitted in writing to info@ozarks-cleaning.com within 7 business days of the service date.
• Approved refunds are processed within 3–5 business days via the original payment method.

6. Non-Refundable Cases

• Refunds are not issued when:
  • the client cancels after the team has arrived or started cleaning;
  • the cleaning was completed but the client is dissatisfied without valid grounds or supporting evidence;
  • the issue results from inaccurate booking details (wrong address, property size, or description).
• In such cases, the company may offer a discount or partial credit at its discretion.

7. Dispute Resolution

Any dispute related to cancellation or refund must be submitted in writing. Crystal LLC will investigate the case and respond within 5 business days. If the client remains unsatisfied, the matter will be handled through small claims court or arbitration in Christian County, Missouri.

8. Communication Channels

All cancellation, reschedule, or refund requests must be submitted via:

• Email: info@ozarks-cleaning.com
• Dispatcher phone: (417) 470-2314

Verbal or social media messages are not considered official communication.

8.1 SMS Notifications and Consent

Crystal LLC may send SMS messages related to cancellations, reschedules, or refund confirmations. These messages are transactional only and sent to keep clients informed of service status. By providing a phone number, clients consent to receive such notifications. Message frequency varies depending on service activity. Standard message and data rates may apply. Clients may opt out at any time by replying STOP to any text message or emailing info@ozarks-cleaning.com. Crystal LLC does not send marketing or promotional SMS messages.

9. Contact