So I run a small house cleaning service. A client booked a deep clean, I did the job, they seemed happy. Two days later they message asking for a full refund because they "didn't like the smell of the products" and claimed the clean didn't last. They used the service, the house was clean when I left. I don't have a formal refund policy written down. What do I do here? I feel like refunding sets a bad precedent but I also don't want a bad review.
Refund request
The customer wanted a refund after using the service
Do you have anything in writing about your products or what's included? Even a text message confirming the booking could help.
Used service = no refund. Smell is subjective. I'd offer to reclean one room as a gesture but not money back.
The bad review threat is the real issue. A lot of people fold over that. But if you refund every time someone complains after the fact, you're basically working for free on demand.
How much money are we talking? If it's a small amount, the mental cost of fighting it might not be worth it. If it's a big job, different story.
It was a $180 deep clean. Not huge but not nothing. I don't have anything in writing besides the booking text where she said 'sounds good.' No mention of refunds or product preferences.
Honestly the fact that she waited two days and then said the clean 'didn't last' makes me think she just wants free work. Smell complaint could be legit but that's not a refund issue, that's a conversation.
I'd reply calmly, state that the service was completed as booked, and ofer a partial credit toward a future clean if she wants to try a fragrance-free product. No cash refund. Keep it in writing.
Partial credit still costs you. Why reward this? She used it. Done.
Because a one-star review on Google can cost way more than $180 in lost bookings. It's not about fairness, it's about math.
Yeah. And if she's the typee to demand a refund after using something, she's probably the type to leave a nasty review. I'd lean toward a partial refund just to close it out.
There's a middle grofund. Don't refund. But write a short, polite response saying you're sorry she wasn't satisfied, the service was completed as agreed, and you're happy to discuss product options for next time. Then stop replying. Most people drop it.
This is the thing though. You don't have a policy. That's the actual problem. Write one now, put it on your booking form, and require a signature or checkbox. Doesn't help with her but it will help next time.
I still say no refund. She used it and waited two days. That's on her.
i think I'm going to offer a partial refund of $50 and call it done. It feels wrong but I can't afford a review hit right now. I'll also add a rfeund policy to my booking form. Thanks for the replies, even the ones telling me to hold firm. Still not sure it's the right call.