1. General Principle This Refund and Cancellation Policy applies to all customized on-site toilet and drain unblocking services booked through www.clearflushservice.com, operated by Rohr-Frei Kanal Schmitt GmbH. We are dedicated to providing clear, transparent service conditions in full compliance with German civil law (Bürgerliches Gesetzbuch – BGB), EU Consumer Protection Directives, and Stripe merchant standards.
2. Service Cancellation & Pre-Service Refund Policy Because our service involves scheduling technical personnel and dispatching specialized equipment, the following cancellation guidelines apply:
- Free Cancellation (More than 4 hours notice): You may cancel or reschedule your service booking free of charge up to 4 hours prior to the scheduled appointment window. A 100% full refund will be issued back to your original payment method via Stripe.
- Late Cancellation (Less than 4 hours notice): If a cancellation request is submitted less than 4 hours before the scheduled technician arrival time, or after a technician has already been dispatched to your site, a reasonable dispatch fee may be retained to cover administrative and travel costs. The remaining balance will be refunded promptly.
3. Statutory Right of Withdrawal & European Consumer Law Exceptions Under European Consumer Law (EU Directive 2011/83/EU) and § 355 BGB, consumers generally hold a statutory 14-day right of withdrawal for distance contracts.
- Urgent On-Site Service Exception: Pursuant to § 356 (4) BGB and Article 16(h) of the EU Consumer Rights Directive, the statutory right of withdrawal does not apply to contracts where the consumer has explicitly requested an urgent on-site visit for repair or maintenance work.
- Completion of Service: Once our technician has completed the customized unblocking service on-site following your explicit prior request and acknowledgment, your right of withdrawal and pre-service refund eligibility expires.
4. Refunds for Technical Inability or Quality Claims
- Inability to Complete Service: If our technician arrives on-site but determines that the unblocking cannot be completed due to unforeseen severe structural pipe collapse or technical constraints beyond standard unblocking scope, you will receive a full or proportional refund based on our technical evaluation.
- Quality Assurance & Defect Claims: If you are unsatisfied with the quality of the service provided, please contact us within 48 hours at info@clearflushservice.com. If an inspection confirms that the service was incomplete or unsatisfactory, we will either perform a complimentary follow-up service visit or issue a full or partial refund.
5. Refund Processing Method & Timelines
- Payment Processor: All approved refunds are processed securely through Stripe.
- Payment Method: Refunds can strictly only be issued back to the original payment method (credit/debit card) used during checkout on www.clearflushservice.com.
- Processing Time: Once initiated by our support team, refunds are processed immediately on our end. Depending on your financial institution or card issuer, funds typically take 5 to 10 business days to reflect on your account statement.
6. How to Request a Cancellation or Refund To request an appointment cancellation or submit a refund claim, please contact our support team with your order reference number and service address:
- Customer Support Email: info@clearflushservice.com
- Phone Number: +49 618844910
- Response Commitment: Please leave us a message via email, and our customer support team will review and respond within 24 hours.