Effective Date: 11 May 2025
Last Updated: 11 May 2025

At North Devon Steam Team, part of the Gleam & Steam Group, we aim to provide a consistently high-quality laundry and ironing service with free collection and delivery throughout North Devon. While we strive to exceed expectations, we understand there may be rare occasions where issues arise. This Refund Policy outlines how we address those situations fairly and transparently.

1. Eligibility for Refunds

Refunds may be considered in the following circumstances:

• Garments were lost or permanently damaged due to an error on our part.
• You were charged incorrectly.
• A service you paid for was not delivered as agreed (e.g. missed pickup or non-completion).
  

Refunds are not guaranteed and will be assessed on a case-by-case basis.

2. Refund Limitations

Please note:

• We do not provide refunds for general wear and tear, pre-existing stains, or damage caused by the garment’s own fragility (e.g. loose buttons, weak seams, delicate fabrics washed without instruction).
• No refunds are given for dissatisfaction with results that fall within the reasonable scope of our service (e.g. minor creasing, incomplete stain removal).
• We are not responsible for items left in pockets or colour transfer if garments are not sorted by the customer.
• Refunds are not applicable to services cancelled outside the notice window (see below).

3. Timeframe for Refund Requests

To request a refund:

• You must contact us within 48 hours of receiving your completed laundry or ironing.
• Provide photo evidence if applicable and a detailed explanation of the issue.

We aim to respond within 2 working days and resolve refund decisions within 7 working days.

4. Cancellations and Missed Appointments

• If you cancel at least 12 hours before your scheduled pickup, no fee will apply.
• Cancellations made within 12 hours or missed pickups without prior notice may incur a £5 call-out fee. No refund will be issued in such cases.
  

5. Partial Refunds or Credit

In many cases, if a full refund is not appropriate, we may offer:

• A partial refund
• A credit or discount on a future service

This will be agreed with you in writing.

6. How Refunds Are Issued

If a refund is approved:

• It will be returned to the original method of payment
• Please allow 5–10 business days for processing via our payment provider

7. Contact Us

If you believe you are eligible for a refund or would like to discuss a service concern, please contact us promptly:

North Devon Steam Team
Email: info@gleamandsteam.co.uk
Website: gleamandsteam.co.uk