1. Booking & Payment Policy
A 25% deposit may be required to confirm your appointment. Any required deposit will be applied toward your total cleaning cost.
The remaining balance is due upon completion of the scheduled cleaning service and may be charged to the payment method authorized during booking.
All applicable charges will be disclosed before you confirm your appointment.
Bookings are subject to service-area coverage and cleaner availability.
2. Cancellation Policy
We understand that plans change.
- 48 hours or more before your appointment: Cancel without a cancellation fee. Any deposit paid will be refunded.
- 24–48 hours before your appointment: Your booking deposit may be retained as the cancellation fee.
- Less than 24 hours before your appointment: A cancellation fee of up to 50% of the scheduled service price may apply. Any retained deposit will count toward this amount, not be charged in addition to it.
Cancellation fees will not exceed the amounts disclosed and agreed to at booking.
If Your Neighbor Cleaners cancels your appointment and you do not accept an alternative date, you will receive a full refund of any payment collected for the canceled service.
3. Rescheduling Policy
Customers may reschedule their appointment without a rescheduling fee when providing at least 24 hours' notice.
Requests made with less than 24 hours' notice may be treated as late cancellations, subject to the disclosed cancellation policy.
All rescheduling requests are subject to availability.
4. Home Access & Lockout Policy
Customers are responsible for providing safe and timely access to the property at the scheduled appointment time.
Access may be arranged through an authorized person, door code, lockbox, or other agreed method.
If our cleaning professional cannot access the property after reasonable contact attempts and a 15-minute waiting period, the appointment may be treated as a lockout.
A lockout fee of up to $50 may apply if it was disclosed and accepted during booking.
Please secure pets, provide working utilities, and communicate any special access instructions before your appointment.
5. Cleaning Quality & Satisfaction
Your satisfaction matters to us.
If you believe an area included in your booked service was missed or improperly cleaned, please contact us within 24 hours after service completion.
We will review your concern and may request photos or additional information.
For verified cleaning issues within the original service scope, we may offer a reasonable corrective cleaning at no additional charge.
Corrective cleaning is subject to access and scheduling availability. It does not include additional services that were not part of the original booking.
6. Property Damage Policy
Our cleaning professionals are expected to treat your home and belongings with care.
If you discover damage that you believe occurred during your cleaning appointment, please notify us as soon as reasonably possible, preferably within 48 hours.
Include:
- Your name and booking details
- A description of the damage
- Photos, if available
- Any relevant supporting information
We will investigate reported incidents fairly and promptly.
Responsibility for damage will be determined based on the circumstances, applicable law, and any relevant insurance coverage.
Reporting after 48 hours does not automatically eliminate your legal rights.
Please notify us in advance of fragile, valuable, damaged, or delicate items that require special handling.
7. Service Limitations & Safety
For the safety of customers and cleaning professionals, we may decline or stop services involving unsafe conditions, including hazardous substances, exposed bodily fluids, dangerous infestations, or other conditions outside the agreed cleaning scope.
Our standard residential cleaning services do not include hazardous waste remediation or specialized restoration.
Any additional cleaning requests must be reviewed and priced separately before work begins.
8. Refund Policy
Refund requests will be reviewed based on the service provided, the circumstances, and applicable law.
If a service is not performed because Your Neighbor Cleaners cancels the appointment, the customer will receive a refund of payments collected for that service unless the customer agrees to reschedule.
For completed services, we will first investigate any reported quality concerns and may offer corrective cleaning, a partial refund, or another appropriate resolution.
Approved refunds will be issued to the original payment method when possible. Bank processing times may vary.
Nothing in these policies limits rights that customers have under applicable law.
9. Contact Us
For cancellations, rescheduling, service concerns, damage reports, or refund requests, contact:
Your Neighbor Cleaners
Email: contact@yourneighborcleaners.com
Phone: (728) 228-5370
Website: https://yourneighborcleaners.com