Cancellation / Rescheduling / Waiting & Access Policy

At NeoClean Solutions, we understand that life doesn’t always go as planned. We’re here to help make things as seamless as possible. However, to protect our cleaners’ time and maintain a reliable schedule for all clients, the following policies apply. By confirming your booking, you agree to these terms.

Cancellation Policy

Timeframe Policy
Free Cancellation You may cancel your booking without any cancellation fee if the cancellation is made more than 48 hours prior to your scheduled booking time. We’ll also fully refund or credit your payment.
Cancellation between 24–48 Hours If you cancel your booking between 24–48 hours of your scheduled booking time, a cancellation fee of $50 will be incurred.
Less than 24 Hours Notice For cancellations made within 24 hours of your scheduled booking, the cancellation fee will be 50% of the total booking amount or $100, whichever is greater.
Cancellation within 2 Hours / No-Show Cancellations made within 2 hours of the scheduled booking time, or a failure to show up for your scheduled booking or provide access at the scheduled time, will result in a charge for the full price of the booking.

Rescheduling Policy

Rescheduling Window Policy
Free Reschedule You can reschedule for free any time more than 48 hours before your scheduled booking.
Less than 48 Hours Notice Any bookings rescheduled with less than 48 hours before the scheduled time will incur a $25 rescheduling fee to compensate for reallocation efforts by our team.
No Show / Locked-Out If you do not show up for your scheduled booking or provide access for our team at the scheduled time, it will be considered a no-show/locked-out and the full price (100%) of the booking total will be charged to compensate for our team’s time and travel.

Waiting & Access / Walkthrough Policy

To protect our cleaners’ schedules and minimize disruptions to other clients:

  • We allow a 15-minute grace period beyond the scheduled start time for access. During this window, we will attempt to contact you at least two times using the communication details on file.
  • We are not obligated to wait beyond the 15-minute grace period. If access is still not provided and we have not heard from you by the end of this window, we reserve the right to leave. The appointment will be treated as a No-Show/Locked-Out and the full price of the booking will be charged.
  • In rare, case-by-case situations—when you communicate promptly, time permits, there is no material impact to other clients’ scheduled appointments, and sufficient time remains to complete your service—we may agree to wait longer, but never beyond 30 minutes total from the scheduled start time. A minimum $15 waiting fee will apply for any waiting beyond the 15-minute grace period, up to but no later than 30 minutes..
  • Once the cleaning is completed, we will notify you. If a walkthrough/inspection was planned and no one is present, the cleaner will secure the home (lock up if possible) and depart. Our cleaners are unable to wait for someone to return after finishing the job, unless prior arrangements were agreed upon in advance with you and our management team.
  • If we are unable to start due to delayed access beyond 30 minutes, or if waiting would materially impact our next client, the appointment will be treated as a No-Show/Locked-Out, and you will be required to rebook at your expense.

  • Undisclosed Pest Infestation Policy

    NeoClean Solutions places the highest priority on the health and safety of our staff. We require all clients to inform us in advance of any known or suspected pest infestations—including but not limited to rodents, insects, or other hazards—when scheduling a service.

    If an undisclosed infestation is discovered upon arrival or during the cleaning, our team is instructed to immediately discontinue work and vacate the property. In these cases, the appointment may be treated as a cancellation under our policy, and a service fee up to the full booking amount may be applied to compensate for time, travel, and any cleaning already performed.

Why These Policies

  • They allow us to ensure our cleaners’ time is respected and that they can move between jobs on schedule.
  • They minimize disruption to other clients’ appointments.
  • They recognize that travel time, opportunity cost, and scheduling are very real costs for our team.

Questions? Visit neocleansolutions.com or call +1 813-670-8440.