Cancellation Policy

More than 48 hours before appointment: Full refund or free reschedule.

24–48 hours before appointment: 50% fee may apply to compensate the reserved cleaner's time.

Less than 24 hours: Full cleaning fee may apply.

Cleaner cancellation: If your assigned cleaner cancels, we initiate a backup-assignment workflow. You may choose to wait for a replacement or receive a full refund.

Access failures: If a cleaner cannot access your property due to incorrect instructions, a trip fee may apply. Please ensure access details are accurate.

Declining an on-site condition adjustment: If the property turns out to be materially different from what was described at booking, your cleaner documents the actual condition and we send you a revised price to approve or decline — see Section 4(a) of our Terms of Service. Declining costs you nothing, and you can either have only the quoted scope performed or cancel. If you decline and cancel before any work begins, you receive a full refund — except that where our team has already determined from the photographs that the property was materially misrepresented, a $45 trip fee covering the cleaner's visit is deducted from that refund. We tell you before you decide whether that fee applies. The fee is paid to the cleaner who traveled to and documented the property.

Recurring bookings: You can skip or cancel individual occurrences or the entire series. Cancellation timing rules apply per occurrence.

Refunds are processed manually by our team and are never automated. If you believe a cancellation fee was applied in error, please contact us at hello@bookresetnyc.com.