At CSFloat, we strive to provide exceptional plant care and landscape design services to our clients throughout Switzerland. We are committed to your satisfaction and have established this refund policy to ensure transparency regarding our refund and cancellation procedures. Please read this policy carefully to understand our practices.
1. Satisfaction Guarantee
CSFloat offers a 100% satisfaction guarantee on all our services. If you're not completely satisfied with the quality of our plant care, landscape design, or any other service we provide, we will work with you to address your concerns and, if necessary, provide a refund or credit at our discretion.
This guarantee applies to both one-time services and ongoing maintenance contracts.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Quality Issues: Services that do not meet the standards outlined in our service agreement or industry standards
- Incomplete Services: Services that were paid for but not completed as specified in your contract
- Plant Warranty: Plants that fail to thrive within our warranty period (typically 30-90 days depending on plant type) when care instructions have been followed
- Missed Appointments: Scheduled services that we fail to perform without proper notice
- General Dissatisfaction: If you are unhappy with a service for any reason, we will assess the situation on a case-by-case basis
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 7 days of service completion for quality issues or incomplete services
- The warranty period for plant-related issues (as specified in your service agreement)
- 24 hours of the scheduled service time for missed appointments
We strongly recommend that you inspect our work promptly after completion to ensure timely reporting of any issues.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at support@csflroat.com, by phone at +445837416250, or through the contact form on our website.
- Provide Service Details: Include your name, service date, the nature of the service, and a detailed explanation of your dissatisfaction.
- Documentation: If possible, provide photos or other documentation that illustrates the issue.
- Review: Our customer service team will review your request and may schedule a site visit to assess the situation if necessary.
- Resolution: We will process your refund or offer an appropriate solution within 5-7 business days of completing our review.
5. Refund Methods and Processing Time
Refunds will be issued using the original payment method when possible:
- Credit/Debit Card Payments: Refunded to the original card (processing time: 5-10 business days)
- Bank Transfers: Refunded via bank transfer to your account (processing time: 5-7 business days)
- Cash Payments: Refunded by check or bank transfer (processing time: 5-7 business days)
Please note that your financial institution may require additional time to process the refund once it has been issued by CSFloat.
6. Service Cancellations
6.1 Cancellation by Clients
Our cancellation policy for scheduled services is as follows:
- Regular Maintenance Services:
- Cancellation more than 48 hours before scheduled service: No cancellation fee
- Cancellation within 48 hours of scheduled service: 50% cancellation fee may apply
- Cancellation after technicians have been dispatched: Full service fee may apply
- Landscape Design Consultations:
- Cancellation more than 72 hours before scheduled consultation: Full refund
- Cancellation within 72 hours of scheduled consultation: 50% cancellation fee may apply
- No-show: Full consultation fee may apply
- Landscape Installation Projects:
- Cancellation of a confirmed project will be subject to the terms outlined in your project contract
- Typically, deposits are non-refundable if materials have been ordered or substantial preparation work has been completed
6.2 Cancellation by CSFloat
If we need to cancel a scheduled service due to weather conditions, staff illness, or other unforeseen circumstances:
- We will notify you as soon as possible
- We will reschedule the service at your convenience at no additional cost
- If rescheduling is not possible or desired, a full refund will be provided for any prepaid services
7. Ongoing Service Contracts
7.1 Contract Termination
For clients with ongoing maintenance contracts:
- Monthly contracts require 30 days' written notice for termination
- Quarterly or annual contracts may have specific termination terms as outlined in your service agreement
- Early termination fees may apply as specified in your contract
7.2 Prorated Refunds
If you have prepaid for services (quarterly, bi-annually, or annually) and terminate your contract in accordance with the notice requirements, we will issue a prorated refund for the unused portion of your prepayment, less any applicable early termination fees.
8. Non-Refundable Items and Services
The following items and services are generally non-refundable:
- Design fees once the design work has commenced
- Custom-ordered plants or materials that cannot be returned to suppliers
- Labor costs for work that has already been completed
- Travel fees and site visit charges
- Services canceled without proper notice as outlined in section 6
9. Plant Warranty and Replacements
For plants supplied and installed by CSFloat:
- Annual plants: No warranty
- Perennials, shrubs, and trees: 30-90 day warranty (varies by plant type and is specified in your service agreement)
Our plant warranty is valid only if:
- You have followed our provided care instructions
- The plants have not been damaged by extreme weather events, pests, diseases, or physical damage outside of our control
- You have notified us of any issues within the warranty period
We reserve the right to assess plant issues before providing replacements or refunds.
10. Force Majeure
CSFloat is not liable for delays or failures in performance resulting from causes beyond our reasonable control, including but not limited to acts of God, weather events, natural disasters, pandemic, war, terrorism, riots, fires, or government restrictions. In such circumstances, refunds will be assessed on a case-by-case basis.
11. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed about our refund practices.
12. Contact Information
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
