Refund Policy
100% satisfaction guaranteed - your peace of mind is our priority
Last updated: December 15, 2025
Our Commitment to You
At Aura Spring Cleaning, we stand behind every service with a 100% satisfaction guarantee. We believe that exceptional cleaning service should give you complete peace of mind, which is why we've created a comprehensive refund policy that protects your investment.
This policy outlines exactly when and how refunds are processed, ensuring transparency and fairness for all our Austin-area customers.
Refund Scenarios
Clear guidelines for different refund situations
100% Satisfaction Guarantee
If you're not completely satisfied with our cleaning, we'll make it right.
- We will return within 24 hours to re-clean any unsatisfactory areas at no charge
- If still unsatisfied after our return visit, we will provide a full refund
- Must be reported within 24 hours of service completion
- Applies to all regular, deep, and move-in/move-out cleaning services
- Photo documentation may be requested for quality assurance
Cancellation Refunds
Cancel your appointment and receive a refund based on our cancellation policy.
- Cancellations 24+ hours in advance: Full refund
- Cancellations 12-24 hours in advance: 50% refund
- Cancellations less than 12 hours: No refund available
- Weather-related cancellations by Aura: Full refund
- Emergency cancellations will be reviewed case-by-case
Service Failure Policy
If we fail to provide the agreed-upon service due to our error.
- Team arrives more than 2 hours late without notice: 25% refund
- Service cannot be completed due to our equipment failure: Full refund
- Wrong service type provided: Re-service + 50% refund
- Team fails to show up without 24-hour notice: Full refund + service credit
- Damage to property due to negligence: Full refund + repair coverage
Recurring Service Refunds
For customers with weekly, bi-weekly, or monthly cleaning subscriptions.
- Cancel subscription anytime with 48 hours notice
- Unused prepaid services will be refunded within 7 business days
- Promotional discounts may affect refund amounts
- One-time service add-ons are non-refundable once completed
- Paused subscriptions can be resumed within 90 days
How Our Refund Process Works
Simple, transparent steps to ensure quick resolution
Report Issue or Request
Contact us within the specified timeframe for your situation
Call (512) 781-0527 or emailIssue Review
We review your request and may schedule a return visit if applicable
Response within 2 hoursResolution Attempt
For satisfaction issues, we attempt to resolve with a return cleaning
Same or next day returnRefund Processing
If refund is approved, payment is processed back to original method
3-5 business daysNon-Refundable Items
The following items are generally not eligible for refunds:
- Services completed to satisfaction (no quality issues reported within 24 hours)
- Cancellations made less than 12 hours before appointment
- Additional services requested and completed during the visit
- Travel fees for remote locations (if applicable)
- Third-party service fees (payment processing fees)
Note: Even for items listed as non-refundable, we may make exceptions in extraordinary circumstances. Contact us to discuss your specific situation.
Refund Processing Times
Refunds are processed back to your original payment method:
Credit Cards
- • Processing time: 3-5 business days
- • May take additional 1-2 days to appear on statement
- • Refunds appear as credits on your statement
Other Payment Methods
- • Debit cards: 3-5 business days
- • PayPal: 1-3 business days
- • Cash payments: Check mailed within 5 business days
Dispute Resolution
If you disagree with our refund decision, we offer a fair dispute resolution process:
- Request supervisor review within 48 hours of decision
- Provide additional documentation if available
- Final decision communicated within 72 hours
Need to Request a Refund?
Our customer service team is ready to help resolve any issues quickly and fairly.