top of page
Glove up! (IG_ _clay_edited_edited_edite

CANCELATION & REFUND POLICY




 

Cancellation, Refunds & Rescheduling Policy
 

SCRUBZ Cleaning Solutions LLC requires a minimum of 48 hours' notice for any cancellations or changes to your scheduled service. Fees for cancellations and reschedules are non-refundable. We understand that unexpected situations arise, but failing to cancel in time could prevent another customer from being served.

Therefore, SCRUBZ retains the right to process cancellation and rescheduling fees as follows:
 

  • Late Cancellation: If you cancel less than 48 hours before your appointment, you will be charged the full service rate. This includes missed, skipped, no-show, or lockout appointments.

  • Rescheduling Fee: Any appointments rescheduled with less than 48 hours' notice will incur a $50 rescheduling fee.

  • Late Reschedule & Cancel: If an appointment is rescheduled without 48-hour notice and later canceled, a full 100% cancellation fee will apply in addition to the $50 rescheduling fee.

  • Specialty Services: Cancellations for Organizational Services, or other specialty services without 48-hour notice will result in a charge of 50% of the quoted rate. Rescheduling without proper notice will incur a 25% rescheduling fee.
     

You can cancel or reschedule through:
 


Refund Policy

All services provided by SCRUBZ are final and non-refundable. However, if you're unsatisfied with a service, we will gladly schedule a complimentary "Re-Clean." You acknowledge that no refunds or partial refunds are offered for any service, including Essentials Standard Cleaning, Move-In/Move-Out Cleans, Revival Deep Cleans, Laundry Services, and any additional services. This includes fees for late cancellations and rescheduling.
 

Re-Clean Policy

If a re-clean is necessary due to our team’s oversight, you must report the issue within 24 hours of service. Please submit photos and descriptions of the missed areas to support@bookscrubz.com, text us at (917) 292.1037, or use live chat on our website.
 

Complaints must align with the tasks outlined in our cleaning checklist. If the concern falls within the checklist's scope, we will offer a complimentary re-clean. SCRUBZ does not offer re-cleans or future credits for complaints outside the scope of work or if the property is not in Average Condition.
 

The following conditions are not eligible for the Re-Clean guarantee:
 

  • Tasks not included in our cleaning checklist (found on our services page)

  • Homes not in Average Condition

  • Homes without electricity or water

  • Properties inaccurately described or booked (e.g., incorrect number of rooms or square footage)


Requests for re-cleans must be made within 48 hours of filing your initial complaint. We cannot guarantee re-cleans beyond that window.
 

Average Condition & Refusal of Service Policy

Our rates are calculated based on properties in "Average Condition," which means no significant clutter, neglect, or pest infestations. If a property exceeds these conditions—requiring excessive organization, hazardous waste removal, or deep cleaning due to poor maintenance—pricing will be adjusted accordingly, or we may refuse service. This includes tasks involving biohazardous materials like bodily fluids (human or animal), urine, feces, blood, or any hazardous chemicals. We also do not clean inside machines like dishwashers or washing machines.

​

Additionally, our team reserves the right to refuse service if a property presents unsafe conditions.

 

In such cases, applicable cancellation fees, as outlined in our policy, will apply.

​

Also not covered:

  • Cleaning biohazardous materials (e.g., blood, urine, feces)

  • Handling toxic or hazardous chemicals

  • Cleaning homes with pest or rodent infestations

  • Addressing extreme clutter situations (e.g., hoarding)

​

***Our providers have the right to leave if the home is found to be in “extreme condition” or if they feel unsafe, threatened, or disrespected by a customer.***

​

Enforcement of Cancellation Fees

If your home does not meet Average Condition standards upon arrival, or if we are unable to access the property, or feel unsafe or threatened, a full cancellation fee will apply. Additionally, failure to cancel within 48 hours will result in the enforcement of the 100% cancellation fee. Should additional labor be required for conditions not disclosed during booking, we may adjust pricing or refuse service.
 

Policy Rationale

We implement this policy to ensure:
 

  • Efficient Resource Allocation: Accurate scheduling and resource management are crucial for maintaining service quality.

  • Fairness: Consistency ensures fair treatment for all customers by avoiding disruptions caused by incorrect information or late changes.

  • Compensation for Lost Time: Cancellation fees help cover lost time, labor, and potential business that could have been scheduled during your appointment.
     

This policy is critical to upholding the exceptional standards that we pride ourselves on. It ensures that our team can deliver top-tier service consistently while safeguarding the well-being of both our staff and customers. By maintaining clear expectations and boundaries, we can focus on providing meticulous, detail-oriented care in every home we serve. This policy helps ensure that we can continue to offer an outstanding experience, tailored to the specific needs of every customer without compromising quality or safety.

bottom of page