Cancellation & Refund Policy

1. General Policy Framework

This Cancellation & Refund Policy governs all bookings, service deposits, and physical product purchases completed through www.patiocleancover.com.

Operating from Ontario, Canada, our enterprise provides specialized on-premises outdoor furniture maintenance arrangements, shading setup services, and related care products for residential and commercial properties across Canada and European territories.

The legal operating entity responsible for processing cancellations and refund requests is:

• Company Name: Patiocleancover.
• Registered Operating Address: 109 Woodbine Downs Blvd, Unit 4, Etobicoke, ON M9W 6Y1, Canada
• Customer Support Email: furniture@patiocleancover.com
• Telephone: +1 416-782-2780

2. Service Booking Cancellations & Deposit Refunds

Our on-site services follow a structured reservation procedure involving an initial booking deposit and questionnaire submission. The following terms apply to service booking cancellations:

• Statutory 14-Day Cooling-Off Period (European & Statutory Rules): Clients have the right to cancel an initial service booking within 14 days of making the deposit payment, provided the physical on-site service has not already been completed.
• Notice Required for Full Deposit Refund: To receive a full refund of the initial deposit, a written cancellation notice must be sent to furniture@patiocleancover.com at least 48 hours prior to the scheduled physical site visit.
• Late Cancellations & Deposit Retention: If a cancellation request is submitted less than 48 hours before the confirmed appointment time, or if our staff cannot gain access to the premises at the agreed schedule, the initial deposit will be retained by the company to cover administrative handling and technician allocation costs.
• Rescheduling Timeframe: Appointments may be rescheduled without penalty if written notice is received at least 48 hours prior to the original time slot.

3. Physical Product Returns & Refunds (Covers & Care Supplies)

For standalone physical merchandise or shading products dispatched directly to clients:

• Return Window: Customers may request a return within 14 days from the date of physical delivery.
• Item Condition: To be eligible for a return, physical goods must be unused, in their original condition, and returned in their original packaging complete with all components and documentation.
• Custom-Fit Exceptions: In accordance with statutory distance selling regulations, bespoke or custom-made protective shading covers tailored to specific non-standard property measurements are exempt from standard returns, unless delivered with clear administrative defects.
• Return Shipping Costs: Unless the returned item is confirmed to be defective or incorrectly supplied, the customer is responsible for the direct shipping costs associated with returning the item to our Canadian facility.

4. Refund Processing & Payment Timeframes

• Inspection & Approval: Upon receiving returned physical items or formal service cancellation notices, our administration team will review the request within 3 business days.
• Refund Issuance: Approved refunds will be credited back to the original payment instrument (e.g. Visa, Mastercard, American Express, Apple Pay, Google Pay, or digital wallet) utilized during checkout.
• Settlement Timeframe: Reimbursements are processed within 5 to 10 business days following formal approval. The precise time required for funds to reflect on account statements depends on the customer’s financial card issuer or banking enterprise.

5. Damaged or Non-Conforming Deliveries

Customers are requested to inspect physical shipments upon arrival. If an item arrives with damage or does not match the order summary, please notify our administrative team at furniture@patiocleancover.com within 48 hours of delivery, including order reference details and descriptions of the issue, so that a replacement or remedy can be arranged.

6. Administrative Inquiries

For all queries regarding order cancellations, deposit adjustments, or to initiate a return, please contact our support team at furniture@patiocleancover.com.