Cancellation & Reschedule Policy
Last updated: January 2025
Our Commitment to Flexibility
We know life in Brooklyn is unpredictable. Our goal is to make scheduling, rescheduling, and cancelling as simple and fair as possible. This policy explains the notice we ask for, any fees that may apply, and how to reach us — we're available 24 hours a day, 7 days a week.
Cancelling a Cleaning
To cancel a scheduled cleaning without charge, please notify us at least 24 hours before your appointment. Cancellations made with less than 24 hours' notice may be subject to a fee equal to 50% of the scheduled service cost. You can cancel by calling us at (929) 498-4378 or through your client portal.
Rescheduling a Cleaning
To reschedule a cleaning at no charge, please contact us at least 24 hours in advance. We will work with you to find a new time that fits your schedule. Rescheduling requests made with less than 24 hours' notice are treated as cancellations and may be subject to the same 50% fee, though we will always do our best to accommodate you without charge when possible.
Recurring Service Changes
Recurring clients may change cleaning frequency (weekly, bi-weekly, or monthly) or pause service with one week's notice. To cancel a recurring plan entirely, please provide one week's notice before your next scheduled visit so we can adjust your cleaner's schedule. There is no fee for pausing or cancelling a recurring plan with proper notice.
No-Show and Access Policy
If our team arrives for a scheduled cleaning and is unable to access your home — due to missing keys, incorrect access codes, or no building entry — a fee equal to 50% of the scheduled service cost may apply. We will always attempt to contact you before leaving and before applying any fee.
Cancellations by Us
If we must cancel or reschedule a cleaning for any reason (including severe weather, team illness, or emergencies), we will notify you as early as possible and work with you to reschedule at no charge. If a pre-paid service is cancelled by us and cannot be rescheduled, you will receive a full refund.
Refunds
Pre-paid services cancelled by you with proper notice (at least 24 hours) will be refunded in full. Refunds are processed to the original payment method within 5–7 business days. If a cleaning is cancelled by us for any reason, you will not be charged, and any pre-payment will be refunded in full.
Satisfaction Guarantee and Re-Cleans
If you are not satisfied with a cleaning, contact us within 24 hours and we will return to re-clean the affected area at no additional charge. If a re-clean does not resolve the issue, we will work with you to make it right, which may include a credit toward a future service.
How to Reach Us
To cancel, reschedule, or ask any question, call us at (929) 498-4378 — we're available 24 hours a day, 7 days a week. You can also manage appointments through your client portal.
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Serving Brooklyn, NY and surrounding areas since 2014.