1. The short version
You can cancel or reschedule any clean for free up to 24 hours before your scheduled start time. Within 24 hours, a $50 late-cancellation fee may apply. We never charge surprise fees, and we always tell you before we charge anything.
2. How to cancel or reschedule
You can change a booking three ways:
- Online: log in to your account and click Manage booking → Reschedule or Cancel.
- Email: reply to your confirmation email or write to admin@opalclean.co with your booking number.
- Phone: call (704) 880-7444 during business hours (Mon–Sat, 8 am – 6 pm).
The cancellation is effective when we acknowledge it — usually within minutes during business hours, or the next morning if you write to us overnight.
3. Cancellation fees
Our fee structure is designed to protect the housekeepers who reserved time for your clean:
- 24+ hours notice: no fee. Reschedule or cancel freely.
- 12–24 hours notice: $25 late-cancellation fee.
- Less than 12 hours notice (or no-show): $50 late-cancellation fee.
- First-time customers: the first late cancellation each calendar year is fee-free. Just let us know it's your first.
Late-cancellation fees are charged to the payment method on file the same day. We send a receipt by email so you have a record.
4. Recurring cleans
Weekly, bi-weekly, and monthly cleans are flexible. You can:
- Skip a single clean: free with 24+ hours notice. We'll keep your recurring slot for the next one.
- Pause: up to 8 weeks at a time, no fee, no questions. Your housekeeper will be reassigned during that period.
- Change your cadence: switch from weekly to bi-weekly (or any other change) anytime from your account.
- Cancel your recurring plan: no contract, no termination fees. Cancel from your account or email us.
If you skip more than 4 cleans in a row without pausing, your recurring discount may be reset to the new-customer rate when you resume.
5. Lockouts and access issues
Sometimes housekeepers arrive and can't get into the home — wrong gate code, lockbox empty, no one home when someone was expected. When that happens:
- We wait at the address for up to 20 minutes and try to reach you by phone and email.
- If we still can't get in, we treat the visit as a same-day cancellation: a $50 lockout fee applies.
- To avoid this: leave a smart-lock code, hide a key, or be home for the first 15 minutes. We confirm access details in our pre-clean reminder text the night before.
6. Weather and emergencies
The Carolinas get serious weather sometimes. We cancel cleans when it's not safe to drive — usually ice storms, hurricanes, or named tropical systems. When we cancel because of weather:
- No fee for you.
- We email you as soon as the decision is made (usually the night before, or first thing in the morning).
- We do our best to reschedule you within a week.
- For recurring clients, weather skips do not count against your recurring discount.
If your home is affected by an emergency (water damage, power loss, family situation), call us. We waive cancellation fees for genuine emergencies — no documentation required for the first occurrence per year.
7. Satisfaction guarantee
If we missed something during your clean, tell us within 24 hours and we'll come back to fix it at no charge. This guarantee is separate from refunds — it's not "money back," it's "we'll make it right."
To claim it, email admin@opalclean.co with photos if possible, or call us. We'll have someone back at your home, usually within 48 hours.
8. Refunds
Refunds are issued in these circumstances:
- We cancel a clean we shouldn't have: full refund of any pre-payment.
- A clean was significantly incomplete and we can't return to fix it: partial or full refund at our discretion.
- Damage to your home caused by our housekeepers: covered by our bond. File a claim within 7 days.
- You paid for a service tier and we performed a lesser one: the difference is refunded.
Refunds are returned to the original payment method within 5–10 business days.
9. Our right to cancel
We reserve the right to cancel a clean — and your account — without notice if:
- The home is unsafe (severe biohazards, structural concerns, infestations).
- A housekeeper experiences harassment, threats, or unsafe behavior.
- You have an unpaid balance more than 30 days overdue.
- You've had three or more late cancellations in 60 days.
- You've violated our terms or privacy policy.
If we cancel for a safety or harassment reason, the cancellation is immediate and no refund of past services is owed. We refund any unused pre-payment.
10. Changes to this policy
We may update this policy from time to time. The "Last updated" date at the top will change. For material changes, we'll email customers with active bookings before the new policy takes effect. Your continued use of our service after an update means you accept the revised policy.
11. Contact us
The fastest way to reach us about a cancellation:
- Phone (during business hours, fastest): (704) 880-7444
- Email: admin@opalclean.co
- Your account: Log in and manage bookings directly
Business hours: Monday–Saturday, 8 am – 6 pm ET. We answer most messages within an hour during business hours.