1. Our Satisfaction Guarantee
We stand behind our work. If you are not completely satisfied with the results of your order, let us know within 48 hours of delivery and we will re-clean the affected items free of charge.
2. Eligibility for a Refund
- Items were not cleaned to the standard promised and a re-clean cannot resolve the issue.
- An order was charged incorrectly or duplicated.
- A scheduled service could not be completed by us.
3. How to Request a Refund
Contact our support team through the app, by email at hello@XcelWash.com, or by phone at +1 (800) 555-WASH. Please include your order number and a description (and photos, if relevant) of the issue.
4. Processing Time
Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or card provider.
5. Non-Refundable Situations
Refunds may not apply to damage caused by undisclosed delicate fabrics, pre-existing wear, or care instructions that were not followed due to missing or unclear garment labels.