Refund Policy

This Refund Policy explains how refunds and credits work for cleaning services booked through ResetNYC. Refunds are processed manually by our team and are never automated.

1. Cancellation-Based Refunds. Refund eligibility for cancellations follows our Cancellation Policy. Free cancellation is available more than 48 hours before the appointment; fees may apply within 48 hours.

2. Service Issues. If a completed cleaning does not meet the agreed scope, report it within 48 hours with photos. We will investigate and may offer a partial refund, a re-clean, or a credit, at our discretion based on the findings.

2(a). Bigger job than quoted. If your cleaner arrives and the property is materially worse than you described at booking — much heavier clutter, hoarding conditions, more rooms than stated, pet waste, or construction dust — they will stop before starting the extra work and send you photographs with a revised price. Nothing above your original quote is charged unless you approve it. If you decline before any work has begun, the amount you paid for the unperformed cleaning is refunded in full to your original payment method. If you decline after work has begun at your request, you are refunded for the portion of the service that was not performed. See Section 4(a) of our Terms of Service.

3. Access Failures. If a cleaner cannot access the property due to incorrect instructions, a trip fee may apply and the job may be rescheduled rather than refunded. Please ensure access details are accurate.

4. Cleaner Cancellation. If your assigned cleaner cancels and no replacement is available, you may choose a full refund or a reschedule.

5. Damage Claims. Claims for property damage are handled under our Damage & Claims Policy, subject to the published coverage limits.

6. Processing Time. Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank. Credits appear in your account sooner.

7. Disputes. If you believe a charge or fee was applied in error, contact us. Unresolved matters may be escalated per the dispute terms in our Terms of Service.

8. Contact. For refund questions, contact us at hello@bookresetnyc.com.