Cleaning Cancellation Policy, Rescheduling & Refunds

At CleanliYes LLC (“CleanliYes,” “we,” “us,” or “our”), we understand that plans can change. Our cancellation and rescheduling policy is designed to provide customers with reasonable flexibility while protecting the time reserved for our cleaning professionals.

By scheduling a cleaning service with CleanliYes, you agree to the following policy.

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1. Cancellations & Rescheduling

Customers may cancel or reschedule a cleaning appointment by contacting CleanliYes.

We ask that cancellations or schedule changes be made at least 24 hours before the scheduled appointment time.

Appointments canceled or rescheduled at least 24 hours in advance generally will not incur a cancellation fee, unless different terms were disclosed and agreed to for a particular service or commercial contract.

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2. Late Cancellations

Appointments canceled or rescheduled less than 24 hours before the scheduled appointment may be subject to a cancellation fee of 50% of the scheduled service price.

This fee helps compensate for the appointment time that was reserved and the cleaning professional who was scheduled to perform the service.

Any applicable cancellation fee will be charged only in accordance with the payment authorization and terms provided to the customer.

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3. Same-Day Cancellations

A same-day cancellation may be subject to a charge of up to 50% of the scheduled service price.

CleanliYes may waive or reduce the fee at its discretion in appropriate circumstances, including certain emergencies or circumstances reasonably outside the customer's control.

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4. No-Show or No-Access Appointments

Customers are responsible for ensuring that our cleaning professionals can access the property at the scheduled time.

If our team arrives and cannot gain access because, for example:

• No one is available to provide entry;

• A door, gate, or building entrance is inaccessible;

• An incorrect access code was provided;

• Building management or security refuses entry; or

• Necessary access instructions were not provided,

CleanliYes will make reasonable efforts to contact the customer.

If access cannot be obtained within a reasonable period, the appointment may be considered a no-access appointment and may be subject to a charge of up to 100% of the scheduled service price, depending on the circumstances and costs incurred.

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5. Cleaner Already En Route or On Site

If a cancellation occurs after the assigned cleaning professional has begun traveling to the appointment or has already arrived at the property, a cancellation or trip fee may apply.

Where applicable, the customer will be informed of the charge.

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6. Late Customer Access

Customers should ensure that the property is accessible at the scheduled appointment time.

If access is delayed, CleanliYes will make reasonable efforts to complete the cleaning within the remaining scheduled time.

Significant delays may result in a shortened service, rescheduling, or an additional charge where additional labor or scheduling is required.

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7. CleanliYes Cancellations

Occasionally, CleanliYes may need to cancel or reschedule an appointment because of circumstances such as:

• Cleaner illness or emergency;

• Severe weather;

• Transportation disruptions;

• Unsafe property conditions;

• Building-access problems;

• Government or emergency restrictions; or

• Other circumstances reasonably outside our control.

If CleanliYes must cancel an appointment, we will make reasonable efforts to notify the customer and offer an alternative appointment.

Customers will not be charged a cancellation fee when CleanliYes cancels the appointment.

If a customer prepaid for a service that CleanliYes cannot provide and the parties do not agree to reschedule, the applicable prepaid amount will be refunded.

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8. Unsafe Working Conditions

CleanliYes reserves the right to refuse, discontinue, or reschedule service if our cleaning professionals encounter conditions that reasonably present a health or safety risk.

Examples may include aggressive animals, exposed needles, hazardous materials, severe pest infestations, threats or harassment, dangerous structural conditions, weapons that have not been safely secured, or undisclosed biohazard conditions.

Depending on the circumstances, a cancellation or trip fee may apply where the unsafe condition was within the customer's reasonable control or was not disclosed before the appointment.

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9. Recurring Cleaning Customers

Recurring customers may cancel or reschedule an individual appointment according to the same notice requirements described above unless different terms have been agreed to in writing.

Customers may also cancel future recurring cleaning services.

Cancellation of recurring service will stop future appointments according to the effective cancellation date, but does not eliminate charges legitimately owed for services already completed or applicable late-cancellation/no-access charges.

If recurring service involves automatic billing or renewal, CleanliYes will provide cancellation options and disclosures as required by applicable law.

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10. Commercial Cleaning Clients

Commercial cleaning, office cleaning, property-management accounts, and other contracted services may have cancellation, termination, notice, or rescheduling provisions contained in a separate service agreement.

When a signed commercial agreement contains terms that conflict with this policy, the applicable provisions of the signed agreement will control.

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11. Deposits

Certain services, including large residential projects, move-in/move-out cleanings, post-construction cleaning, commercial projects, or other substantial jobs, may require a deposit.

Any deposit requirements and applicable refund or cancellation conditions will be disclosed before the customer agrees to the booking.

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12. Refunds & Service Concerns

CleanliYes LLC is committed to providing professional, high-quality cleaning services. Because cleaning services involve labor, travel, scheduling, supplies, and other costs that are incurred when a service is performed, completed cleaning services are generally non-refundable.

If you are dissatisfied with any portion of your cleaning, please contact CleanliYes within 24 hours of service completion and provide details regarding the concern. Photographs may be requested when appropriate to help us evaluate the issue.

When CleanliYes determines that an item included within the agreed scope of service was reasonably missed or not completed to our service standards, we may offer a complimentary corrective cleaning of the affected area.

Customers must provide CleanliYes a reasonable opportunity to address a legitimate service concern before requesting a refund or payment dispute.

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Refund Eligibility

Refunds are not automatically issued because a customer is dissatisfied with a completed service. However, CleanliYes may issue a full or partial refund when appropriate, including when:

• CleanliYes is unable to provide a prepaid service and the customer does not agree to reschedule;

• A customer was charged incorrectly;

• A duplicate payment was processed;

• CleanliYes determines after reviewing a service concern that a partial or full refund is an appropriate resolution; or

• A refund is otherwise required by applicable law.

Any approved refund will generally be returned to the original payment method, when reasonably possible. Processing times may vary depending on the customer's bank or payment provider.

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Non-Refundable Situations

Except where otherwise required by law, refunds generally will not be provided for:

• Services that were properly completed within the agreed scope;

• Areas or services that were not included in the original booking;

• Permanent stains, damage, deterioration, discoloration, mold, mineral buildup, or other conditions that cannot reasonably be corrected through standard cleaning;

• Customer dissatisfaction based on expectations that were not part of the agreed service;

• Cleaning limitations caused by excessive clutter or inaccessible areas;

• Late cancellations, no-shows, or no-access appointments subject to applicable cancellation fees; or

• A customer's decision not to use remaining scheduled cleaning time after service has begun.

 

Deposits and Prepayments

If CleanliYes requires a deposit or advance payment, the applicable cancellation and refund conditions will be disclosed in connection with the booking.

If CleanliYes cancels a prepaid service and cannot provide the service or an acceptable rescheduled appointment, the applicable prepaid amount will be refunded.

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Chargebacks and Billing Disputes

If you believe you were charged incorrectly, please contact CleanliYes promptly so we have an opportunity to investigate and resolve the matter.

Nothing in this policy limits any rights a customer may have under applicable consumer-protection laws or through their financial institution.

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13. How to Cancel or Reschedule

Customers may request cancellation or rescheduling using the contact methods made available by CleanliYes, including the applicable booking platform or by contacting us directly.

Email:Bookcleanliyesllc@gmail.com

When contacting us, please provide your name, service address, and scheduled appointment date so we can locate your booking.

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14. Policy Changes

CleanliYes may update this Cancellation & Rescheduling Policy from time to time.

The policy applicable to a booking will be determined according to the terms presented or agreed to in connection with that booking and applicable law.