Support Policy

We review every issue using your photos, our pickup photos, our cleaning notes, and the service record. We respond within 24 hours.

• Tell us within 7 days of delivery.
• We'll usually offer a free re-clean first.
• If a re-clean isn't possible or appropriate, we may issue a partial or full refund based on the situation.

• Send us photos within 7 days of delivery.
• We compare against pickup photos, cleaning records, and the service notes for your order.
• Outcomes may include: re-clean, repair coverage, partial refund, or full refund — based on what we find.

• Unpaid orders: we may waive or reduce the charge instead of issuing a refund.
• Already paid in cash: refunded via Zelle or Venmo, with a record kept of method and amount.
• Refunds are reviewed case by case. We do not auto-refund.

BoBoClean currently accepts cash at pickup or delivery. When online payment is available, refunds for those orders will go back to the original payment method.

• Pre-existing damage we documented at pickup.
• Normal wear revealed by cleaning (scuffs hidden under dirt, etc.).
• Damage from undisclosed materials or repairs (for example, a finish presented as leather that could not handle water).

If your shoes are expensive or have unusual materials (suede, painted leather, vintage, deadstock), tell us at pickup. We'll inspect together and flag any cleaning risks before we start.

Some older materials, glue, suede, leather, or painted surfaces may react differently to cleaning. We inspect each pair before cleaning and will contact you if we see a risk.

Use the Request a re-clean or refund or Report a shoe issue buttons on your order tracking page. We'll respond by text within 24 hours.