Refund Policy

At TopOne Services (TOS), we value transparency, fairness, and customer satisfaction. This Refund & Cancellation Policy explains how cancellations, rescheduling, and refunds are handled for bookings made through our website, our mobile apps (Android & iOS), or customer support.

By booking a service with us, you agree to the terms of this policy.

1.1 Free Cancellation

You may cancel or reschedule a confirmed booking free of charge if you notify us at least 24 hours before the scheduled appointment. Requests can be made via:

• Phone
• WhatsApp
• Email: info@toponeservices.ae

1.2 Late Cancellation

Cancellations made less than 24 hours before the scheduled service will incur a cancellation fee of 30% of the total service cost. This fee covers scheduling, staffing, and operational costs already committed to your booking.

1.3 No-Show Policy

If our team arrives at the scheduled time and:

• The customer is unavailable
• Access to the property is not provided
• Entry is denied

the visit may be treated as a no-show. In such cases:

• Rescheduling is allowed
• Additional charges may apply depending on circumstances

Customers are responsible for ensuring access at the agreed time.

For urgent or same-day bookings:

• Cancellations may be allowed based on availability
• Only 50% of the service amount is refundable
• The remaining amount may be retained to cover operational preparation costs

Emergency bookings require immediate resource allocation and schedule adjustments.

3.1 Service Not Delivered

If a confirmed service is not delivered due to an internal issue on our side, you may receive:

• Full refund, or
• Rescheduling at no additional cost

3.2 Satisfaction Concerns

Customer satisfaction is important to us. If you are not satisfied with the service:

• You must notify us within 24 hours of service completion
• We may offer a re-clean or corrective service
• Refunds are not automatically guaranteed
• Each case will be reviewed individually

Our goal is to resolve issues fairly and professionally.

3.3 Refund Approval Process

Refunds are issued only in special cases, after internal review and approval. Approved refunds may be processed via:

• Original payment method
• Company wallet credit
• Bank transfer

Processing time depends on the payment provider.

TOS currently does not require deposits for standard appointments unless otherwise stated. If deposits are introduced for specific services, the refund terms will be communicated at the time of booking.

Customers acknowledge that:

• Some stains, marks, or odors may not be fully removable
• Results may vary depending on material condition, age, and prior damage
• Pre-existing damage is not covered under service responsibility
• Cleaning and maintenance services do not guarantee full restoration beyond material capability

We always aim for the best possible results using professional methods and safe products.

Refunds will generally not be issued if:

• Service was completed as agreed
• Dissatisfaction is reported after 24 hours
• Results are affected by pre-existing damage or material condition
• Customer fails to provide accurate service information

TOS may update this policy at any time. Changes will be posted on this page with a revised "Last Updated" date. Continued use of our services means you accept the updated policy.

For cancellation or refund inquiries, contact us:

• Email: info@toponeservices.ae
• Website: https://toponeservices.ae
• WhatsApp: +971552135500