748 Summitt Street, Montgomery, AL 36106 Mon–Fri 7:00–18:00 CT
+1 925 585 3363 support@burz.jaivis.co.ke

Service Guarantee & Refund Policy

What we do when something is missed, how credits and refunds work, and how to escalate a complaint straight to the owner.

Last updated: 31 July 2026 · Effective: 31 July 2026

1. Our guarantee in one paragraph

If any area covered by your task matrix is missed or poorly done, tell us within 24 hours of that visit and we will return and put it right at no charge — usually the same or next business day. If we cannot put it right, we credit the affected portion of the visit. That is the whole guarantee. There is no claim form and no argument about whether it counts.

2. How to report an issue

  1. Call +1 925 585 3363 or email support@burz.jaivis.co.ke within 24 hours of the clean.
  2. Tell us the room or area and, where possible, attach a photograph.
  3. We acknowledge within 2 business hours during opening hours.
  4. We schedule a corrective visit, normally within one business day.
  5. The supervisor confirms in writing when the correction is complete.

3. Credits

  • Where a corrective visit is impractical — for example, the space is now occupied for an event — we apply a credit to your next invoice.
  • Credits are calculated pro rata against the value of the affected visit, based on the proportion of the scope not delivered.
  • A visit we fail to perform at all, without agreed rescheduling, is credited in full.
  • Credits appear as a separate line item on your next monthly invoice.

4. Refunds

Because contract cleaning is invoiced monthly in advance, refunds are normally issued as credits. A cash refund is issued instead in these situations:

  • You have terminated your agreement and hold a credit balance — the balance is refunded within 14 days of the final invoice.
  • You were invoiced in error or charged twice — corrected within 5 business days of confirmation.
  • A one-off or project job was paid in full and we did not attend and did not reschedule — refunded in full, including the deposit.
  • A one-off job was cancelled by you with at least 48 hours' notice — deposit refunded in full.

Refunds are returned by the original payment method. ACH refunds typically clear in 3–5 business days; card refunds may take up to 10 business days depending on your issuer.

5. Where the guarantee does not apply

  • Tasks not listed in your agreed task matrix (we will happily quote to add them)
  • Issues reported more than 24 hours after the visit, where the area has since been used
  • Damage or soiling caused after our crew left the building
  • Permanent staining, etched stone, worn floor finish or fabric damage that pre-dates our engagement and was noted at the walk-through
  • Areas we could not access because they were locked, occupied or blocked, where we notified you at the time
  • Consumables you supply that run out between visits, where consumables management is not part of your plan

6. Cancelling a scheduled visit

  • Contract visits: give 24 hours' notice and the visit is rescheduled or credited at no cost. With less than 24 hours' notice, up to 50% of the visit value may be charged, because the crew is already rostered and paid.
  • One-off and project work: cancel with 48 hours' notice for a full deposit refund. Inside 48 hours, the deposit is retained against crew and equipment scheduling costs.
  • Weather and emergencies: no cancellation charge ever applies where severe weather, building closure or an emergency prevents access.

7. Ending your agreement

After the initial 90-day period, either party may terminate with 30 days' written notice. There is no exit fee, no buy-out and no penalty. We return all keys, badges and access devices within 5 business days of the final visit, and issue a final invoice covering services delivered up to the termination date, net of any credits.

8. Escalation

If a supervisor has not resolved your issue to your satisfaction, escalate directly to the owner. Email support@burz.jaivis.co.ke with "Escalation" in the subject line and it is routed to Susan Miller personally. Escalations receive a written response within 2 business days. If the matter remains unresolved, both parties may refer it to mediation in Montgomery, Alabama, as set out in our Terms of Service.

How to reach us about this policy

Burz Facility Services
748 Summitt Street, Montgomery, Alabama 36106, United States
Email: support@burz.jaivis.co.ke
Telephone: +1 925 585 3363
Responsible person: Susan Miller, Owner & Managing Director

Call Burz