We cannot issue a full refund at this time because you did not enclose a receipt or an authorized estimate. I$\text{'}$m sorry that we will have to delay your reimbursement. $($Use positive language$)$

$6.$ We have been providing affordable cleaning services to houses in the college town area for over a decade. $($Stress the "you" attitude$)$

$7.$ Company policy requires us to impose a $2\%$ late charge when customers don't pay their bills on time $($Emphasize receiver benefits$)$