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Refund Policy

TopOne Services (TOS)

At TopOne Services (TOS), we value transparency, fairness, and customer satisfaction. This Refund & Cancellation Policy outlines the conditions under which cancellations, rescheduling, and refunds are handled for services booked through our website, mobile applications (Android & iOS), or customer support channels.

By booking our services, you agree to the terms outlined below.

1. Cancellation Policy

1.1 Free Cancellation

Customers may cancel or reschedule a confirmed booking free of charge if the request is made at least 24 hours prior to the scheduled appointment time.

Cancellation requests must be communicated through:

  • Phone

  • WhatsApp

  • Email: info@toponeservices.ae

1.2 Late Cancellation

If a cancellation request is made less than 24 hours before the scheduled service, a 30% cancellation fee of the total service cost will apply.

This fee helps cover scheduling, staffing, and operational costs already allocated to the booking.

1.3 No-Show Policy

If our team arrives at the service location and:

  • The customer is unavailable

  • Access to the property is not provided

  • Entry is denied

The service may be marked as a no-show.

In such cases:

  • Rescheduling is allowed

  • Additional charges may apply depending on circumstances

Customers are responsible for ensuring property access at the agreed appointment time.

2. Emergency & Same-Day Bookings

For urgent or same-day service 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 scheduling adjustments.

3. Refund Policy

3.1 Service Not Delivered

If a confirmed service is not delivered due to an internal issue from TopOne Services, customers may be eligible for:

  • 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 granted only in special cases, subject to internal review and approval.

If a refund is approved, it may be processed via:

  • Original payment method

  • Company wallet credit

  • Bank transfer

Refund processing time may vary depending on the payment provider.

4. Deposit Policy

At present, TopOne Services does not require mandatory booking deposits for standard service appointments unless otherwise specified.

If deposits are introduced for specific services, refund conditions will be clearly communicated at the time of booking.

5. Service Limitations

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.

6. Non-Refundable Situations

Refunds will generally not be issued in cases where:

  • 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

7. Policy Updates

TopOne Services reserves the right to update this Refund & Cancellation Policy at any time. Changes will be posted on this page with a revised "Last Updated" date.

Continued use of our services indicates acceptance of the updated policy.

8. Contact Information

For cancellation requests or refund inquiries, please contact:

📧 info@toponeservices.ae
🌐 https://toponeservices.ae
WhatsApp:   +971552135500