Refund Policy

Last Updated: February 16, 2026

At Omirana, we're committed to providing quality service and customer satisfaction. This refund policy explains our approach to service quality, cancellations, and refund requests.

1. Our Service Commitment

We strive to deliver quality vehicle care services that meet professional standards. If you're not satisfied with our service, please let us know immediately so we can address your concerns.

Our goal is to resolve any issues fairly and promptly through direct communication before considering refunds.

2. Service Satisfaction

If you have concerns about the quality of service performed:

• Immediate notification: Please inform us within 24 hours of service completion
• Inspection: We will inspect the work and identify any issues
• Resolution: We will re-perform the service or address specific concerns at no additional charge
• Discussion: If re-service doesn't resolve the issue, we'll discuss appropriate solutions

We cannot address concerns raised more than 24 hours after service completion, as vehicle condition may have changed.

3. Cancellation Policy

3.1 Standard Cancellation Terms

• 24 hours or more notice: Full refund of any deposit or prepayment
• Less than 24 hours notice: 50% cancellation fee applies to deposit or prepayment
• No-shows: Full service fee charged (100% of booking amount)

3.2 How to Cancel

To cancel an appointment:

• Call us at +1 780-663-5116
• Email [email protected]
• Visit our facility in person

Cancellation is effective when we confirm receipt of your cancellation request.

3.3 Rescheduling

Rescheduling with 24+ hours notice incurs no fees. Appointments can typically be rescheduled to any available time slot.

4. Weather-Related Cancellations

In cases of severe weather that makes travel unsafe or service impractical:

• Our cancellation: Full refund or free rescheduling if we cancel due to weather
• Your cancellation: No cancellation fee for weather-related customer cancellations (with reasonable notice)
• Definition: Severe weather includes conditions like ice storms, blizzards, or extreme cold where authorities advise against travel

Regular winter weather (snow, cold temperatures) does not constitute grounds for fee-free last-minute cancellation.

5. Service Quality Issues

5.1 Reporting Issues

If you believe service quality did not meet acceptable standards:

1. Contact us within 24 hours at +1 780-663-5116 or [email protected]
2. Provide specific details about the concerns
3. Photographs may be helpful for documentation
4. Schedule a time for us to inspect and address the issues

5.2 Resolution Process

We will:

• Listen to your concerns carefully
• Inspect the work performed
• Determine if issues result from our service or other factors
• Offer appropriate resolution (re-service, partial refund, or full refund depending on circumstances)

5.3 Refund Decisions

Refunds are considered when:

• Service was not performed as agreed
• Quality clearly did not meet professional standards
• Re-service does not resolve legitimate concerns
• There was a misunderstanding about service scope that we did not clarify

6. Refund Process and Timing

6.1 How to Request a Refund

Refund requests must be made:

• Within 24 hours of service completion for quality concerns
• In writing via email to [email protected] or in person
• With clear explanation of the issue

6.2 Processing Time

Approved refunds are processed within:

• Credit card refunds: 5-7 business days
• Debit card refunds: 5-7 business days
• Cash refunds: Immediately or within 24 hours

Actual credit to your account depends on your financial institution's processing time.

6.3 Method of Refund

Refunds are issued using the original payment method. If this is not possible, we will arrange an alternative method agreeable to both parties.

7. Non-Refundable Situations

Refunds are not provided for:

• Services already completed satisfactorily
• No-show appointments (full fee charged)
• Pre-existing damage not caused by our service
• Normal limitations of the service (we cannot remove all stains, scratches, or restore severely damaged materials)
• Results that met discussed expectations but customer changed their mind
• Issues reported more than 24 hours after service
• Customer error (wrong service booked, incorrect vehicle brought)

8. Partial Refunds

In some cases, partial refunds may be appropriate:

• Service partially completed before cancellation
• Some aspects of service met expectations while others did not
• Minor issues that don't warrant full refund but merit compensation

Partial refund amounts are determined based on the specific circumstances and extent of the issue.

9. Dispute Resolution

If you disagree with our refund decision:

1. Request a review by our management team
2. Provide any additional information supporting your position
3. We will conduct a fair review and provide a final decision within 3-5 business days

Our goal is always to reach a fair resolution that considers both customer satisfaction and business fairness.

10. Contact for Refund Requests

For refund requests or questions about this policy:

Omirana
81 St Nicholas St
Toronto, ON M4Y 1W8
Canada

Email: [email protected]
Phone: +1 780-663-5116