Customer Policies

Cancellation Policy

We understand that plans change, and we strive to be as flexible as possible.

Cancellations with 24+ hours’ notice: No cancellation fee.

Cancellations within 12-24 hours of the scheduled cleaning: A 50% cancellation fee will 
apply.

Cancellations within 12 hours of the scheduled cleaning or no-shows: A 100% cancellation 
fee will apply.

Rescheduling: Clients may reschedule up to 12 hours before their booking without a fee.

For recurring clients (weekly, bi-weekly, or monthly), one short-notice cancellation per quarter (every 3 months) is allowed without penalty.

Refund Policy

Heron Cleaning is committed to providing top-quality service. However, due to the nature of our 
services, refunds are issued only under specific conditions.

Missed Service: If our team fails to show up for a scheduled cleaning without notice, the client 
is entitled to a full refund or a free rescheduled cleaning.

Unsatisfactory Service: If the client is dissatisfied and contacts us within 24 hours of the 
service, we will return to re-clean the missed areas at no extra cost.

Service Cancellation by Us: If we need to cancel a service for any reason and the client has 
already paid, a full refund will be issued.

Refunds are not granted if:

• The cleaning was completed but expectations were not communicated clearly beforehand.
• The client fails to provide access to the property at the scheduled time.

Satisfaction Guarantee

At Heron Cleaning, customer satisfaction is our top priority. 

• If a client is not satisfied with their cleaning, they must notify us within 24 hours.
• We will send a cleaner back to re-clean the missed areas at no additional cost.
• If a client is still dissatisfied after a re-clean, we will offer a partial refund or credit towards a future service, depending on the circumstances.

This guarantee ensures that our clients receive the high-quality service they expect and 
deserve