Cancellation and Rescheduling Policy

Plans change. This page says exactly what happens to your booking and your card when they do. The same numbers appear at checkout, in your confirmation email, and in your customer portal, and they all come from one setting in our booking system.

Securing your booking

Every booking is secured at checkout: pay in full and save 2%, or pay a 50% deposit that comes off your final bill.

Rescheduling

Moving your visit is free, and your payment moves with it. One move inside the last 24 hours is free; a second move inside 24 hours counts as a late cancellation. A visit moved inside 24 hours keeps the cancellation terms it had when it was moved.

A second move inside 24 hours counts as a cancellation, at the fee for that moment.

Cancelling

• If you cancel, we charge a share of the whole booked price, never less than $100 and never more than the booked price. Your card is held for the booking and charged for any fee your payment does not cover.
• Cancel 7 or more days ahead: 25% (at least $100); the rest of what you paid goes back to your card, or stays as account credit if you prefer.
• 3 to 7 days ahead: 35%. 24 to 72 hours ahead: 65%. Anything you paid above the fee becomes account credit for 12 months; if you paid less, the difference is charged to your card on file.
• Less than 24 hours ahead: 80% of the booked price.
• If you cancel or turn us away once our crew is on the way or has arrived, the full booked price is kept. If no one lets us in and we cannot reach you within 15 minutes of arrival, it counts as a lockout.
• A medical emergency, a death in the family or severe weather is reviewed by our office; if it is confirmed, we may waive the fee. Any other reason follows this policy.
• We assign cleaners as your visit gets close and send your cleaner's name by the day before. Not yet having a cleaner assigned or confirmed is not a reason to cancel free of charge; this policy applies.

Before you confirm a cancellation, your portal (or the manage link in your email) shows the exact dollars: what we keep, what becomes credit and anything charged to your card. If we ever cancel a visit ourselves, you get a full refund, or account credit if you prefer.

Account credit

Cancellation credit is good for 12 months, comes off your next booking automatically and shows in your account under Billing.

After you book

After you book, our office manager calls you (or texts if we cannot reach you) to confirm your home and what we clean.

We price from what you tell us at booking. If your home is larger, has more rooms or needs more work than booked, our crew shows you the added price before starting: you approve it, or we clean only what was booked. If we cannot reach you to confirm, the booking stands as made and this rule applies on the day. If other people clean at the same time, our price still covers our crew's time on what was booked.

Questions about a charge

If you disagree with a charge, call us first; we answer within one business day. Signed this agreement in person at your home? You may cancel within 3 business days of signing for a full refund.

No-shows and lockouts

No-show or lockout (our crew arrives and cannot get in): 100% of the booked price plus a $15 trip fee. Please make sure we can get in: a lockbox code, a smart-lock code, or someone home.

Short-notice bookings

Booking a visit less than 24 hours before the appointment adds a flat $100 short-notice fee. The booking page shows the fee before you pay.

Recurring plans

Pause, skip a visit, or cancel your plan any time from your customer portal. Each visit follows the rules above, so skip a visit more than 24 hours ahead and there is no fee; anything you paid for it stays on your account as credit.

Our promise back

Re-clean guarantee: if an area you booked was missed, tell us within 24 hours with dated photos of each area. If our review against the crew's after-photos shows it was not done, we come back once to re-clean that area at no charge. All seven conditions are in our terms, section 4.

Booked before October 5, 2026?

Booked before October 5, 2026? Your visit keeps the policy you agreed to: free to cancel until 24 hours before, 25% of the booked price inside 24 hours, and a no-show or lockout is charged in full plus a $15 trip fee.

• Cancel more than 24 hours before your appointment at no charge. Any card hold is released in full.
• Rescheduling is free at any time, subject to availability. Move the visit instead of cancelling and nothing is charged. Move it inside 24 hours and cancel later, and the 25% late-cancel charge it had at the move still applies.
• Cancel inside 24 hours of your appointment and 25% of the booked price is charged, taken from the card hold or the card on file. The rest of the hold is released.
• No-show or lockout (our crew arrives and cannot get in): 100% of the booked price plus a $15 trip fee.

Our team

Our cleaners work only through Wasatch Cleaners. While you are a customer and for 12 months after your last visit, please do not hire a cleaner you met through us directly or through another company. If you would like to, just ask: we can arrange it for a one-time placement fee of $1,500. This protects the insurance, training and guarantee that come with every visit.

Disputes

Email billing@wasatch-cleaners.com within 30 days of the charge with your booking ID. We waive fees for genuine emergencies (medical, weather, family).

Where this applies

These terms are part of our Terms of Service (section 2). Wasatch Cleaners LLC, 2875 S Main St Ste 202, South Salt Lake, UT 84115, (385) 213-8900.