Cancellation & Refund Policy

The short version

Cancel or reschedule more than 24 hours before your arrival window and you get a full refund, automatically, no questions asked. Inside 24 hours a fee applies, because the team is already scheduled and we pay them for the slot either way.

In full

More than 24 hours before your arrival window

• Cancel: refunded in full, back to your original payment method.
• Reschedule: free, as many times as you need.

Less than 24 hours before your arrival window

• Cancel: we retain 50% of the booking value and refund the rest.
• Reschedule: free once, if we can fill your original slot.

If we can’t get in

If our team arrives within the agreed window and cannot access the property — wrong code, no answer, a key that is not where we were told — we treat it as a same-day cancellation and retain 50%. We will always call you before leaving. Please double-check your entry instructions when you book.

If we cancel

If we have to cancel — illness, weather, a vehicle off the road — you are refunded in full and we will offer you the next available slot. That refund is not conditional on you rebooking.

Recurring bookings

Each visit is charged and refundable on its own terms above. You can skip a single visit or stop the recurring booking entirely at any time, with no cancellation fee for the series itself.

If you’re not happy with the clean

This is separate from cancellation and it is not a refund policy first — it is a re-clean policy. Tell us within 24 hours of the visit and we will come back and put the problem right at no charge. If it is still not right after that return visit, we refund the visit in full.

How refunds are processed

Refunds go back to the card you paid with, through Stripe. We issue them the same business day; your bank typically takes 5–10 business days to show it. We cannot refund to a different card or by e-transfer.

How to cancel

Call +1 (604) 861-6162 or reply to your confirmation email with your booking reference. Cancellation is effective when we receive it, so if you are close to the 24-hour line, call rather than email.