REFUND & CANCELLATION POLICY
Chandler Heritage Cleaning Co. | Chandler, Texas
At Chandler Heritage Cleaning Co., we pride ourselves on delivering meticulous, high-
quality residential cleaning services. Because our industry is service-based, our policies
differ from traditional retail refund guidelines. We invest labor, time, and professional-
grade supplies into every appointment. Therefore, we do not offer cash refunds for services that have already been rendered.
Instead, we protect your investment through our comprehensive Heritage Satisfaction Guarantee. The following document outlines our official policies regarding satisfaction, cancellations, rescheduling, and property protection.
1. THE HERITAGE SATISFACTION GUARANTEE (RE-CLEAN POLICY)
Cleaning is inherently subjective, but our commitment to excellence is not. If we miss a spot
or fail to meet our rigorous standards, we will make it right at no additional cost to you.
The 24-Hour Rule: If you are dissatisfied with any area of your home included in your service package, you must notify us within 24 hours of the service completion.
Resolution Process: Upon receiving your notice, we will dispatch a team to re-clean the specific area(s) of concern within two (2) business days.
Documentation: We may request photos of the unsatisfactory areas to better
understand the issue and to train our staff.
Limitations: The Satisfaction Guarantee does not apply if you (or a representative) were present during the cleaning and explicitly approved the work before our team departed. It also does not cover areas that were not included in the original scope of work or quote.
2. CANCELLATIONS, RESCHEDULING, AND LOCKOUTS
When you book an appointment, we reserve that specific time, equipment, and staff exclusively for your home. Late cancellations directly impact our team members’ livelihoods and prevent us from serving other Chandler residents.
24-Hour Notice Requirement: We require a minimum of 24 hours’ notice for all cancellations or rescheduling requests.
Late Cancellation Fee: Appointments canceled or rescheduled with less than 24 hours’ notice will incur a strict $50.00 late fee, charged to the payment method on file.
Lockout Policy: If our cleaning technicians arrive at your property at the scheduled time and cannot gain entry (e.g., locked doors, changed gate codes, unsecured aggressive pets, or no-shows), the appointment will be considered a late cancellation, and the $50.00 lockout fee will be assessed.
Sickness/Emergencies: We understand that true emergencies and sudden illnesses occur. If you or someone in your home is sick with a contagious illness, please contact us immediately to reschedule without penalty to ensure the safety of our staff.
3. PRE-PAID PACKAGES AND RECURRING SERVICES
We offer discounted rates for clients who pre-pay for service bundles (e.g., 10 Cleans Package) or subscribe to recurring weekly/bi-weekly services.
Terminating a Package: If you purchase a pre-paid package and wish to cancel future services, you are entitled to a refund for the unused portion of the package on a case by case basis.
Proration: Because pre-paid packages reflect a heavily discounted rate, any cleanings already completed will be recalculated at their standard, non-discounted retail rate. The remaining balance (Original Payment – Retail Value of Completed Cleans) may be refunded to your original payment method based solely on our descretion.
Recurring Service Adjustments: You may pause, skip, or cancel recurring services at any time without a long-term contract penalty, provided you meet the 24-hour notice requirement for the next scheduled appointment.
4. MOVE-IN / MOVE-OUT SERVICE SPECIFICS
Move-In and Move-Out cleanings require specific property conditions to ensure a successful top-to-bottom reset.
Utilities: The property must have active electricity and running hot water. Without utilities, we cannot guarantee the quality of the clean, and our Satisfaction Guarantee will be voided.
Empty Property: For Move-In/Move-Out cleanings, the home must be completely empty of furniture, moving boxes, and debris. We do not remove bulk trash or haul away discarded items.
5. DAMAGE AND BREAKAGE POLICY
We treat your home with the utmost respect and care. Our staff is highly trained, and Chandler Heritage Cleaning Co. is fully insured.
Reporting: Any damage to your property or broken items must be reported within 24 hours of the service date.
Resolution: If our staff is found to be at fault, we will cover the cost to repair the item or reimburse you for its current fair market value.
Exclusions: We assume no liability for pre-existing damage, items that were improperly secured or mounted (e.g., heavy pictures hung with weak hardware, wobbly shelves), or highly delicate/irreplaceable items (e.g., family heirlooms, antiques) unless previously discussed and documented. We request that you secure all fragile items before our arrival.
6. POLICY UPDATES AND AGREEMENT
By booking a service with Chandler Heritage Cleaning Co., you agree to the terms outlined in this Refund and Cancellation Policy. We reserve the right to update or modify these terms at any time. Changes will be posted to our official website (https://chandlerheritagecleaning.com) and will take effect immediately for all subsequent bookings.
Chandler Heritage Cleaning Co. • www.chandlerheritagecleaning.com
Effective Date: April 2026 • Serving Chandler, TX and surrounding areas.