1. Service Quality Commitment
At Naro Facility Management LLC, operational excellence and customer satisfaction are our primary objectives. Because facility management services involve physical labor, specialized technical attendance, and ongoing operations, our primary remedy for any service discrepancy is immediate corrective re-performance at no extra cost to the client.
2. 48-Hour Resolution Guarantee
If you are dissatisfied with any aspect of our service delivery—such as housekeeping standards, scheduled MEP maintenance, or guard attendance—you must notify your dedicated Naro Account Manager in writing within forty-eight (48) hours of the service occurrence. Upon notification:
- Naro will investigate the incident and inspect the property within twenty-four (24) hours.
- If a deficiency is confirmed, Naro will re-perform the affected service at zero additional charge.
- Corrective measures and supervisory adjustments will be recorded in your monthly performance log.
3. Eligibility for Refund or Credit
Refunds or billing credits are evaluated on a case-by-case basis under the following specific conditions:
- Advance Service Payments: If a client pays an advance deposit or monthly fee for a project or event service that is canceled prior to staff deployment in accordance with our cancellation terms, a full refund of unearned funds will be issued within fourteen (14) business days.
- Unfulfilled Service Days: If Naro fails to deploy required manpower or complete scheduled PPM visits and fails to provide replacement cover within agreed SLA response times, a pro-rata credit note will be applied to the subsequent invoice.
4. Non-Refundable Items
The following items are strictly non-refundable once incurred:
- Services that have been completed, signed off by site management, or accepted on monthly job cards.
- Consumables, chemical supplies, or replacement parts (e.g. HVAC filters, electrical breakers, plumbing fittings) already installed or opened at the client property.
- Government statutory fees, licensing permits, or municipality certification costs paid on behalf of the client.
5. Refund Process & Timelines
Approved refunds will be processed using the original method of payment (bank transfer or corporate card credit) within 14 to 21 business days after formal approval by Naro’s commercial management team.