Cancellation & Refund Policy

Validation campaign (May 2026)

During our 2026 validation campaign, we are not charging anything for missed reservations. If you can’t make a confirmed visit, tell us as soon as you can, even on the day, and we won’t bill you. We reserve the right to update this policy for future bookings; the standard policy below describes what we’ll move to once the campaign ends.

Standard policy (after campaign)

Free cancellation: 24+ hours notice

If you cancel or reschedule your reservation 24 hours or more before the confirmed arrival time, there is no charge. Just reply to your confirmation email or text us and we’ll move the visit at no cost.

Late cancellation: less than 24 hours

Cancellations or reschedules made less than 24 hours before the confirmed visit are charged at 50% of the quoted price, to cover the cleaner’s reserved time.

No-show or no access

If our cleaner arrives at the confirmed time and is unable to access the home (locked out, no answer, building access not arranged) we charge 100% of the quoted price.

Recurring reservations

You can pause or cancel a recurring schedule at any time, with no penalty, by replying to any of our emails or texting us. We don’t require advance notice to stop a recurring schedule beyond the standard 24-hour rule for the next visit.

Refunds for poor work

If you’re unhappy with a clean, tell us within 48 hours of the visit. We’ll come back and re-do whatever you’re unhappy with at no charge. If we can’t make it right, we’ll issue a full refund.

Contact

To cancel, reschedule, or report an issue, email team@mtlclean.co, use the contact page, or call us at (514) 757-3160.