Every visit we schedule holds a place on our team's calendar, often instead of another client's request. This policy exists to keep that fair for everyone, while staying reasonable when plans genuinely change. If anything here doesn't fit your situation, just call us; we'd rather talk it through than apply a rule that doesn't make sense for your circumstances.
Standard notice period
For recurring residential and office cleanings, we ask for at least 48 hours' notice to cancel or reschedule a visit. This gives us time to offer that slot to another client rather than holding a crew and a block of the schedule for a visit that won't happen.
Deadline-driven services
Move-in/move-out cleaning, real estate listing prep, and short-term rental turnovers are scheduled tightly around closings, showings, and guest check-ins. Because these visits are harder to fill on short notice and often block out a dedicated window, we ask for at least 72 hours' notice to cancel or reschedule without a fee.
Late cancellations
Cancellations made inside the notice window above (48 or 72 hours, depending on service) are subject to a fee of 50% of the scheduled service cost. This reflects the crew time and schedule slot that was reserved specifically for your property and could not be reassigned.
No-shows & lockouts
If our team arrives at the scheduled time and cannot access the property (no one home, no working access code, keys not left as arranged) and we're unable to reach you to resolve it within a reasonable window, the full service cost will be charged as a trip and scheduling fee.
Short-term rental turnovers
Turnover cleanings are booked against your guest calendar, which means a cancellation directly risks the readiness of your next check-in. We ask hosts to notify us as soon as a booking changes or is cancelled. The sooner we know, the more flexibly we can reassign that time. Turnovers cancelled with less than 24 hours' notice before a scheduled checkout window may be charged in full, since that slot is rarely re-fillable on short notice.
Weather & emergencies
If severe weather, a declared state of emergency, or another circumstance outside either party's control makes a visit unsafe or impossible, we will reschedule at the earliest available opening with no cancellation fee applied. We'll always reach out as early as possible if this affects your appointment.
Rescheduling
Rescheduling is always preferred over cancelling outright, and it's free when requested with the notice periods above. We'll work with you to find the next available slot that fits your timeline, especially for recurring clients.
Pausing or ending recurring service
Recurring cleaning plans have no long-term contract. To pause or end an ongoing plan, let us know before your next scheduled visit. We just ask for the same 48-hour courtesy notice so we can adjust our team's schedule accordingly.
Refunds
If a completed visit didn't meet the standard on your checklist, we don't ask you to live with it or request a refund. We ask you to tell us within 24 hours so we can send a team back to correct it at no additional charge. Refunds for paid, undelivered service (for example, a cancellation processed in error) are issued to the original payment method within 5–7 business days.
Questions About This Policy?