OVERVIEW

At Novara Cleaning, we take scheduling commitments seriously. When you book a cleaning service, we reserve a time slot specifically for you, assign a dedicated contractor, and prepare all necessary resources to ensure exceptional service delivery. Last-minute cancellations significantly impact our operations, our contractors' livelihoods, and other customers who could have used that time slot.

This policy is strict and will be enforced without exception.

1. CANCELLATION DEADLINES

1.1 24-Hour Minimum Notice Required

All cancellations or rescheduling requests must be submitted at least 24 hours (one full business day) before your scheduled appointment time.

Examples:

• If your cleaning is scheduled for Monday at 2:00 PM, you must cancel by Sunday at 2:00 PM or earlier

• If your cleaning is scheduled for Friday at 10:00 AM, you must cancel by Thursday at 10:00 AM or earlier

1.2 How to Cancel

To cancel or reschedule your appointment:

• Email: cancellations@novaracleaning.com

• Phone: [Insert Phone Number]

• Online: Through your customer portal

Cancellation requests are only valid when confirmed by Novara Cleaning. You must receive written or verbal confirmation that your cancellation has been processed.

2. CANCELLATION FEES

2.1 Cancellations Made WITHIN 24 Hours of Appointment

If you cancel or request to reschedule with less than 24 hours notice, you will be charged a cancellation fee based on your service type:

Standard Cleaning (up to 1,500 square feet): $25 cancellation fee

Deep Cleaning or Large Home (1,500 to 3,000 square feet): $25 cancellation fee

Move-Out Cleaning or Extensive Service: $25 cancellation fee

Recurring Service Cancellation: $10 cancellation fee per occurrence

The cancellation fee will be automatically charged to the payment method on file.

2.2 No-Shows (Failure to Provide Access)

If you fail to provide access to your property at the scheduled time (incorrect codes, not home, locked out, etc.), this is considered a no-show and you will be charged 100% of the scheduled service amount. You will be immediately removed from the schedule and your account may be suspended or terminated.

2.3 Same-Day Cancellations

Cancellations made on the day of service are treated the same as no-shows and will result in a charge of 100% of the full service amount. This is non-negotiable and non-refundable.

3. WHY WE ARE STRICT ABOUT CANCELLATIONS

We want you to understand the real impact of last-minute cancellations on our business:

3.1 Contractor Livelihood

Our independent contractors depend on scheduled work to earn their income. When you cancel last-minute, contractors lose income they were counting on. They cannot find replacement work on such short notice, and this directly affects their ability to pay bills and support their families.

3.2 Lost Revenue & Wasted Resources

When you book an appointment, we turn away other potential customers for that time slot. We assign equipment, supplies, and personnel specifically for your job. We plan routes and schedules around your booking. Last-minute cancellations mean we cannot reassign that time slot, resulting in direct financial loss.

3.3 Operational Disruption

Your cancellation creates a domino effect. It disrupts carefully planned schedules and routes, wastes administrative time spent on coordination, forces us to scramble to fill gaps or reassign contractors, and impacts our ability to serve other customers efficiently.

3.4 Fairness to Other Customers

Other customers who wanted your time slot were turned away because you held that reservation. When you cancel last-minute, those customers have already made other arrangements and we cannot serve them.

3.5 Pattern of Abuse

Repeated last-minute cancellations show a lack of respect for our business and our team. We will not tolerate chronic cancellation behavior.

4. REPEATED CANCELLATIONS - ACCOUNT CONSEQUENCES

We track all cancellations and will take progressive action against accounts that demonstrate a pattern of unreliability.

4.1 Strike System

First Late Cancellation (less than 24 hours): Cancellation fee applied plus written warning

Second Late Cancellation within 6 months: Double cancellation fee plus final warning

Third Late Cancellation within 6 months: Account termination plus permanent ban from service

4.2 Recurring Service Customers

For customers with recurring cleaning schedules, two late cancellations will result in removal from the recurring schedule. You must prepay for future services to continue and may be denied recurring service privileges permanently.

5. ACCEPTABLE REASONS FOR EMERGENCY CANCELLATION

We understand that true emergencies happen. The following situations may qualify for waived cancellation fees at our sole discretion:

5.1 Medical Emergencies

Hospitalization or serious illness requiring immediate medical attention. Documentation required, such as hospital admission records or doctor's note.

5.2 Family Emergencies

Death in the immediate family. Documentation required, such as obituary or death certificate.

5.3 Natural Disasters or Severe Weather

Government-issued evacuation orders or severe weather warnings that make travel unsafe. Must be officially documented.

5.4 Property Emergencies

Flooding, fire, or other property damage making access impossible. Documentation required, such as police report, fire department report, or insurance claim.

IMPORTANT: Emergency exceptions are granted on a case-by-case basis and require supporting documentation. You must contact us immediately when the emergency occurs and provide documentation within 48 hours. Simply claiming an emergency does not automatically waive fees. We reserve the right to verify all emergency claims.

