Refund & Deposit Policy

1. Purpose

Comfort Scent Cleaning (“Comfort Scent,” “we,” “us,” or “our”) uses reservation deposits and clear payment terms to coordinate cleaning professionals, travel, equipment, supplies, and scheduling capacity. This Policy is intended to explain those practices fairly and transparently for residential and commercial customers.

This Policy supplements our Terms of Service, Cancellation & Rescheduling Policy, and any written estimate, confirmation, invoice, or service agreement applicable to your booking. Nothing in this Policy limits rights that cannot be waived under applicable law.

2. Reservation Deposits

Certain services require an initial reservation deposit before Comfort Scent continues the scheduling process. The deposit amount is displayed before payment. Unless different written terms are presented and accepted, a paid deposit is credited toward the approved price for the applicable cleaning service.

A reservation deposit is not a separate gratuity and does not permit Comfort Scent to apply undisclosed charges. Its treatment following a cancellation, rescheduling, or service change depends on this Policy, the applicable booking terms, the circumstances, and applicable law.

3. Why Deposits Are Required

A deposit demonstrates a customer’s intent to proceed and allows Comfort Scent to reserve scheduling resources while reviewing the requested appointment. Deposits may support staffing, route planning, administrative preparation, equipment coordination, and other commercially reasonable preparations for the requested work.

4. Appointment Requests

Submitting a booking request or deposit payment does not automatically guarantee a requested appointment date or time. All requests remain subject to service-area review, availability, staffing, travel considerations, property details, and confirmation by Comfort Scent.

5. Scheduling Process

After a required deposit is received, our scheduling team reviews the request and communicates regarding availability and appointment details. We will make commercially reasonable efforts to accommodate requested dates, but preferences remain subject to availability. Customers should monitor scheduling communications and respond promptly when additional information or approval is requested.

6. Appointment Confirmation

An appointment is confirmed only when Comfort Scent expressly confirms the service date or window through an authorized communication channel. A Stripe receipt, checkout success page, automated submission message, or pending booking status confirms payment activity but does not, by itself, confirm scheduling.

7. Customer Responsibilities

Customers are responsible for:

• Providing complete, current, and accurate booking, property, and contact information;
• Reviewing the estimate, selected services, deposit amount, and known property details before payment;
• Reviewing and responding to scheduling communications;
• Promptly notifying Comfort Scent of changes affecting the scope, property condition, access, price, or requested date; and
• Reviewing the service agreement, invoice, and other terms supplied for the booking.

Inaccurate, incomplete, or outdated information may affect pricing, scheduling, the work that can safely be completed, and refund eligibility.

8. Remaining Balance

The paid reservation deposit is applied to the approved service price unless otherwise stated in writing. The remaining balance is governed by the applicable service agreement, approved scope, and invoice. Unless a different written arrangement applies, the remaining balance becomes due upon completion of the cleaning service.

9. Payment Methods

Available payment methods are displayed during checkout and may vary based on Stripe availability, account configuration, transaction amount, currency, customer eligibility, location, device, and other payment-provider requirements. Display of a method does not guarantee approval by the applicable bank, issuer, wallet, or financing provider.

10. Payment Processing

Payment transactions are subject to authorization and may be declined, delayed, reversed, or reviewed by the payment provider or financial institution. Comfort Scent may receive transaction details needed to identify the booking, confirm payment status, issue an approved refund, reconcile an invoice, or respond to a dispute.

11. Stripe Payments

Online payments are securely processed through Stripe-hosted payment pages. Customers provide payment credentials directly to Stripe, not to Comfort Scent. Stripe processes transactions according to its own terms, privacy practices, availability, fraud controls, and payment network requirements.

An approved refund is submitted through the applicable payment channel. Posting time and final availability are controlled by Stripe, the payment method, and the customer’s financial institution and therefore cannot be guaranteed by Comfort Scent.

12. Refund Requests and Eligibility

Refunds are not automatic. A customer requesting a refund should contact Comfort Scent promptly and provide enough information to identify the transaction and explain the request. We will evaluate requests in good faith according to the company’s published policies, booking-specific terms, scheduling status, services and preparation already performed, costs reasonably incurred, the reason for the request, and applicable law.

Depending on those circumstances, an available resolution may include a full or partial refund, an agreed credit, transfer to a rescheduled appointment, or denial of the request where legally appropriate and consistent with published terms. Nothing in this Policy promises a particular outcome before review.

13. Situations Where a Refund May Be Declined or Limited

To the fullest extent permitted by law, Comfort Scent may decline or limit a refund when the applicable terms were clearly disclosed and the amount reasonably relates to reserved scheduling capacity, preparation or work already performed, costs properly incurred, a late cancellation, a customer no-show, unavailable property access, unsafe conditions, materially inaccurate booking information, or an approved service already provided.

These factors do not make every deposit categorically non-refundable. Each request remains subject to its facts, the policies disclosed for the booking, and mandatory consumer rights.

