CANCELLATION, RESCHEDULING & NO-SHOW POLICY

Effective Date: January 1, 2026

Orlando Prime Cleaning (“Company,” “we,” “our,” or “us”) reserves scheduled service time exclusively for each client. Because our business operates on pre-booked labor and route planning, cancellations and last-minute changes significantly impact operations.

This policy applies to all residential, deep cleaning, and vacation rental services.

  1. Binding Reservation of Time

When a service appointment is confirmed, time, labor, transportation, and operational capacity are reserved exclusively for the client.

By confirming an appointment, the client enters into a binding service reservation agreement.

  1. Required Notice for Cancellation or Rescheduling

Clients must provide a minimum of 24 hours written notice prior to the scheduled appointment time.

Acceptable notice methods:

  • Email confirmation
  • Confirmed SMS communication
  • Direct phone call with acknowledgment

Notice is considered valid only upon confirmation of receipt by Orlando Prime Cleaning.

  1. Late Cancellation Fees

The following charges apply:

  • 24+ hours notice → No fee
  • 12–24 hours notice → 50% of scheduled service cost
  • Less than 12 hours notice → 75% of scheduled service cost
  • Same-day cancellation → Up to 100%
  • No-show or denied access → 100% of scheduled service cost

These fees compensate for:

  • Reserved labor
  • Route disruption
  • Lost booking opportunities
  • Operational expenses
  1. Same-Day Bookings

All same-day bookings are considered firm commitments.

Cancellation of same-day bookings may result in a non-refundable 100% service charge, regardless of notice time.

  1. Lock-Out, Access Failure & Delays

If our team is unable to access the property due to:

  • Locked doors
  • Incorrect codes
  • Alarm activation
  • Unsecured pets
  • Client absence
  • Inaccessible units

The appointment will be treated as a No-Show and charged at 100%.

If access is delayed more than 20 minutes, we reserve the right to:

  • Cancel the appointment
  • Apply full service charge
  1. Recurring Service Clients

For recurring clients:

  • Two late cancellations within 60 days may result in termination of recurring service
  • Excessive rescheduling may require a non-refundable deposit
  • We reserve the right to discontinue recurring service at our sole discretion

Recurring time slots are considered premium scheduling blocks.

  1. Deposits & Card on File Authorization

When applicable:

  • Deposits are non-refundable in cases of late cancellation
  • Clients authorize us to charge the payment method on file for cancellation fees
  • Failure of payment processing may result in collections action

Authorization remains valid until revoked in writing.

  1. Vacation Rental / Airbnb Policy

Short-term rental cleanings are subject to stricter standards due to guest turnover deadlines.

For vacation rental services:

  • Cancellations within 24 hours may be charged at 100%
  • Guest booking changes do not waive cancellation fees
  • Client must ensure property access prior to arrival
  • Failure to meet check-in deadlines due to client error is not our responsibility

We are not responsible for lost rental income due to late cancellation or improper coordination.

  1. Weather & Force Majeure (Florida Specific)

In the event of:

  • Hurricane warnings
  • Severe weather advisories
  • Flooding
  • Government emergency declarations
  • State of emergency

We reserve the right to reschedule services without penalty.

Weather conditions that do not constitute an official emergency do not automatically waive cancellation fees.

  1. Emergency Exceptions

We may, at our sole discretion, waive cancellation fees for verified emergencies including:

  • Medical emergency
  • Death in immediate family
  • Government-mandated evacuation

Documentation may be required.

Fee waivers are not automatic.

  1. Chargebacks & Payment Disputes

Clients agree not to initiate chargebacks without first attempting resolution.

Unjustified chargebacks may result in:

  • Immediate service termination
  • Collection procedures
  • Legal action
  • Recovery of legal and processing fees

Fraudulent disputes will be documented and contested.

  1. Limitation of Company Liability

Under no circumstances shall Orlando Prime Cleaning be liable for:

  • Lost wages
  • Business interruption
  • Missed guest check-ins
  • Consequential damages
  • Indirect losses

Cancellation fee liability is limited to the scheduled service amount.

  1. Company Right to Refuse Service

We reserve the right to cancel or terminate service for:

  • Unsafe working conditions
  • Hostile environment
  • Non-payment
  • Repeated policy violations

Future bookings may be declined at our discretion.

  1. Policy Acceptance

By scheduling service, client acknowledges and agrees to this Cancellation & Rescheduling Policy in full.