Refund Policy
Effective Date: April 15, 2026
At Back of the House Operations, we strive to provide the highest quality commercial cleaning and stewarding services. Because our business relies on scheduled labor and specialized hospitality standards, we adhere to the following policy regarding cancellations and refunds.
1. Service Cancellations & ReschedulingWe understand that hospitality schedules are dynamic. However, once a service is booked, we reserve that labor force specifically for your property.
72‑Hour Notice: Cancellations or rescheduling requests made more than 72 hours (3 days) before the scheduled service will receive a full credit or refund.
Late Cancellations: Cancellations made within 72 hours of the scheduled service are non‑refundable. This covers administrative planning and committed wages for our crew.
Because cleaning is a personalized, labor‑intensive service, we do not offer cash refunds once a service has been completed. Instead, we offer a professional Service Guarantee:
Reporting: If you are unsatisfied with the quality of our work, please contact us at 856‑608‑1176 or services@bohoperations.com within 24 hours of service completion.
Resolution: We will process a Service Credit toward future shifts or send a team back to your location to address specific areas of concern at no additional cost.
Timeframe: Complaints received after the 24‑hour window will be addressed at our discretion, as environmental factors in high‑traffic commercial spaces can affect cleanliness after our team departs.
Because our services involve labor performed in real time, refunds cannot be issued based on “returned” work. Instead, service quality is measured using clear, objective criteria:
- Completion of assigned tasks according to the agreed‑upon scope
- Adherence to sanitation and safety standards
- Timeliness and presence of the scheduled crew
- Supervisor or lead verification
- Before/after documentation when applicable
If the work meets the documented standard, the service is considered completed.
If any portion of the work does not meet the expected standard, the Service Guarantee applies through corrective work or a Service Credit.
Labor cannot be returned once delivered. Crew wages, travel, scheduling, and operational costs are committed at the time of service. For this reason:
- Completed services are not eligible for cash refunds
- Service Credits or corrective work are provided when quality issues are verified
- This ensures fairness to both the client and the labor team assigned to the shift
This policy aligns with industry standards for commercial cleaning, stewarding, and hospitality support services.
5. Lock‑out & Access PolicyIf our team arrives at the scheduled time and cannot gain access to the property (e.g., security delays, locked loading docks), we will attempt to contact the on‑site manager for 20 minutes. If access is not granted, the service will be cancelled and no refund will be issued, as our crew must still be compensated for their time and travel.
6. Damage Caused by Back of the House OperationsBack of the House Operations is committed to professionalism and accountability. If our team accidentally damages a client’s property or equipment during service, we follow a structured review process to ensure fairness and transparency.
Reporting & Notification:
If damage occurs during service, our team will notify the client as soon as reasonably possible. Clients may also report concerns by contacting us at 856‑608‑1176 or services@bohoperations.com.
Investigation Process:
Before determining responsibility, we conduct a documented review that may include:
- Photos of the damaged item or area
- Statements from the staff involved
- Supervisor or management assessment
- Review of before/after conditions
- Verification of access, timing, and environmental factors
No decisions or commitments will be made until the investigation is complete.
Determination & Resolution:
If the investigation confirms that Back of the House Operations caused the damage, we will work with the client to resolve the issue professionally and fairly. Resolution may include:
- Repair of the damaged item
- Replacement of the item
- Reimbursement for the verified value of the item
If the investigation shows the damage was pre‑existing, caused by third parties, or unrelated to our service, no compensation or liability will apply.
No Automatic Charges:
We do not charge clients automatically for alleged damage. All findings must be verified, documented, and communicated before any action is taken.
For cleaning supplies or physical products purchased directly from our Site:
Damaged Items: Notify us within 48 hours with a photo of the damage for a replacement or full refund.
Returns: Unopened and unused products may be returned within 14 days. The customer is responsible for return shipping costs.
If a refund or credit is approved:
Service Credits: Applied immediately to your next billing cycle.
Product Refunds: Processed back to the original payment method. Please allow 5–10 business days for the credit to appear on your statement.
Your business depends on a spotless environment, and we make that our mission. Backed by years of experience in the demanding world of hotels and restaurants, Back of the House Operations delivers professional cleaning solutions tailored to your specific operational needs. Our certified experts specialize in the “heavy lifting” of stewarding and public area maintenance, ensuring reliable results through a transparent, high‑standard partnership.
Frequently Asked Questions about Our Refund Policy
1. Do you offer refunds for completed cleaning or stewarding services?
No. Because our services involve labor performed in real time, completed services are not eligible for cash refunds. Instead, we provide Service Credits or corrective work under our Satisfaction Guarantee.
2. What is a Service Credit?
A Service Credit is a credit applied toward a future shift or service. It is issued when verified quality issues occur and is used in place of cash refunds for completed labor.
3. How do I report an issue with the service?
Please contact us within 24 hours of service completion at 856‑608‑1176 or services@bohoperations.com. Reports made after 24 hours may be addressed at our discretion due to environmental changes in high‑traffic spaces.
4. How do you measure whether the service was completed correctly?
Service quality is evaluated using objective criteria, including:
- Completion of tasks according to the agreed‑upon scope
- Adherence to sanitation and safety standards
- Timeliness and presence of the scheduled crew
- Supervisor verification
- Before/after documentation when applicable
If these standards are met, the service is considered completed.
5. Why can’t labor be refunded?
Labor cannot be returned once delivered. Crew wages, travel, scheduling, and operational costs are committed at the time of service. For this reason, refunds are not issued for completed work.
6. What happens if I need to cancel my service?
- More than 72 hours before service: Full refund or credit
- Within 72 hours of service: Non‑refundable due to committed labor and scheduling
This applies to all commercial cleaning and stewarding services.
7. What is a “Lock‑out”?
A Lock‑out occurs when our team arrives but cannot access the property (locked doors, no key, security delays, etc.). Lock‑outs are non‑refundable, as the crew must still be compensated for their time and travel.
8. What if Back of the House Operations damages my property or equipment?
We follow a strict Damage & Incident Review Process.
We do not automatically charge clients.
A full investigation is completed first, including photos, staff statements, and supervisor review.
If we are responsible, we will resolve the issue through:
- Repair
- Replacement
- Reimbursement for the verified value
If the damage is pre‑existing or unrelated to our service, no liability applies.
Committed to Customer Satisfaction and Professionalism
“I’ve spent over 25 years in the hospitality industry, but the truth is, this work has shaped me long before I ever held a title. I grew up in environments where hard work wasn’t optional — it was survival. Hospitality became the place where that work ethic turned into purpose. I learned early on that the back‑of‑house isn’t just where the job gets done; it’s where pride, discipline, and teamwork live.
Over the years, I’ve led teams in Stewarding, Housekeeping, Public Areas, and every corner of operations that most people never see — but guests always feel. I’ve trained people who reminded me of myself at the beginning: hungry, determined, and looking for someone to believe in them. Watching those individuals grow into leaders is still one of the most meaningful parts of my career.
I created Back of the House Operations because I wanted to build something different — something rooted in integrity, structure, and the belief that excellence is earned in the details. I didn’t start this company to be another vendor on a list. I started it to bring real leadership, real accountability, and real partnership to properties that expect more.
When you work with us, you’re not just hiring a service. You’re trusting a team that treats your facility with the same pride and respect we bring to our own lives. My promise is simple: if it’s not right, we will make it right. That commitment is personal to me.
Thank you for trusting Back of the House Operations with your property. It’s an honor to support the teams who keep this industry moving.”