Refund Policy

1. Purpose

This Refund Policy explains when Customers may be eligible for a refund, credit, or other resolution for Services booked through the Klenzaa Platform.

2. Refund Eligibility

Refund requests may be considered where:

• A Booking is cancelled in accordance with the Cancellation Policy.
• A Service Provider fails to attend a confirmed Booking.
• Services cannot be completed due to circumstances attributable to the Service Provider.
• There is a verified issue with the quality or completion of the Services.
• Any other circumstances where Klenzaa determines that a refund, Platform Credit, or other resolution is appropriate in accordance with its policies.

Refunds are not guaranteed and will be assessed on a case-by-case basis.

For recurring Bookings, where eligible, Klenzaa may issue Platform Credits to the Customer's Klenzaa Wallet instead of a monetary refund, in accordance with the Cancellation Policy and this Policy.

3. Satisfaction Guarantee

Customers who are dissatisfied with a completed Service should report the issue through the Platform within 24 hours of service completion and provide photographs, videos, communications, or any other supporting information reasonably requested by Klenzaa.

Where appropriate, Klenzaa may offer:

• A re-clean.
• A partial refund.
• A full refund.
• Platform credit.
• Another reasonable resolution.

Klenzaa may require photographs or other reasonable evidence to support a refund request.

4. Exclusions

Refunds may be denied where:

• The issue was not reported within the required timeframe.
• The Customer prevented the Service from being completed.
• The complaint is unsupported or fraudulent.
• The issue resulted from inaccurate Booking information or conditions outside the Service Provider's control.
• The Customer failed to provide safe or timely access to the Property.
• The complaint relates to pre-existing conditions, normal wear and tear, or matters outside the scope of the booked Services.

5. Refund Processing

Approved refunds may be issued to the original payment method or, where permitted under Klenzaa's policies, as Platform Credits to the Customer's Klenzaa Wallet.

Klenzaa may require additional information or supporting documentation before processing a refund request.

Processing times may vary depending on the payment provider or financial institution.

Where a refund request is denied, Klenzaa may, where appropriate, offer another resolution, including a re-clean, partial refund, Platform Credits, or any other reasonable solution determined in accordance with its policies.

6. Platform Credits

Where appropriate, Klenzaa may issue Platform Credits instead of a monetary refund. Platform Credits may be applied toward future Bookings, recurring Services, subscriptions, or other eligible Services available through the Platform.

Platform Credits are non-transferable, are not redeemable for cash except where required by applicable law, and are governed by Klenzaa's Terms of Service, the Klenzaa Wallet Policy, and any other applicable Klenzaa policies.

Klenzaa reserves the right to adjust, reverse, or remove Platform Credits where reasonably necessary to correct errors, investigate fraud, comply with legal obligations, or enforce its agreements and policies.

7. Changes to this Policy

Klenzaa may update this Policy from time to time. Continued use of the Platform after the effective date of any revised Policy constitutes acceptance of the updated Policy.

8. Contact

Klenzaa Inc.

Email: support@klenzaa.com

Website: www.klenzaa.com