Return Policy

Last updated: August 27, 2026

TerriWeCare provides cleaning services rather than physical goods, so there is nothing to ship back. This policy sets out what happens instead: how re-cleans work, how cancellations and refunds are handled, and how to raise a problem so it gets fixed quickly.

1. Our re-clean commitment

If an area listed in your written scope of work was missed or was not cleaned to standard, tell us within 24 hours of the service visit. We will return and re-clean that area at no additional charge, normally on the next scheduled service day or sooner if the area is critical.

Re-cleaning is our first remedy for any quality issue. It is not offered instead of a refund in bad faith — it is offered because returning to the site fixes the actual problem, and most concerns are resolved on the same visit.

2. How to report a problem

• Email info@terriwecare.com or contact your account manager directly.
• Include the date of the visit, the specific area or room, and what was missed.
• Photos are helpful but not required.

We acknowledge reports within one business day and confirm the date and time of the re-clean in writing.

3. Refunds and credits

Where a re-clean is not practical or does not resolve the issue, we may issue a partial credit or refund:

• Missed visit. If we do not attend a scheduled service and do not make it up within the same billing period, that visit is credited in full on your next invoice.
• Incomplete service. If a substantial portion of the scope was not performed and cannot be made up, we credit the proportionate value of the work not delivered.
• One-time and project jobs. For deep cleaning, move-in / move-out, post-construction, carpet, or window work, raise concerns within 24 hours of completion. If a re-clean does not resolve them, a partial refund may be issued based on the portion of the work affected.

Approved credits are applied to the next invoice by default. Where no further invoice is expected, refunds are issued to the original payment method within 10 business days of approval.

4. What is not covered

• Work that was never part of the agreed written scope, or areas that were inaccessible, locked, or occupied at the time of service.
• Conditions that cannot be corrected by cleaning — permanent staining, worn or damaged flooring, grout erosion, water damage, mold remediation, or pest issues.
• Soiling that occurs after our crew has left the site.
• Visits that could not be completed because of a facility issue outside our control, such as no power or water, no site access, an active alarm, unsafe conditions, or severe weather.
• Reports raised more than 24 hours after the service visit, other than at our discretion.

5. Cancelling or rescheduling a visit

• Recurring visits. Give at least 24 hours' notice to skip or move a scheduled service at no charge. With less notice, and where the crew has already been dispatched, up to 50% of that visit's value may be charged to cover scheduled labor.
• One-time and project jobs. Cancel more than 48 hours before the booking for a full refund of any deposit. Between 48 and 24 hours, deposits may be held as a credit toward a rescheduled date. Inside 24 hours, deposits are non-refundable where crew and equipment have been committed.
• Our cancellations. If we cancel a visit for any reason, you are not charged for it, and we will offer a make-up date.

6. Ending a service agreement

Recurring janitorial programs may be ended by either party with the written notice period stated in your service agreement, which is typically 30 days. Services delivered up to the end of the notice period remain payable. Any prepaid amounts covering services not delivered are refunded within 30 days of the final invoice being settled.

7. Damage claims

If our crew damages property while on site, report it within 48 hours with a description and photos. Verified claims are handled through our general liability insurance rather than this policy. We will not withhold a credit or refund owed under this policy while a damage claim is being reviewed.

8. Disputes and billing

Invoice disputes should be raised within 15 days of the invoice date. Undisputed amounts on the same invoice remain due on the original terms. We would rather resolve a concern by returning to the building than by arguing over a line item, so contact us first.

Contact us about this policy

Questions about this document can be sent to info@terriwecare.com or raised with your account manager. Written notices may also be sent to the mailing address listed on your service agreement.