Professional Home & Office Cleaning You Can Trust

Refund Policy

Cleaning is a service, not a physical product, so refunds are handled a bit differently. Latoya Cleaning Service aims to fix issues through re-cleaning or adjustments first, and offers refunds only in specific situations.

When a refund may be considered:

• If we fail to show up for a confirmed appointment and do not reschedule within a reasonable time (except for emergencies or severe weather).
• If you paid in advance for a service that has not been performed yet and you cancel within the allowed cancellation window.
• If a serious quality issue is reported and confirmed, and a re-clean is not possible or refused by you.

Time frame for refund requests:

• Quality or service concerns must be reported within 24 hours of the cleaning appointment.
• Requests should be sent by email to latoya.sullivan49@gmail.com with your name, appointment date, and details.

Situations not eligible for refunds:

• Normal build-up that cannot be fully removed in one session (for example, heavy soap scum or stains).
• Issues not mentioned during booking (for example, pest infestations or heavy hoarding conditions).
• Dissatisfaction based on personal preference after the agreed checklist has been fully completed to a reasonable standard.

Approved refunds are usually issued back to the original payment method. Processing time depends on your bank or payment provider.

Service Guarantee & Re-Clean Policy

The goal is for you to feel satisfied when the job is done. If something was clearly missed or not cleaned according to the agreed checklist, Latoya Cleaning Service will make it right.

If you are not happy with the cleaning:

• Contact us within 24 hours of the appointment and explain what was missed.
• If possible, include clear photos of the areas of concern.
• We will offer a free touch-up / re-clean of the specific missed areas on the next available day, subject to scheduling.

Important notes:

• The re-clean covers only the areas mentioned in your email, not the entire home again.
• The home should be in similar condition as it was at the time of the original clean (no new parties, guests, or mess added in between).
• If a re-clean is refused or not scheduled, a partial credit may be considered instead, at our discretion.

Cancellation & Rescheduling Policy

Time is reserved for you once an appointment is confirmed. Last-minute changes can create gaps that cannot always be filled. To keep things fair, the following rules apply.

Free cancellation window:

• You may cancel or reschedule your appointment up to 24 hours before the scheduled start time with no fee.
• All cancellation or reschedule requests must be sent by email.

Late cancellations (less than 24 hours):

• Cancellations made with less than 24 hours notice may result in a late cancellation fee of up to 50% of the quoted service price.
• Repeated last-minute cancellations may require a non-refundable deposit to book future appointments.

Same-day cancellations / no-shows:

• If we arrive at your location and are unable to start (no one home, no access, or refused service), this may count as a no-show and be charged up to the full service fee.
• If we are late due to our own delay and cannot complete the job, we will work with you to reschedule fairly without extra charge.

Rescheduling:

• Reschedules requested more than 24 hours in advance are free.
• Less than 24 hours may be treated like a late cancellation, depending on the situation.

Access, Safety & Damage Policy

Safety and respect are important — for your home and for the cleaner.

Home access:

• You are responsible for providing safe and legal access to your home or office.
• Options include being home, leaving a key in a secure place, or using a lockbox. Details must be agreed in advance by email.

Pets & environment:

• Please secure pets if they are likely to be stressed or aggressive.
• Work may be refused or stopped if there are unsafe conditions (for example, active pests, exposed wiring, or bodily fluids that require specialized biohazard cleaning).

Damage:

• If something is accidentally damaged during a cleaning, report it as soon as possible (within 24 hours) with photos and a description.
• Items that are already unstable, cracked, or improperly installed may not be covered.
• Reasonable solutions may include repair, replacement, or a fair credit, depending on the situation.