6. WHAT DOES NOT QUALIFY AS AN EXCUSE

The following reasons will NOT exempt you from cancellation fees:

• "I forgot about the appointment"

• "Something came up"

• "I'm too busy"

• "I'm not home"

• "I changed my mind"

• "I found another service"

• "I don't have the money right now"

• "My schedule changed"

• "I have to work"

• "I'm going out of town" (unless you notify us 24+ hours in advance)

• "I didn't see the reminder"

• "I thought I cancelled earlier"

Personal inconvenience is not an emergency. Plan accordingly and communicate with us in advance.

7. RESCHEDULING POLICY

If you need to change your appointment time but not cancel entirely:

7.1 24+ Hours Notice

Rescheduling is FREE to any available time slot with no fees and no penalties. Changes are subject to availability.

7.2 Less than 24 Hours Notice

You must pay the full cancellation fee. A new appointment must be scheduled AND paid for in advance, subject to availability.

7.3 Recurring Service Changes

Changes to recurring schedules must be made at least 7 days in advance. Permanent schedule changes require written notice. Temporary skip or pause of a cleaning requires 24+ hours notice.

8. WEATHER-RELATED CANCELLATIONS

8.1 Contractor Safety

If Novara Cleaning determines that weather conditions make it unsafe for our contractors to travel or work, we will cancel or reschedule at no charge to you. You will be notified as soon as possible and we will work with you to reschedule at your earliest convenience.

8.2 Customer-Initiated Weather Cancellations

If you want to cancel due to weather, the standard 24-hour cancellation policy applies unless there is an official weather emergency. Minor rain, snow, or cold weather does not qualify for fee waiver. It must be a documented severe weather event such as tornado warning, blizzard, or hurricane.

9. PAYMENT OF CANCELLATION FEES

9.1 Automatic Charging

Cancellation fees will be automatically charged to the credit card or payment method on file immediately upon cancellation within the 24-hour window.

9.2 Failed Payment

If the payment method on file is declined, your account will be suspended immediately. You will be contacted for alternative payment and a $25 failed payment fee will be added. No future services will be scheduled until the balance is paid in full. Your account may be sent to collections if payment is not received within 14 days.

9.3 Dispute of Cancellation Fees

If you believe a cancellation fee was charged in error, contact us within 48 hours of the charge with documentation supporting your claim. Disputes submitted after 48 hours will not be reviewed.

Do NOT initiate a chargeback. See our Terms of Service for our chargeback fraud policy. Chargebacks for legitimate cancellation fees will be treated as fraud and may result in account termination, legal action to recover fees plus costs, and reporting to collections and credit bureaus.

10. ACCESS AND PROPERTY INFORMATION

To avoid no-show fees, you MUST provide:

• Accurate property address

• Working access codes (gate codes, door codes, lockbox codes)

• Clear parking instructions

• Pet information and securing instructions

• Any special access requirements

Your responsibility to ensure our contractor can access your property starts at the scheduled time.

If access information is incorrect and our contractor cannot enter, this is considered a no-show. The full service fee will be charged and no refund or credit will be issued.

11. CONTRACTOR NO-SHOWS OR ISSUES

If our contractor fails to show up or arrives significantly late due to our error, you will NOT be charged. We will reschedule at your convenience with priority scheduling and you may receive a discount on your next service as an apology.

We hold ourselves to the same standards we expect from our customers.

12. ACCOUNT TERMINATION FOR POLICY VIOLATIONS

Novara Cleaning reserves the right to immediately terminate your account and refuse future service if:

• You have three or more late cancellations within 6 months

• You repeatedly fail to provide correct access information

• You initiate chargebacks for legitimate cancellation fees

• You demonstrate abusive, threatening, or disrespectful behavior toward our team

• You violate any other terms of our Service Agreement

Terminated accounts will not be eligible for refunds or credits.

13. REFUND POLICY FOR CANCELLATIONS

13.1 Before 24 Hours

If you cancel more than 24 hours in advance, no fees are charged and any prepayments are fully refunded or credited.

13.2 Within 24 Hours

If you cancel within 24 hours, the cancellation fee is non-refundable and no credits or future discounts will be issued.

13.3 No-Shows

Full service charges for no-shows are non-refundable, non-creditable, and non-negotiable.

14. MODIFICATION OF THIS POLICY

Novara Cleaning reserves the right to modify this Cancellation Policy at any time. Changes will be effective immediately upon posting on our website and notification to customers. Continued use of our services after policy changes constitutes acceptance of the updated terms.

15. CONTACT INFORMATION

Questions about this Cancellation Policy?

Novara Cleaning

Email: cancellations@novaracleaning.com

Phone: [Insert Phone Number]

For cancellations or rescheduling requests, contact us immediately at the above information.

16. ACKNOWLEDGMENT

By booking a cleaning service with Novara Cleaning, you acknowledge that:

• You have read and understand this Cancellation Policy

• You agree to provide at least 24 hours notice for cancellations or rescheduling

• You understand cancellation fees will be charged for violations

• You accept responsibility for providing accurate access information

• You understand repeated violations may result in account termination

• You agree this policy is strict and will be enforced

We appreciate customers who respect our time, our contractors, and our business operations. Thank you for your understanding and cooperation.