Our service is physical work carried out at your location. When our crew sets out, we have already committed staff, transport, equipment and materials to your job, and these costs cannot be recovered. This policy explains what that means for you, so please read it before you accept a quote. By accepting a quote, you agree to this policy, including section 11.
1. Before our crew sets out
You can change or cancel your booking free of charge at any time before our crew sets out. Message us on WhatsApp at +974 3123 2082. Your change or cancellation counts from the time we receive your message. If you have paid anything in advance, we will refund it in full.
2. After our crew sets out
Once our crew has set out for your job, the booking can no longer be cancelled or changed free of charge. You will pay the call-out charge of QAR 200, or the amount stated in your quote if different. It covers our crew's time and vehicle. Anything you have paid in advance may be used to cover this charge, and we will refund any balance.
3. If our crew cannot do the work
The call-out charge also applies if our crew arrives at the agreed time and cannot do the work because of something on your side. Examples are nobody being there to let us in, no building access, or no power or water where we told you it was needed.
4. If you stop the job after work has started
You pay for all work already carried out, and for the call-out charge if the work done is less than that charge. If the price was agreed per item, you pay for each item we have started.
5. No refunds for work carried out as agreed
Work cannot be returned once it has been carried out. If we did the agreed work as agreed, it is not refundable. This includes where you change your mind, no longer need the service, or expected a result that the condition of the item did not allow. Section 7 explains what cleaning cannot always fix.
6. Our service warranty: if the work was not done as agreed
We stand behind our work for 3 days after it is finished.
- Check the work with our crew before they leave, and tell them about anything you are not happy with.
- If you notice something later, tell us within those 3 days, with photos and your booking details. Please do not clean or treat the area yourself, so that we can check it.
- If the work was not done as agreed, we will repeat the work on the affected area correctly at no extra charge.
- If we cannot repeat it correctly, we will refund the amount you paid for the affected part.
7. What cleaning cannot always fix
Old or set stains, permanent marks, fading, and wear or damage that existed before the job may not improve. Where we did the agreed work with reasonable care, this is not a fault in the service and does not give a right to a refund or repeat service. We tell you what to expect where we can, before we start.
8. If you think our work caused damage
Tell us straight away, ideally before the crew leaves, and send photos, because early notice helps us establish what happened. We will look into it and pay fair compensation for damage our work caused, as the law requires. We are not responsible for damage or weakness that existed before the job. Please tell us about delicate items beforehand, as missing or wrong information will be taken into account in deciding what happened.
9. If we need to cancel or are delayed
We will tell you as soon as we can and offer a new time. If it does not suit you, we will refund anything you paid in advance for that booking.
10. How refunds are paid
Where this policy gives a refund, we pay it by the original payment method or another method we agree with you, normally within 14 days.
11. The law and this policy
Article 57 of Qatar's Electronic Commerce and Transactions Law No. 16 of 2010 gives a right to cancel a contract made electronically within 3 days if the service has not been fully performed, unless the parties agree otherwise. By accepting your quote, you agree that sections 1 to 4 of this policy apply to cancellation instead of that right.
Nothing in this policy removes your rights under Consumer Protection Law No. 8 of 2008, including repeat service or refund where a service does not conform, and fair compensation for damage. If we cannot resolve an issue, you may complain to the Ministry of Commerce and Industry. If the Arabic and English versions differ, the Arabic version prevails.
12. Contact
WhatsApp or call +974 3123 2082, or email info@everglow.qa.
