Liability & Refund Policy

1. Damage or Loss

Vincent Cares & Service Pvt. Ltd. exercises the highest standards of care with all garments and linens. However, the company is not liable for the following:

2. Missing Items

Clients must submit missing item claims within the following timeframes:

• 24 hours for guest garments
• 48 hours for commercial or industrial linens

Verification of Missing Items will be conducted using:

• Pickup and delivery service logs
• Recorded inventory sheets
• CCTV or video records (if available)
• Internal tracking systems

Items reported after the claim window may not be eligible for compensation.

3. Refund & Compensation Policy

Refunds and compensation are granted only under the following conditions:

• The service was not performed according to agreed standards, or
• Damage or loss has been proven to be caused by Vincent Cares & Service Pvt. Ltd.

Available Refund/Compensation Options:

• Service credit toward future orders
• Free reprocessing of the affected items
• Partial refund based on the value of the service
• Monetary compensation (for lost or damaged items as per liability limits)

Refunds Will NOT Be Provided For:

• Stains that cannot be removed despite best-effort treatment
• Natural deterioration, wear, or age-related damage to fabrics
• Items cleaned against professional advice from our team
• Loss or damage resulting from incorrect sorting, labeling, or packaging by the client

4. Claim Process

To ensure prompt resolution, clients must follow our formal claim process:

• Submit the complaint within the allowed claim window (24–48 hours depending on item type).
• Provide supporting materials, including photos, a description of the issue, and proof of value (if requested).
• Allow 3–7 business days for Vincent Cares & Service Pvt. Ltd. to conduct a full investigation.

After the investigation, if the order is found eligible for a refund or compensation, the approved amount will be transferred within 12 to 20 working days. Please note that certified or original payment processing time may vary depending on your bank or payment provider.

A formal resolution will be documented in writing and shared with the client.