At EgySweepy, we always strive to provide high-quality professional services to the residents of Kuwait in the following areas:

Out of our commitment to customer satisfaction and trust, we have established this exchange and return policy to clarify the mechanism for handling complaints related to service quality, requests for service redoing, or refund requests in certain specific cases. This policy takes into account the nature of our services, which rely on human effort and fieldwork rather than the sale of tangible products.

Your use of our services or booking any service through the sandcleaners-egysweepy.com website, or via phone or WhatsApp, signifies your acknowledgment of and acceptance of this policy, in addition to your acceptance of the Terms and Conditions, Privacy Policy, and Usage Policy. First: Scope of Policy and Nature of Services

Nature of Services Our services are field-based services for homes and establishments, including but not limited to: Cleaning of villas, apartment cleaning, commercial cleaning, and the sale of cleaning products. Comprehensive cleaning services for homes, apartments, villas, and offices. Air conditioner cleaning (deep cleaning, filter cleaning, and sanitization as available). Pest control (cockroaches, ants, termites, bed bugs, and others as available). These services are performed at the client's location by specialized teams. Scope of Policy This policy applies to: Confirmed bookings for our services via phone, WhatsApp, or website. Services performed at the client's location within the specified geographic area. Requests for service redo (replacement or correction). Refund requests in the cases specified in this policy.

This policy does not apply to any additional services or work not previously agreed upon or performed by the company.

Second: Basic Definitions

Replacement: The re-performance of the same service or part thereof at no additional charge to the client, to rectify a defect or deficiency in the initial performance, in accordance with the terms stated in this policy.

Refund: The refund of part or all of the payment to the client, in cases where the company determines this to be the most appropriate solution, and in accordance with the terms of this policy.

Service Performed: The service performed by the team at the client's location, whether it be a comprehensive cleaning, AC cleaning, or pest control. Third: General Principle – Service Rework Takes Precedence Over Refund Due to the nature of cleaning and pest control services, the company's primary and initial solution when a problem arises is: Re-performing the service or the unsatisfactory part of it (replacement/correction) whenever possible, before resorting to a refund. This is because the main objective is to achieve the agreed-upon result at the client's location. However, a refund may be considered in cases where re-performing the service is impossible or impractical. Fourth: Cases in Which Service Rework (Replacement) is Entitled The client may request service rework or correction in the following cases: A clear deficiency in the quality of work, such as: Leaving parts of the house uncleaned despite their inclusion in the service agreement. Failure to clean a number of the agreed-upon air conditioners.

Neglecting specific areas in the agreed-upon pest control treatment.

This deficiency must be clearly demonstrated through photos or inspection, and must not be the result of subsequent negligence by the client or external interventions after the service was completed.

Failure to adhere to the agreed-upon type of service, such as performing a surface cleaning service when the agreement stipulated a deep, comprehensive cleaning, or partial unclogging.

Despite the agreement to treat the entire main line, with supporting documentation.

Recurrence of the problem within a short period. In some pest control services, the problem may recur within a short period if its root cause is not properly addressed. In this case, the client can contact the company within a reasonable timeframe (preferably 24–48 hours) to report the problem. The company will then assess the situation and determine whether it is appropriate to redo the service.

Service Renewal Conditions

The client must contact the company within 24 hours of the service completion for comprehensive cleaning or AC cleaning, and 48 hours for certain pest control or drain cleaning services (unless a different timeframe is agreed upon).

The client must not perform any additional cleaning or maintenance work that may alter the condition of the premises before allowing the company to inspect the problem, so that the situation can be fairly assessed.

Fifth: Cases in Which a Refund (Refund) Can Be Requested

The client may request a partial or full refund in the following cases:

Failure to complete the service in full within a reasonable timeframe.

If the booking has been confirmed by the company and the team does not arrive at the site at the agreed time or within a reasonable grace period, and no coordination has been made with the client to reschedule the appointment, the client has the right to request cancellation of the service and a refund of any deposit paid (if applicable). Inability of the company to provide the service after receiving payment If the customer pays an advance and it is later determined that the company is unable to provide the service due to unavoidable technical, operational, or logistical circumstances, the customer is entitled to a refund of the amount paid for the non-performing service. If the service is repeated to address a specific problem (e.g., drain cleaning or pest control)