Refund & Cancellation Policy

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1. Introduction

whiterosemaids SAS provides on-site cleaning services carried out at your home or professional premises in Nantes and Loire-Atlantique. Services are requested remotely (by email or phone) and confirmed before being performed. This policy explains when and how a Service may be cancelled or rescheduled, the refunds that apply, and your statutory rights under French law as a consumer in respect of distance contracts.

2. Cancellation by the Client before the Service

2.1 — Free cancellation window (regular and one-off services)

You may cancel or reschedule a Service free of charge provided you notify us at least 24 hours before the scheduled start time, by email at support@whiterosemaids.com or by calling +33 6 73 03 37 54.

2.2 — Late cancellation (less than 24 hours' notice)

If you cancel or reschedule less than 24 hours before the scheduled start time, whiterosemaids SAS reserves the right to charge a cancellation fee. [Cancellation fee amount to be specified by the client — e.g. 50% of the Service fee or a fixed amount.] This fee reflects the organisational and operational costs already incurred.

2.3 — Force majeure

In the event of a duly evidenced force majeure situation (hospitalisation, accident, etc.), no cancellation fee will be charged, regardless of how close to the Service time the cancellation occurs. Please contact us as soon as possible.

3. Statutory right of withdrawal (distance contracts — French Consumer Code)

Under Articles L221-18 et seq. of the French Consumer Code (Code de la consommation), as a consumer you have a 14-calendar-day right of withdrawal from the date the contract is concluded, without having to give reasons or incur any penalty.

The contract is concluded at the point of your express confirmation by email or telephone of the proposed conditions (price, date, scope of Service). To exercise your right of withdrawal, contact us before the period expires at: support@whiterosemaids.com or +33 6 73 03 37 54.

Important exception — Service fully performed before the end of the withdrawal period (Art. L221-28(1°) French Consumer Code):

If you expressly request that we begin performing the Service before the 14-day withdrawal period expires, and if you expressly acknowledge that you will lose your right of withdrawal once the Service is fully performed, your right of withdrawal is extinguished upon full completion of the Service. We will inform you of this consequence and obtain your express agreement before commencing the Service within this period.

For regular cleaning contracts (recurring home or office cleaning), the right of withdrawal applies to the framework contract within 14 days of its conclusion. Beyond that period, the contract termination provisions apply (see Article 4 below).

4. Termination of regular service contracts

For regular home cleaning or office cleaning contracts, you may end the contract at any time by giving us [notice period to be specified — e.g. 2 weeks / 1 month] written notice by email at support@whiterosemaids.com. No termination penalty applies provided the contractual notice period is observed.

5. Satisfaction guarantee and free re-clean

5.1 — General guarantee (48 hours)

If the result of a Service does not meet your reasonable expectations, notify us before the end of the working day following the date of the Service. We will return to address every shortfall within 48 hours, at no additional charge.

5.2 — End of tenancy guarantee (72 hours)

For end of tenancy cleans, the guarantee is extended to 72 hours from your notification. It is specifically designed to cover any cleaning points raised at the end-of-tenancy inspection (état des lieux). Contact us as soon as you receive the inspection report so that we can return within this window.

This commercial guarantee applies to every Service under a regular contract, not only the first visit.

6. Refunds

6.1 — Refund for valid withdrawal (within legal period, Service not yet performed)

In the event of a valid exercise of the right of withdrawal (within 14 days, before any Service has been performed), any payment already made is refunded in full within 14 days of receiving your withdrawal notice, via the same payment method used.

6.2 — Service partially performed

If you requested the Service to commence before the end of the withdrawal period and the Service was only partially performed at the time of your withdrawal, you are liable for an amount proportional to the part of the Service already performed, calculated on the basis of the agreed price.

6.3 — No refund for fully performed Service with express consent

Under Article L221-28(1°) of the French Consumer Code, no refund is owed for a Service fully performed before the end of the withdrawal period, provided you gave express consent to commencement and expressly waived your right of withdrawal before the Service began.

6.4 — Refunds outside the statutory withdrawal period

Outside the statutory withdrawal period, whiterosemaids SAS is not required to issue refunds for Services already performed, unless there is a proven failure to meet its contractual obligations. The re-clean guarantee (Article 5) is the primary remedy for any dissatisfaction with a completed Service.

7. Cancellation by whiterosemaids

whiterosemaids SAS may need to cancel or reschedule a Service due to unforeseen unavailability (cleaner illness, force majeure event, etc.). In such cases, we will contact you as soon as possible and offer an alternative date. If no alternative date is acceptable to you, the Service is cancelled at no charge and any payment received for that Service is refunded in full.

8. Contact for cancellation or refund requests

whiterosemaids SAS
Email: support@whiterosemaids.com
Phone: +33 6 73 03 37 54

We acknowledge all requests and respond within 2 hours on working days.