1. Booking & Payment
By booking a service with Orvella Cleaning, you agree to the pricing, policies, and terms in effect at the time of booking.
- Payment is due as agreed during booking or upon completion of service, unless otherwise stated in writing.
- We may require a deposit or prepayment to confirm certain bookings.
- Any deposit paid is applied toward the service unless forfeited under this policy.
2. Cancellation Policy
We ask that clients provide at least 24 hours’ notice for cancellations or rescheduling requests.
- Cancellations made with more than 24 hours’ notice: no cancellation fee.
- Cancellations made within 24 hours of the appointment may be subject to a fee of up to 50% of the scheduled service total.
- Same-day cancellations may be subject to a fee of up to 100% of the scheduled service total.
3. Rescheduling Policy
We understand that schedules change. If you need to reschedule, please let us know as early as possible.
- Rescheduling requests made with more than 24 hours’ notice are generally accommodated without penalty.
- Rescheduling requests made within 24 hours may be treated as a late cancellation and may be subject to a fee.
- Recurring clients may be required to reschedule within a reasonable time period to maintain their service frequency and pricing.
4. Lockout / No-Entry Policy
Clients are responsible for ensuring that our team can access the property at the scheduled appointment time.
- If we cannot enter the property due to missing keys, lockouts, incorrect access codes, or no one being available, a lockout / no-entry fee may apply.
- Lockout appointments may be charged up to 100% of the scheduled service total.
- If access is delayed, service time may be shortened to fit the original booking window, or the appointment may need to be rescheduled.
5. Minimum Service Time & Additional Time
Quoted cleanings are based on the information provided at the time of booking.
- Initial cleanings, deep cleanings, move-in / move-out cleanings, and heavily soiled homes may require additional time.
- If additional time is needed to complete the requested work, additional charges may apply.
- If you decline additional time, we will complete as much of the service as reasonably possible within the booked time.
6. Add-On Services
Add-on services may include items such as inside fridge, inside oven, inside cabinets, extra bathrooms, or other detailed tasks.
- Add-ons should be selected at or before booking whenever possible.
- Changes requested after booking may be subject to availability and additional charges.
- Once service has started, we may not be able to remove or adjust add-ons without affecting the final price or schedule.
7. Recurring Services
Recurring service pricing may depend on maintaining the agreed cleaning frequency.
- If recurring cleanings are repeatedly cancelled, skipped, or delayed beyond the agreed schedule, we may adjust pricing.
- We reserve the right to update recurring pricing if the home condition changes significantly from the original booking basis.
8. Non-Payment
Failure to make payment on time may result in delayed future bookings or cancellation of upcoming appointments.
- Outstanding balances must be settled before future service is provided.
- We reserve the right to charge any valid payment method authorized by the client for completed services and applicable fees.
9. Satisfaction Issues
If you are not satisfied with your cleaning, please notify us within 24 hours of service completion.
- We may return to address missed areas at no extra charge.
- Refunds are not guaranteed and are assessed case by case.
- Areas cleaned by the client or a third party after our visit may not be eligible for re-clean review.
10. Policy Acceptance
By booking a service with Orvella Cleaning, you acknowledge and agree to this Cancellation & Billing Policy as well as our Terms & Conditions and Privacy Policy.
Contact Us
If you have any questions about this policy, please contact us:
