Our commitment to fair and transparent refund practices for our customers and operators.
Spotless Markets LLC ("Company," "we," "us," "our") operates as a marketplace platform connecting customers with independent cleaning service operators. Our Refund Policy governs when refunds are available to customers and how refund requests are processed. It is important to understand that Spotless Markets is not the service provider; we are a technology platform facilitating transactions between independent operators and customers.
This policy applies to all bookings made through the Spotless Markets platform. By using our Platform, you agree to be bound by the terms of this Refund Policy.
As a marketplace platform, Spotless Markets facilitates connections between customers seeking cleaning services and independent operators providing those services. The relationship is between the customer and the operator; Spotless Markets provides the technology infrastructure and payment processing services. Refunds are processed by Spotless Markets on behalf of customers when eligible conditions are met, regardless of whether the operator has received payment.
Refunds are available in the following circumstances:
If an Operator cancels a booking without providing the service, or if the Operator fails to arrive at the scheduled time and does not provide the service, the Customer is eligible for a full refund of the service amount (less the Spotless Markets fee is non-refundable for bookings where no service was provided, or the fee may be refunded at the Company's discretion). Refunds in this category are processed promptly.
If a service is performed but the Customer believes the service quality is significantly below the description or agreed-upon standards, the Customer may request a refund. "Significant quality issues" include situations such as:
Minor issues such as slight dissatisfaction with thoroughness, minor communication delays, or subjective preferences generally do not qualify as significant quality issues eligible for refunds. Customers are encouraged to communicate issues directly with the Operator first, as many issues can be resolved through re-service or clarification.
If you were charged for a service that you did not authorize, or if your payment information was used fraudulently, you are eligible for a full refund. Please report unauthorized charges immediately to our support team.
If a technical malfunction on the Platform resulted in duplicate charges, incorrect pricing, or other payment errors, the Company will issue a refund for the erroneous charge.
If an Operator violates the terms of the service agreement in a material way (such as being intoxicated while providing service, engaging in inappropriate conduct, or violating agreed-upon terms of access), the Customer may be eligible for a refund or partial refund depending on the circumstances.
Initiating a Refund Request: To request a refund, the Customer must submit a refund request through the Platform's support system within 14 days of the service date. Requests should include a detailed explanation of the reason for the refund request and any supporting documentation (such as photos, messages, or communication records).
Direct Resolution: For service quality issues, we encourage Customers to first attempt to resolve the issue directly with the Operator through the Platform's messaging system. The Operator may offer to re-service the area or provide a partial refund. If the dispute is resolved directly, no further action is needed.
Company Investigation: If the issue is not resolved directly, the Company will review the refund request, including any available documentation, messages between parties, ratings, and service records. The Company may request additional information from either party.
Resolution: Based on the investigation, the Company will either approve the refund, deny the request, or propose an alternative resolution. The Customer will be notified of the decision via email.
Standard Processing Time: Once a refund is approved, it will be processed within 5-10 business days. The actual timing of when the funds appear in your account may vary depending on your payment method and financial institution. Credit card refunds typically appear within 3-5 business days; bank transfer refunds may take 5-10 business days.
Request Timeline: Refund requests must be submitted within 14 days of the service date to be considered. Requests submitted after this period may be declined, though the Company retains discretion to consider requests on a case-by-case basis.
Complex Cases: In cases requiring extensive investigation or multiple communications between parties, processing may take longer, and you will be notified of the timeline.
In some circumstances, a partial refund may be issued rather than a full refund:
The following are generally non-refundable:
If a service was completed and meets the standards described in the booking, no refund is available, regardless of subjective preferences. Customers should communicate any concerns immediately upon service completion and before accepting the booking as complete.
If a Customer cancels a booking after the service has already been initiated or completed, no refund is available except as provided in our Cancellation Policy. Once service begins, the Operator is entitled to compensation for their time and effort.
Refunds are not available when a Customer decides they no longer want the service, changes their mind about the service type, or is dissatisfied based on personal preference rather than service quality issues.
If a dispute between a Customer and Operator has already been resolved through direct agreement, the dispute settlement amount, or other mechanism, an additional refund claim based on the same issue will not be available.
Dispute Process: If you believe a refund decision was incorrect, you may appeal the Company's decision by submitting a detailed dispute statement within 7 days of receiving the decision notification. Include any additional documentation or evidence that supports your position.
Appeal Review: Appeals will be reviewed by a member of the Company's customer support team or management who was not involved in the original decision. The Company will respond to the appeal within 7 business days.
Final Decision: The Company's decision on appeal is final and binding, except as may be required by applicable law or court order.
If a Customer initiates a chargeback dispute with their credit card company or bank instead of requesting a refund through the Platform, the following may occur:
Customers are encouraged to use the Platform's refund request system rather than initiating chargebacks directly with their financial institution.
Operator Liability for Refunds: When a refund is issued to a Customer due to Operator fault (such as non-performance or significant quality issues), the Company may recover the refunded amount from the Operator's account. Operators are responsible for maintaining sufficient account balance to cover potential refunds.
Deduction from Payouts: If an Operator's account balance becomes negative due to refunds or chargebacks, future payouts will be withheld until the negative balance is resolved.
Termination for Excessive Refunds: Operators who receive excessive refund claims may be subject to account suspension or termination at the Company's discretion.
Force Majeure: If a service cannot be performed due to unforeseen circumstances beyond either party's control (such as extreme weather, natural disasters, or other force majeure events), the Company may process a full refund or allow rescheduling at no additional cost at the Customer's preference.
Safety Concerns: If a service is canceled or refunded due to safety concerns, health violations, or other serious issues, refunds may be processed immediately and outside the standard timeline.
Regulatory or Legal Issues: If a service cannot be completed due to legal or regulatory issues, the Company may process a full refund regardless of other policy provisions.
If you have questions about this Refund Policy or need to request a refund, please contact our customer support team:
Spotless Markets LLC
Email: legal@spotlessmarkets.com
Website: www.spotlessmarkets.com
Hours: Monday - Friday, 9 AM - 5 PM EST
Please include your booking confirmation number, service date, and a detailed explanation of your refund request when contacting us.
The Company reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Platform following any changes constitutes your acceptance of the updated policy. If you do not agree with changes to the policy, you may discontinue using the Platform.
This Refund Policy is effective as of March 26, 2026, and was last updated on that date. The Refund Policy is incorporated by reference into our Terms of Service and Cancellation Policy.