1. General provisions
1.1. This Refund Policy governs the terms and conditions for refunding amounts paid by Clients of "Hygia Vita" EOOD for professional cleaning services provided.
1.2. By using the services of "Hygia Vita" Ltd., the Client declares that he is familiar with and accepts the terms of this Policy.
2. Grounds for refund
2.1. Refund of the amount paid is made in the following cases:
– the service was not performed in full or qualitatively due to the fault of the Contractor;
– a justified complaint has been submitted within 24 hours after the service has been provided and a remediable or irremediable non-conformity has been established;
– a technical or accounting error was made during the payment, including double billing.
3. Procedure for requesting a refund
3.1. The client submits a written application for a refund via e-mail, the contact form on the website or on site at the company's office.
3.2. The application should contain the following information: three names of the Client, contact details, date of service provision, detailed description of the problem and attached evidence (if available).
4. Terms and method of reimbursement
4.1. "Hygia Vita" EOOD reviews each submitted application within 7 (seven) working days from the date of its receipt.
4.2. The refund of the amount shall be made in the same manner in which the payment was made, unless the parties have agreed otherwise.
4.3. In case of a recognized justified complaint, the Client has the right to choose between:
– refund of the amount paid;
– re-performance of the service at no additional charge.
5. Limitations
5.1. Amounts paid are not refunded when the identified discrepancies are the result of:
– lack of secured access to the site;
– dangerous, unstable or unsuitable conditions for performing the service;
– failure to execute or improper execution of given instructions by the Client;
– provision of incomplete, inaccurate or misleading information by the Client.
5.2. Amounts for partially used subscription services are not subject to refund, except in cases where the non-performance is due to the Contractor's fault.
6. Entry into force
This Policy comes into force from the date of its publication and may be amended and supplemented as necessary.