14. Customer Cancellation

Customers should cancel with reasonable notice through an approved contact method. Refund eligibility following a customer cancellation depends on the disclosed booking terms, timing, resources reserved, work or preparation completed, recoverable costs, and applicable law. The separate Cancellation & Rescheduling Policy governs the cancellation process and when a request becomes effective.

15. Customer Rescheduling

A customer may request that an eligible deposit be associated with a replacement appointment, but a transfer is not automatic. It remains subject to reasonable notice, availability, unchanged service and property details, applicable booking terms, and confirmation by Comfort Scent. A material change may require a revised estimate or payment arrangement.

16. Company Rescheduling

If Comfort Scent must reschedule, we will make commercially reasonable efforts to notify the customer and offer an available alternative. Deposit treatment will depend on whether a replacement appointment is accepted, the applicable written terms, and law. A company-initiated schedule change does not remove any mandatory refund or cancellation right.

17. Company Cancellation

If Comfort Scent cancels and cannot provide the agreed service or a mutually accepted alternative, we will evaluate the related payment promptly and provide any refund required by the governing terms and applicable law. Available alternatives may include rescheduling or a customer-approved credit. Comfort Scent will not retain funds where retention is prohibited by law.

18. Pricing Changes

Estimates depend on the service, property, scope, and condition information provided by the customer. If the requested work or actual conditions differ materially, Comfort Scent may pause and propose a revised price, scope, or schedule before proceeding. The original deposit will be credited toward any revised price accepted by the customer unless different written terms are agreed.

19. Customer Approval Requirement

Comfort Scent will not apply an additional service charge without customer approval. If a proposed price or scope change is not approved, we may perform only the previously approved work that can reasonably and safely be completed, offer a revised appointment, or decline work outside the approved scope. Any resulting refund review will follow this Policy and applicable law.

20. Taxes and Fees

Applicable taxes or fees, if any, will be disclosed as required and included in the amount presented for customer authorization. Comfort Scent will not impose an undisclosed payment charge. A bank, card issuer, wallet provider, or financing provider may impose separate charges under its agreement with the customer; those third-party charges are not controlled by Comfort Scent.

21. Payment Disputes

If you believe a charge is incorrect or unauthorized, contact Comfort Scent promptly so we can review the available records and attempt a good-faith resolution. Include the customer name, approximate transaction date, amount, and a description of the concern, but do not send full card numbers or sensitive payment credentials.

Contacting Comfort Scent does not waive or replace any lawful right to contact a financial institution or payment provider regarding an unauthorized charge or billing error.

22. Chargebacks

When a payment is disputed through a bank or payment provider, Comfort Scent may provide booking confirmations, customer communications, service records, invoices, access records, and other relevant information to Stripe, the payment network, or the financial institution. We may suspend unresolved future bookings while a dispute is pending. Nothing in this section restricts a customer’s valid rights concerning unauthorized or incorrect charges.

23. Commercial Services

Commercial services may be governed by a proposal, recurring-service arrangement, purchase order, or separate service agreement. Where a signed commercial agreement contains more specific deposit, invoice, cancellation, or refund terms, those terms control for the applicable services to the extent permitted by law.

24. Airbnb and Vacation-Rental Services

Turnover services may require time-sensitive staffing and scheduling between guest stays. Refund and deposit decisions may reasonably consider reserved capacity, notice, guest or access delays, property readiness, work already performed, and disclosed booking terms. We do not guarantee reimbursement for a host’s lost revenue, platform charges, guest claims, or other third-party costs.

25. Move-In / Move-Out Services

Customers are responsible for coordinating cleaners with movers, contractors, property managers, utility providers, lease deadlines, and closing schedules. Refund eligibility is not determined solely by a third-party delay or external deadline and will be evaluated under the applicable booking terms, this Policy, and law.

26. Force Majeure

Events beyond reasonable control—such as hurricanes, flooding, fire, public emergencies, governmental orders, utility outages, transportation disruptions, or similar events—may require delay, rescheduling, or cancellation. The parties should communicate when practical and work in good faith toward a reasonable outcome. Any refund, credit, or rescheduling option remains subject to applicable terms and law.

27. Limitation of This Policy

This Policy addresses payments, deposits, and refunds only. It does not replace service-scope requirements, property preparation rules, satisfaction or damage procedures, payment-provider terms, or the complete Terms of Service. If a specific written service agreement conflicts with this Policy, the more specific agreement controls for that service unless applicable law requires otherwise.

No provision excludes liability or restricts a refund, cancellation, dispute, or other consumer right where doing so would be prohibited by applicable law.

28. Changes to This Policy

Comfort Scent may update this Policy as services, payment practices, or legal requirements change. Revisions will be posted on this page with an updated effective date. We will provide additional notice where required by law. A revision will not retroactively remove rights that apply to an existing transaction.

29. Contact Information

For questions about a deposit, remaining balance, refund request, or payment concern, contact: