Effective September 20, 2026 · Policy version 2026-09-20
More than 48 hours before arrival
Cancel or reschedule without a cancellation fee. A cancelled prepaid appointment receives a refund to the original payment method. Rescheduling is subject to available capacity.
From 24 through 48 hours before arrival
A cancellation fee of 25% of the booked service amount applies. Alternatively, you may request a reschedule credit for the amount already paid, subject to available appointment capacity.
Less than 24 hours before arrival
A cancellation charge of 50% of the booked service amount applies. Any remaining prepaid amount is refunded to the original payment method. We will discuss the handling of a last-minute reschedule with you before making changes.
If we cannot access your property
If we cannot gain safe access at the scheduled start time after reasonable attempts to reach you using your booking contact details, a charge of up to 100% of the booked service amount may apply. The amount is reviewed based on the circumstances and work capacity reserved.
Canceling a recurring subscription
Use the manage-plan link in your latest cleaning email to cancel online. This stops future renewal charges and releases unpaid future appointments. Any prepaid visit remains booked; contact us if you also want to cancel or reschedule it, and the notice-based policy above applies. Canceling a subscription does not automatically refund payments already made.
How to request a change
Send a message through our Contact page. Include your booking reference, appointment date and requested change. The time we receive your request is used to calculate notice, based on the scheduled start time in Eastern Time.
Cancellation charges are based on the booked service amount before applicable tax; any tax adjustments are reflected in the refund. Refund processing time depends on Stripe and your bank.
Changes on our side
If we need to cancel, you may choose an available replacement appointment or a refund for unperformed service. If severe weather or unsafe conditions affect a visit, we will contact you to discuss rescheduling or the appropriate resolution.
Questions? Contact Carolina Homekeeping.