What’s the cancellation policy?

The Cleany platform is made to be flexible, but we have some rules.

Our policies are designed to promote a reliable, consistent experience for customers and pros alike.

While we know schedules can change quickly, rescheduling or skipping a booking with short notice causes professionals to lose valuable work. Therefore, fees apply when bookings are canceled or rescheduled within 24 hours of your booking’s start time.

Booking Cancellation Policy
TypeDescriptionFee
Short notice cancellation fee - Standard CleanCancel or reschedule at least 24 before booking with no fee. Cancel less than 24 hrs before booking:

We apply a 50% cancellation fee to appointments not cancelled within 24 hours of the scheduled appointment. ALL appointments will be charged in full within 3 hours of scheduled start time. Since we reserve this spot especially for you, the fee will be used to pay our cleaners that would otherwise be cleaning for another customer.

Short notice cancellation fee - Deep Clean Or Custom CleanCancel or reschedule a least 48 before booking with no fee. Cancel less than 48 hrs before booking:

For specialty cleans (including but not limited to deep clean, post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not cancelled within 48 hours of the scheduled booking. ALL appointments will be charged in full within 5 hours of scheduled start time. Since we reserve this spot especially for you, the fee will be used to pay our cleaners that would otherwise be cleaning for another customer.

Missed appointment feeA pro arrives for a scheduled booking, but they’re unable to gain entry or get started.Appointments are fully confirmed & charged 3 hours prior to schedule time for standard cleaning & 5 hours prior to schedule time for deep/custom cleaning.
Unable to refund if within 3 or 5 hours of the scheduled appointment
Medical Emergency / Covid PositiveIn the event of medical emergency or positive covid test - please reach out to our team and have available a medical letter or test dated within 48 hours of scheduled appointment.
Loyalty ProgramOur cancellation policy applies universally to all bookings, including those made under the Cleany Loyalty program. Under the recurring subscription, customers have the flexibility to reschedule or cancel their appointments by 8 PM EST the day before without incurring any fees for standard bookings. However, changes made after this deadline and up to two hours before the appointment start time will be subject to a $75 fee per cleaner, with full charges processed if within 2 hours of start time. For custom, deep, or post-construction cleanings, cancellations or rescheduling must occur within 24 hours of the appointment to avoid penalties. Any changes within 24 hours appointment start time will incur a 50% fee. Loyalty program members will receive one complimentary reschedule or cancellation fee waiver every 90 days from the last completed booking, provided there is no overlapping.

Note:

To be clear, if you have a recurring service, you’ll still need to cancel an appointment prior to 24 hours of any particular appointment in order to avoid a cancellation fee, but you may cancel any later future appointments with no additional fee. Since we reserve this spot especially for you, the fee will be used to pay our cleaners that would otherwise be cleaning for another customer. You can log into your cleany portal anytime to view prior and future appointments here