REFUND, CANCELLATION & RESCHEDULING POLICY
VantaClean (Vanta Cleaning Co., LLC)
Effective Date: November 19,2025
This policy outlines VantaClean’s rules on refunds, cancellations, rescheduling, and lockouts. By booking a cleaning service with VantaClean, you acknowledge that you have read, understood, and agree to the terms below.
1. NO REFUNDS
All payments made to VantaClean are **non-refundable**. Cleaning services require labor, scheduling, and assigned time slots, and for this reason, all sales are final.
VantaClean does not provide refunds for:
* General dissatisfaction
* Cancellations outside the allowed window
* Access issues (lockouts, wrong codes, no key provided)
* Incorrect booking information
* Missed appointments caused by the customer
* Changes in property condition or size from what was described during booking
However, we do offer a **Satisfaction Re-Clean Guarantee** (see Section 2).
2. SATISFACTION RE-CLEAN GUARANTEE
While refunds are not offered, customer satisfaction is important to us. If you are unhappy with any areas of the cleaning:
* You must notify us **within 24 hours** of the appointment start time.
* Provide a list of the missed or unsatisfactory areas (photos recommended).
* We will return to re-clean those specific areas **at no additional cost**.
* Re-cleans are performed within **24–72 hours**, depending on availability.
Re-cleans are limited to:
* Areas originally included in your cleaning package
* Areas reported within 24 hours
* Reasonable corrections (not deep cleaning requests during a standard clean)
Re-cleans may be denied if:
* More than 24 hours have passed
* You or another company have already cleaned the area
* The issue stems from tasks not included in the original booking
* Home conditions prevented proper cleaning (clutter, hoarding, heavy buildup)
* Access to the property is not provided for the re-clean
3. CANCELLATION POLICY
To cancel your appointment **without a fee**, you must notify us **more than 24 hours** before your scheduled start time.
Cancellations within 24 hours
Cancellations within **24 hours** of the appointment are subject to a **$79 late cancellation fee**.
This includes cancellations due to:
* Change of plans
* Illness without prior notice
* Same-day cancellations
* Forgetting the appointment
* Not needing the cleaning anymore
* Other preventable circumstances
The fee covers the cleaner’s scheduled time block and lost availability.
4. RESCHEDULING POLICY
Rescheduling an appointment **more than 24 hours** before your appointment is free.
Rescheduling **within 24 hours** follows the same rules as cancellations and may result in a **$79 late change fee**.
After rescheduling, the appointment may still be canceled for a **$79 cancellation fee**, unless more than 24 hours’ notice is given.
5. LOCKOUTS & ACCESS ISSUES
A “lockout” occurs when our cleaners arrive but cannot access the home due to:
* Incorrect gate codes or door codes
* No key in lockbox
* Door locked unexpectedly
* No one home to provide entry
* Alarm not disabled
* Unsafe conditions preventing entry
* Pets or obstacles blocking access
If we cannot reach you within **15 minutes**, the appointment may be considered a **lockout cancellation**, and a **$79 fee** will apply.
For homes outside our core service area, an additional travel fee may apply for lockouts.
6. INCORRECT OR INCOMPLETE BOOKING INFORMATION
If the home’s size, condition, or layout is significantly different from what was selected during booking, VantaClean may:
* Adjust the service cost
* Switch the job to hourly pricing
* Refuse or terminate the service
In these cases, **no refunds** will be issued.
Providing accurate information helps us deliver the best service.
7. CLEANER SAFETY CANCELLATIONS
VantaClean reserves the right to cancel or refuse service at any time if cleaners encounter:
* Aggressive pets
* Unsafe or unsanitary conditions
* Hazardous environments
* Violent or threatening behavior
* Biohazards or infestations
* Anything outside the scope of safe cleaning
If the unsafe condition was preventable or undisclosed, a **$79 cancellation fee** may apply.
8. WEATHER & EMERGENCY CANCELLATIONS
If severe weather, power outages, or unexpected events prevent us from safely reaching your home, we will:
* Attempt to reschedule at no charge
* Notify you as early as possible
Customer-initiated cancellations during weather events without valid reason may still incur the standard $79 fee.
9. PAYMENT DISPUTES
Initiating a chargeback or dispute with your bank does not exempt you from this policy.
If a dispute is filed:
* We will provide all documentation proving the service was rendered
* We reserve the right to pursue the outstanding balance plus fees
* Future services may be suspended or terminated
10. CONTACT INFORMATION
For questions or changes to your appointment:
VantaClean (Vanta Cleaning Co., LLC)
Email:support@vantacleaning.com
Phone:
Website: VantaCleaning.com