Refund Policy

At Dexlivo, we aim to deliver cleaning services that meet the scope and standards agreed upon at the time of booking. This Refund Policy explains how we handle situations where a service does not meet your expectations.

1. Our Approach to Service Concerns

If you have a concern about a completed visit, we ask that you contact us as promptly as possible — ideally within 24 hours of the service. Early contact allows us to address issues effectively and, in many cases, to return and correct areas that were not completed to the expected standard.

We take feedback seriously and use it to improve. Our first response to a service concern will typically be to offer a return visit to address the specific issue at no additional charge, provided the concern falls within the original scope of the service.

2. Eligibility for a Return Visit

A complimentary return visit may be offered when:

• A specific area within the agreed service scope was missed or not completed adequately
• The concern is raised within 24 hours of the completed visit
• The property conditions at the time of the return visit are consistent with those at the original visit

A return visit may not be offered if the concern relates to:

• Tasks that were not part of the agreed service scope
• Pre-existing damage or conditions that were present before the visit
• Concerns raised more than 48 hours after the completed visit
• Client expectations that were not communicated prior to the visit

3. Refund Requests

Refund requests are reviewed on a case-by-case basis. A refund may be considered when:

• A return visit is not feasible (e.g., due to timing constraints such as a move-out situation)
• The service was demonstrably incomplete relative to the agreed scope
• Documented evidence of the issue is provided

Refunds are not issued for subjective preferences about cleaning methods, style, or sequence — provided the end result meets the agreed scope. We are happy to adjust our approach on future visits based on client feedback.

Where a partial refund is determined to be appropriate, the refund amount will reflect the portion of the service that was not completed to the agreed standard, rather than the full invoice amount.

4. How to Submit a Concern

To raise a service concern or request a review:

• Contact us by email at [email protected]
• Call us at +1 514-977-2681 during business hours
• Describe the specific issue, the service date, and the areas of concern
• Photos documenting the issue are helpful but not mandatory

We will acknowledge receipt of your concern within one business day and follow up with a proposed resolution.

5. Cancellation Fees

For one-time and recurring services, cancellations made with less than 24 hours' notice may be subject to a cancellation fee. This fee is disclosed at the time of booking. It reflects the cost of the staff time allocated and the scheduling impact of a late cancellation.

No cancellation fee applies when Dexlivo cancels or reschedules a visit due to circumstances on our side.

6. Recurring Plan Cancellations

Recurring cleaning plans can be paused or cancelled by contacting us directly. We ask for at least one week's notice before the next scheduled visit. No long-term contract commitment is required, and there are no penalties for ending a recurring plan with appropriate notice.

7. Processing of Approved Refunds

Approved refunds will be processed using the same payment method used for the original transaction. Processing times vary depending on your financial institution but are typically completed within five to ten business days of approval. We will confirm the refund amount and expected timeline in writing.

8. Contact

Dexlivo
323 Av. Grosvenor, Westmount, QC H3Z 2M3, Canada
Email: [email protected]
Phone: +1 514-977-2681