Cancellation & refund policy
Our crews plan their day around your slot, so late cancellations mean a cleaner loses paid hours. These fees exist to cover that — not to make money. If something unexpected happens, call us; we're reasonable.
Cancelling or rescheduling
| When you tell us | What it costs |
|---|---|
| More than 24 hours before the start of your arrival window | Nothing. Cancel or move as often as you need. |
| Less than 24 hours before, but before the crew has left for your address | $40 late-cancellation fee |
| After the crew is on the way, or when they arrive | 50% of the booked price |
| We can't get in (no key, wrong code, nobody home) after trying to reach you for 20 minutes | 50% of the booked price ("lockout fee") |
To cancel or reschedule, text or call (503) 868-6458, reply to your confirmation message, or email info@relianceconsultgroup.com. The time we receive your message is what counts.
Weather and emergencies
If the City of Newark or the State declares a weather emergency, or the crew can't safely reach you, we'll reschedule at no charge to either side. Fees are also waived for genuine emergencies — a hospital visit, a death in the family — no proof required; just tell us.
If we cancel
If we have to cancel with less than 24 hours' notice for a reason within our control (for example, staff illness with no cover), we'll reschedule as soon as possible and give you $25 off that visit.
Recurring plans
Skip, pause, or cancel your plan any time with 24 hours' notice — no fee, no contract. Skipping three or more consecutive visits may mean your next clean is charged at the one-time rate, since the home will need more work.
Refunds
- Quality issues: because we offer a free re-clean within 24 hours of reporting, we generally don't refund for quality. If a re-clean isn't practical (for example, you've already moved out), we'll refund a fair proportion of the price for the items missed.
- Overcharges or duplicate payments: refunded in full within 5 business days to the original payment method.
- Visits that end early due to our fault: you pay only for the work completed.
- Deposits: we don't take deposits from residential customers. Post-construction and large commercial jobs may require a deposit under a written agreement, which sets out its own refund terms.
Refunds to a card usually appear within 5–10 business days depending on your bank.
Disputes
If you disagree with a fee, tell us. Our operations lead reviews every dispute personally and will reply within two business days. See section 16 of the terms for what happens if we still can't agree.