Cancellation Policy

1. Cancelling or rescheduling a single visit

You can cancel or reschedule any visit free of charge up to 24 hours before its scheduled start time. Use the change request in your client portal, or simply call us.

Inside 24 hours we charge 50% of the service total. This is not a penalty — it is a slot that can no longer be filled and a crew already scheduled and paid for the day.

• More than 24 hours' notice: no charge, reschedule freely.
• Less than 24 hours' notice: 50% of the service total.
• No access on arrival (see section 3): 50% of the service total.

2. Pausing or ending a recurring plan

Recurring plans have no contract and no minimum term. You can pause or cancel at any time and there is no fee for doing so.

The only rule is the same 24-hour notice on the next scheduled visit. Cancel a plan two days before your next clean and nothing is owed; cancel it the morning of, and that one visit is charged at 50%.

A paused plan keeps your pricing and your usual crew. We hold your slot for up to eight weeks before releasing it.

• No contract, no minimum number of visits, no cancellation fee.
• Your recurring discount applies to every visit up to and including the last one.
• Pausing preserves your rate and your regular crew for eight weeks.

3. If we cannot get in

A lockout is the most common reason a clean does not happen. If our crew arrives within the agreed window and cannot access the property, we wait 20 minutes and call the number on the booking.

If we still cannot get in, the visit is treated as a late cancellation and charged at 50%. This is why we ask for access details up front and encourage a lockbox or code for recurring plans.

4. If we have to cancel

Occasionally we are the ones who cancel — severe weather, a vehicle problem, or crew illness. We will tell you as early as we can and offer the first available replacement slot.

You are never charged for a visit we cancel. If we cancel inside 24 hours, your next visit is discounted by 25% as an apology. If a deposit was paid on a one-time job we cancel, it is refunded in full within five business days.

5. Deposits and refunds

One-time jobs are booked with a 25% deposit. Recurring plans take no deposit at all.

If you cancel a one-time job with more than 24 hours' notice, the deposit is refunded in full. Inside 24 hours the deposit is applied toward the 50% late-cancellation charge, and any remainder is refunded.

Refunds go back to the original payment method and typically land within five business days.

6. How to cancel

• From your client portal: open the booking and choose Request a change.
• By phone: (403) 903-5462 — fastest inside the 24-hour window.
• By email: sgcleaningyyc@gmail.com — please include your booking reference.

A cancellation is effective when we confirm it, not when you send it. If you are inside the 24-hour window, call rather than email so there is no doubt about timing.