Cancellation and Refund Policy

1. Standard Customer Cancellation Window

Customers may cancel more than 24 hours before the scheduled service time for a full refund of eligible service charges. Cancellations within 24 hours of the scheduled service time may be subject to a 50% late cancellation fee.

2. No-Show, Lockout, and Denied Access

If the service professional arrives or is en route and the customer cannot provide access, fails to provide accurate access instructions, denies entry, has inaccessible parking/building access, or cannot be reached, the service may be treated as a customer no-show or late cancellation.

3. Professional Cancellations

Professionals are expected to honor accepted bookings. If a Professional cannot complete an accepted booking, the Professional must notify EverClean through the platform as soon as possible. Repeated cancellations, no-shows, or reliability issues may affect platform access.

4. Unsafe Conditions and Out-of-Scope Conditions

EverClean or the professional may decline, pause, or terminate a booking if the property is unsafe, presents undisclosed hazards, includes prohibited services, or is materially outside the booked scope. Refund eligibility depends on the facts, timing, and work performed.

5. Re-Clean and Quality Complaints

Quality complaints must be reported promptly with photos, details, and service evidence. EverClean may, at its discretion, offer support, credit, partial refund, professional response, or re-clean coordination where appropriate and available.

6. Refund Method and Timing

Eligible refunds are generally returned to the original payment method through the payment processor. Processing times depend on the payment processor, card network, bank, and fraud review status.

7. Chargebacks

Customers agree to contact EverClean support before initiating a chargeback. EverClean may contest chargebacks using booking records, acceptance logs, service evidence, messages, photos, and policy records.

8. Marketplace-Only Protection

Cancellation and refund protections apply only to services booked and paid through the EverClean platform, unless EverClean separately agrees in writing.