Refund Policy

1. Disclaimer

The information provided in this Refund Policy serves solely as general guidance for the drafting of company-specific regulations. It does not constitute legal advice. Each refund policy should reflect the actual circumstances and agreements between the company and its customers. In cases of uncertainty, we recommend seeking individual legal advice to ensure compliance with applicable legal requirements and specific business needs.

2. Principles of Our Refund Policy

This Refund Policy is part of our General Terms and Conditions (GTC) and governs the conditions under which refunds are granted or excluded.
It is intended to provide clarity and transparency for our customers and to support compliance with the applicable legal provisions, in particular the Swiss Code of Obligations (OR).

3. Refunds for Services

As we provide services, special provisions apply:

General principle: Once a service has been duly performed, there is no entitlement to a refund.
Unused services: If booked services are cancelled at least 24 hours prior to the agreed appointment, no costs will be incurred.
Short-term cancellation: In case of cancellation within 24 hours before the appointment, we reserve the right to charge a flat cancellation fee of CHF 80.
Inaccessibility: If service provision is not possible for reasons attributable to the customer (e.g., lack of access), the service shall be deemed rendered and will be charged in full.

4. Partial Refunds in Case of Defects

If a service provided is justifiably deemed defective, we offer, depending on the circumstances:

a free rectification (re-cleaning or correction), or
a reasonable partial refund, if rectification is refused or not possible.

Condition: The defect must be reported in writing within 48 hours after service delivery, ideally with photo or video documentation.

5. No Right to Refund in Cases of:

Dissatisfaction despite proper service performance
Diverging expectations regarding non-agreed special services
Natural wear and tear or irreparable soiling (e.g., deeply embedded stains)
Force majeure (e.g., power outages, severe weather, etc.)

6. Refund Timeframes

In the event of an approved refund, the payment will be made within 14 working days from the decision, using the same payment method as used for the booking.

7. Contact

For questions or refund requests, please contact:

Hyseni Facility Management
Email: info@h-fm.ch
Phone: +41 76 623 93 05
Address: Schifflände 26, 8001 Zurich

Status: June 2025