Cancellation Policy

Effective date: April 28, 2026

At a glance

• Residential — 48 hours’ notice to cancel or reschedule without a fee.
• Commercial and Airbnb — 72 hours’ notice.
• Same-day cancellations (after a cleaning professional has been dispatched): 100% of the service fee.
• Day-before cancellations: 50%. Two-days-before: 25%.
• Deposits on specialty, commercial, and Airbnb services are non-refundable on customer cancellation. They are fully refunded only if Cleaning Chief cancels or fails to perform.
• Subscribers can cancel or reschedule by 8:00 PM Eastern Time the day before their service with no fee, plus one complimentary fee waiver every 90 days.

This policy is part of our Terms and Conditions. The full rules are below.

1. Residential services

Notice window: 48 hours before scheduled service start.

When you cancel or reschedule	Fee
48 or more hours in advance	None
Two days before service	25% of service fee
Day before service	50% of service fee
Same day	100% of service fee (once dispatched — see §3)

Specialty residential services within 48 hours. Cancellations or reschedules of deep cleaning, move-in/move-out, post-construction, carpet/upholstery, or event cleaning within 48 hours of service are charged 50% of the service fee, in addition to any forfeited deposit (see §4).

Rescheduling is subject to the same fee schedule as cancellation. A reschedule on the day of service after a cleaning professional has been dispatched is charged 100%.

2. Commercial and Airbnb services

Notice window: 72 hours before scheduled service start.

When you cancel or reschedule	Fee
72 or more hours in advance	None
48–72 hours in advance	25% of service fee
24–48 hours in advance	50% of service fee
Less than 24 hours in advance	100% of service fee (once dispatched — see §3)

The “after dispatch” rule in §3 applies to commercial and Airbnb work as well.

3. The dispatch trigger

For both residential and commercial services, the 100% same-day fee applies once a cleaning professional has been assigned and dispatched to your appointment.

“Dispatched” means our scheduling system has confirmed a specific cleaning professional for your appointment and that professional has been notified or has begun travel to your service address. We can confirm dispatch status if you ask at the time of cancellation.

We charge the full fee at this point because the professional has set aside the time, may have begun travel, and may not be re-bookable on short notice. The professional is paid for the slot regardless of whether the service is performed.

4. Deposits

Specialty, commercial, and Airbnb services require a non-refundable 50% deposit at booking. This deposit:

• Is applied to the total service fee when the service is performed.
• Is forfeited if you cancel, regardless of the reason for cancellation. This term is disclosed at booking, on your receipt, on this page, and via affirmative checkbox at checkout.
• Is fully refunded only if Cleaning Chief cancels or fails to perform the service.

The non-refundable nature of the deposit reflects the work we do to schedule, route, and prepare for specialty and commercial bookings — most of which happens before the cleaning professional arrives.

5. Subscription program — special terms

Subscribers receive more flexible cancellation terms:

• Cancel or reschedule by 8:00 PM Eastern Time the day before your scheduled service with no fee.
• One complimentary fee waiver every 90 days, applied at our discretion to a same-day or short-notice cancellation. Waivers do not stack and are tracked per account.

For other subscription terms, see our Subscription Policy.

6. Refunds

Refund timing. Eligible refunds — for example, where Cleaning Chief cancels — are processed within 3 business days to the original payment method.

Where you cancel and a partial fee applies. The fee is charged to the payment method on file. No refund is owed unless you’ve already prepaid more than the fee.

Chargebacks. If you initiate a chargeback rather than contacting us first, we may pause new bookings on your account pending resolution and recover any amounts the bank reverses through our Terms. Please contact us before initiating a chargeback so we can resolve the issue directly.

7. Force majeure

If Cleaning Chief cannot perform a scheduled service due to events outside our reasonable control — severe weather, public-transit shutdowns, government action, fire, public-health emergency, or similar — we will:

• Reschedule the service at the earliest available time, or
• Refund the deposit and any prepaid amount in full.

You are not charged a cancellation fee for services we are unable to perform under this section.

8. How disclosure works

So this policy holds up at chargeback dispute and under New York General Business Law §349 and NYC DCWP review:

• Each non-refundable deposit and each cancellation tier is disclosed on the booking page before payment.
• An affirmative checkbox at checkout requires you to confirm you’ve read these cancellation rules.
• Your booking confirmation email summarizes the rules that apply to your specific service.
• Your receipt includes a link to this page.

If any part of the disclosure is unclear at the time of your booking, contact us before paying — we will walk through it.

9. Contact us

Questions about a cancellation or refund:

• Email: info@cleaningchief.com
• Phone: (332) 232-3422
• Mail: Cleaning Chief NYC Inc., 608 W 138th St, New York, NY 10031