Cancellation, Rescheduling, and Refund Policy
1. Service-Based Policy
Cado Premier Cleaning Group is a cleaning service business. Because our work involves reserved appointment time, labor scheduling, travel, cleaning supplies, and access to a client’s home or workspace, our cancellation and refund rules are based on service appointments rather than product returns.
2. Estimates, Quotes, and Final Pricing
Online prices or booking totals may be estimates. Final pricing may be confirmed after reviewing the service type, home size, condition, selected add-ons, photos, access details, heavy buildup, pet hair, clutter, move-in/move-out condition, or special requests.
If the home or workspace requires more time or a different service level than originally selected, Cado may recommend a revised quote before continuing. We do not want to rush through a job or provide a superficial result when the space needs a deeper level of care.
3. Rescheduling Policy
We understand that plans can change. Because we reserve dedicated time for each client and assign team members specifically for your appointment, we ask that rescheduling requests be made at least 48 hours before the scheduled service.
· 48 or more hours’ notice: no rescheduling fee.
· Less than 48 hours’ notice: a $50 late rescheduling fee may apply.
· Same-day rescheduling, lockouts, no access, incorrect access instructions, utilities not available, or changes after our team has been dispatched may result in a fee of up to 50% of the scheduled service price.
· For recurring clients, repeated last-minute rescheduling may result in the loss of a preferred recurring time slot or a move to flexible scheduling.
Cado may waive or adjust fees in cases of true emergency, unsafe weather, illness, or circumstances outside the client’s control.
4. Cancellation Policy
Cancellations should be made at least 48 hours before the scheduled service.
48 or more hours’ notice: no cancellation fee.
Less than 48 hours’ notice: a $50 late cancellation fee may apply.
Same-day cancellation, no access, lockout, incorrect access instructions, utilities not available, or cancellation after our team has been dispatched may result in a fee of up to 50% of the scheduled service price.
Recurring clients with repeated late cancellations may lose their preferred time slot or may be asked to place a deposit before future appointments.
Cado may waive or adjust cancellation fees for true emergencies, unsafe weather, illness, or circumstances outside the client’s control.
5. Move-In / Move-Out and Property Readiness
Move-in and move-out cleanings are often time-sensitive. The property must be ready for cleaning at the scheduled time. Utilities such as water, electricity, heat or air conditioning as needed, and working lights must be available. Other contractors, movers, painters, or maintenance work should be completed or separated from the cleaning area.
If the property is not ready, access is not available, utilities are off, or other work prevents cleaning, the appointment may be treated as a same-day reschedule or cancellation and fees may apply.
6. Deposits and Card Holds
Some appointments may require a deposit, prepayment, or card hold to reserve the appointment. Deposits may be applied to the scheduled service or to an approved rescheduled appointment if the client gives proper notice.
If a client cancels late, reschedules late, fails to provide access, or is not ready for service, a deposit or card hold may be used to cover the applicable cancellation, rescheduling, or no-access fee. Any remaining balance, if applicable, will be handled according to this policy and the confirmed booking terms.
7. Refunds for Completed Services
Cleaning is a service performed at a specific time, not a product that can be returned. For that reason, Cado generally does not issue automatic refunds after a service has been completed. If you are concerned about your cleaning, contact us within 24 hours of the appointment so we can review the issue.
When a service concern is reported on time, Cado may, at its discretion, offer one or more of the following:
A follow-up review of the concern.
A targeted re-clean of the missed area when appropriate and within the original service scope.
A service credit or partial adjustment when a re-clean is not practical or the situation warrants it.
A refund only when Cado determines that a refund is appropriate under the circumstances.
8. Re-Clean Requests
A re-clean is meant to correct missed items within the original approved scope. It is not a way to add new tasks, new rooms, extra buildup removal, add-ons, or services that were not included in the original booking.
Re-clean requests may be denied if the concern is reported late, if the area has been used heavily after the service, if the requested work was not included, if the condition requires a higher service level, or if the home was not reasonably accessible or ready at the time of service.
9. Situations That May Not Qualify for Refund or Re-Clean
The issue was not reported within 24 hours after service.
The requested work was outside the confirmed scope or selected add-ons.
The home required deep/reset cleaning but the client selected standard cleaning and chose not to upgrade.
Heavy clutter, unsafe conditions, pests, mold, biohazards, construction dust, or other excluded conditions prevented normal cleaning.
The area was used, dirtied, or changed after the service was completed.
The client did not provide safe access, working utilities, parking/access instructions, or required service information.
The concern relates to permanent stains, damage, wear, corrosion, etching, hard water damage, rust, grout discoloration, or buildup that cannot be fully corrected through normal cleaning.
10. Excluded and Special-Scope Services
Unless specifically agreed in writing, Cado does not provide carpet shampooing, exterior window cleaning, floor stripping or waxing, mold remediation, pest waste cleanup, hoarding cleanup, biohazard cleaning, heavy post-construction cleanup, high ladder work, or hazardous material handling. If a request falls outside our normal scope, we may decline the work or refer the client to a specialized provider.
11. How to Contact Us About a Cancellation, Reschedule, or Service Concern
Please contact us as soon as possible. Include your name, service address, appointment date, and a clear description of the issue or request.
Email: info@cadopremierclean.com
Website: https://cadopremierclean.com