Policies
Cancellation Policy
Free cancellation or rescheduling up to 12 hours before your cleaning.
Last updated October 7, 2026 · Version 2026-10-07-draft
Draft — requires legal and business review before launch
This page is a plain-English starting draft. It has not been reviewed by an attorney and may change before Palm Clean starts taking bookings. Sections marked “Needs review” list what still has to be decided.
On this page
1.The short version
You can cancel or reschedule for free up to 12 hours before your scheduled cleaning. If you cancel within 12 hours of your cleaning, a 50% cancellation fee applies.
We understand plans change. The more notice you can give us, the easier it is to offer your time to another family.
2.How to cancel or reschedule
Needs review: Decide how after-hours requests are timed (for example, a text or voicemail left at night) and whether customers will be able to cancel online.
Call or text us at (407) 555-0100. Please include your name and the date of your cleaning.
We're available Monday–Friday, 8:00 AM – 5:00 PM. The time we receive your request is the time that counts.
3.How the 12 hours are counted
The 12 hours are counted back from the start of your arrival window. For example, if your arrival window is 8:00 AM – 9:00 AM on a Tuesday, you can cancel or reschedule for free until 8:00 PM on Monday.
4.Cancellations within 12 hours
Needs review: Attorney to confirm the late-cancellation fee and, if the card is saved for later, charging it without the customer present. Confirm the fee is a percentage of the full booking total, including extras.
If you cancel within 12 hours of your cleaning, a 50% cancellation fee applies. The fee is 50% of your booking total. For example, on a $200 cleaning, the fee would be $100.
The fee may be charged to the card you saved when you booked. You won't be charged anything else for that cleaning.
5.Rescheduling
Needs review: Decide whether moving a cleaning within 12 hours counts as a late cancellation (fee) or is free when it's rebooked.
You can move your cleaning to another available day for free up to 12 hours before it starts.
Need to move a cleaning that's less than 12 hours away? Call us as soon as you can and we'll do our best to find a new time.
6.If we need to cancel or reschedule
Needs review: Decide the policy for severe weather (for example, hurricane warnings) and other closures.
If we ever need to cancel or move your cleaning — because of illness, severe weather or an emergency — there is no fee. We'll contact you as soon as possible to find a new time that works for you.
7.If we can't get in
Needs review: Decide whether a lockout (no access during the arrival window) is treated as a late cancellation.
Please make sure your access details are up to date before your cleaning. If our team arrives and can't get in, we'll try to reach you right away to sort it out.
8.Recurring cleanings
Needs review: Decide how customers pause or end a recurring plan, and how much notice is needed.
This policy applies to each visit in a recurring plan. To change your schedule or skip a visit, contact us.
9.Questions
Not sure whether a fee applies? Ask us — we're happy to help. See also our Terms of Service.