Refund Policy

We want clients to feel confident booking with us. This Refund Policy outlines how we handle cancellations, rescheduling, and concerns about service quality.

1. Cancellations

Cancellation with More Than 24 Hours' Notice

If you cancel a confirmed booking with more than 24 hours' notice, there is no charge. We ask that you contact us as soon as possible so we can fill the time slot.

Cancellation with Less Than 24 Hours' Notice

If you cancel with less than 24 hours' notice, a cancellation fee of $40 CAD may apply. This reflects the cost of staff scheduling and the difficulty of filling the appointment on short notice. We handle this on a case-by-case basis and will waive the fee in genuine emergencies (illness, family emergency, etc.) — just let us know.

No Access / Lock-Out

If our team arrives at your home and is unable to access the property (locked out, no key provided, etc.), a $50 call-out fee may apply. We will attempt to contact you before leaving.

2. Rescheduling

You can reschedule a booking at no charge with at least 24 hours' notice. For same-day rescheduling, we will do our best to accommodate but cannot guarantee availability.

3. Service Quality Concerns

If you are not satisfied with the quality of a cleaning visit, please contact us within 24 hours of the service. We will review your concern and, where appropriate, offer one of the following:

• A partial or full re-clean of the area(s) in question at no additional charge.
• A partial credit or discount on a future booking.
• A partial refund, at our discretion, in cases where a re-clean is not practical or desired.

We do not offer automatic refunds for service quality issues. Our preference is to fix the problem directly. However, we recognize that this isn't always the right solution and we try to approach each situation reasonably.

Concerns raised more than 48 hours after service may be reviewed but will generally not be eligible for a remedy unless we can verify the issue.

4. Recurring Services

For clients on weekly or bi-weekly schedules, you can pause or cancel your recurring booking at any time with at least 48 hours' notice. There are no long-term contracts or cancellation penalties for ending a recurring schedule.

5. Refund Processing

Where a refund is agreed upon, it will be processed using the same payment method used for the original transaction. Refunds are typically processed within 5–7 business days.

6. Exceptions

Fees are non-refundable in cases of fraudulent bookings, repeated late cancellations, or where services were declined for safety reasons (e.g., hazardous home conditions).

7. Contact

To request a cancellation, reschedule, or discuss a concern:

Cleaning House
Email: [email protected]
Phone: +1 604-538-8517
Mon–Fri: 8 AM–6 PM · Sat: 9 AM–4 PM