Refund & Cancellation Policy
Last updated: (to be completed before publishing)
Lawyer review required. This Refund & Cancellation Policy is a template and has not been reviewed by a qualified lawyer. A qualified Spanish lawyer must review it before go-live.
Our Services
Bright Office Cleaning provides professional cleaning services for residential and commercial clients. Because our service is delivered in person at a scheduled time, standard e-commerce refund rules (e.g. the 14-day EU consumer right of withdrawal for goods) do not apply in the same way. This policy sets out when refunds or partial refunds apply and how to request them.
Note for lawyer review: confirm the applicability of the EU Consumer Rights Directive (2011/83/EU) as transposed in Spain for consumer clients booking in advance, particularly the right of withdrawal for services not yet started.
Cancellation Before the Service
| Notice given | Outcome |
|---|---|
| __________ hours or more before the scheduled start | Full refund if prepayment was taken, or no charge if billed on completion |
| __________ to __________ hours before | __________% charge / corresponding refund if prepaid |
| Less than __________ hours before, or no-show | Full service fee charged; no refund if prepaid |
Notice must be given in writing — by email to support@brightofficecleaning.com or by WhatsApp message to our team number.
Note for lawyer review: confirm these cancellation thresholds and charges. They must be clearly communicated at the time of booking, not only in this policy.
If the Service Was Not Delivered
If the Company fails to arrive at the scheduled time and does not reschedule within __________ hours, the Client is entitled to a full refund of any prepayment, or no charge if payment was due on completion.
If the Result Is Unsatisfactory — The Bright Standard Guarantee
We do not offer automatic refunds based on dissatisfaction. Instead, we operate the Bright Standard Guarantee:
- Notify us within 48 hours of the service completion.
- We return to re-clean the affected areas at no additional charge, within __________ business days.
- This applies to areas within the agreed scope of the service.
If, after a re-clean, you remain dissatisfied with a specific area that was within the agreed scope, contact us at support@brightofficecleaning.com to discuss the situation. A partial or full refund may be considered at the Company’s discretion in exceptional circumstances.
Note for lawyer review: confirm the guarantee terms, particularly for consumer clients who may have additional statutory rights under Spanish consumer law.
Recurring Service Cancellation
To cancel a recurring cleaning schedule (Apartment Cleaning, Office Cleaning):
- Provide __________ days’ written notice before the next scheduled visit.
- Visits already confirmed within the notice period may be charged.
- No penalty for cancelling after the notice period.
How to Request a Refund or Report Dissatisfaction
Contact us at:
- Email: support@brightofficecleaning.com
- WhatsApp: our team number (shown on the contact page)
- Address: Carrer de Miquel, 26, 08830 Sant Boi de Llobregat, Barcelona, Spain
We aim to respond within __________ business days.
Consumer Rights (Spain)
For private consumers (non-business clients), your statutory rights under Spanish consumer law (Real Decreto Legislativo 1/2007) are not affected by this policy. If you have a dispute that we cannot resolve directly, you may contact the relevant Spanish consumer authority (OMIC or AEPD for data matters). (Confirm the applicable consumer authority with your lawyer.)