Refund & Cancellation Policy

1. Overview

We want you to be satisfied with every Nacravo service. This Refund & Cancellation Policy explains when you can cancel, when a fee may apply, and how refunds and service credits work. It forms part of our Terms of Service and is provided by Nacravo LLC, Dubai, United Arab Emirates.

2. Cancellation Timeframes

You may cancel or reschedule a booking free of charge when you give us reasonable notice — we ask for at least 12 hours before the scheduled start time. Reasonable notice lets us offer the slot to another customer and plan our team's day fairly.

3. Late Cancellation & No-Access

A cancellation made with less than 12 hours' notice, or a visit where our team arrives on time but cannot gain access to the property, may incur a late-cancellation fee. This fee reflects the cost of the reserved slot and the team held for your booking. Where a fee applies, we will always explain it clearly.

4. Refund Eligibility

If you have paid in advance and a service is cancelled in time, or if we are unable to deliver a service we agreed to provide, you are entitled to a full refund of the amount paid for that service. If you are not satisfied with a completed cleaning service, contact us within 48 hours: we will first re-attend to correct the issue under our warranty, and where that is not possible we will consider a partial or full refund based on the circumstances.

5. Service Credits

In some cases — for example, a minor issue or a goodwill gesture — we may offer a service credit that you can apply to a future booking, as an alternative to a monetary refund. Service credits are offered at our discretion and applied to your next eligible service.

6. Payment Methods & Processing Times

Refunds are issued to the original payment method wherever possible. Once a refund is approved, processing typically takes 5 to 10 business days, depending on your bank or payment provider. We will confirm when the refund has been initiated.

7. Exceptional Circumstances

We understand that emergencies happen. Where a cancellation is caused by a genuine emergency, illness, or a force-majeure event affecting access to the property, we will waive late-cancellation fees at our reasonable discretion. Just let us know as soon as you can.

8. Customer Support

To cancel, reschedule, or request a refund, contact our team — the fastest way is WhatsApp. We are here Monday to Sunday, 7:00 AM to 10:00 PM (GST/UAE).