CANCELLATION POLICY, REFUNDS & SERVICE GUARANTEE

1. Service Guarantee (The “Re-Clean” Policy) At White Croc Cleaning, we take pride in our work. Because cleaning is a subjective service, we do not offer cash refunds. However, we want you to be 100% satisfied.

  • How it works: If you are not satisfied with any area of your cleaning, you must notify us within 12 hours of the service completion.

  • Inspection & Remedy: A White Croc Cleaning supervisor or team member will inspect the reported area. If the quality does not meet our professional standards, we will return to re-clean those specific areas at no extra cost.

  • Limitations: Complaints made after the 12-hour window will be considered a closed service and are not eligible for a re-clean. We do not issue refunds for “change of mind” or for services fully rendered.

2. Cancellations & Rescheduling (48-Hour Rule) We reserve your appointment time exclusively for you. To respect our staff’s schedule and income, we strictly enforce the following:

  • Rescheduling: You may reschedule your cleaning for free if you notify us at least 48 hours before your scheduled arrival window.

  • Cancellations: If you wish to cancel your service completely, you must do so at least 48 hours in advance.

3. Refunds & Processing Fees If you cancel your appointment outside the penalty window (more than 48 hours in advance) and request a refund to your original payment method, a 5% Administrative & Processing Fee will be deducted from the refunded amount. This fee covers credit card transaction costs and administrative time.

  • Example: If you paid $200, your refund will be $190.

  • To avoid this fee, you may opt to keep the full amount as a store credit for a future cleaning.

4. Late Cancellations & Lockouts

  • Cancellations made less than 48 hours before the service are subject to a cancellation fee of $50 (or 50% of the service value, whichever is greater).

  • Lockouts: If our team arrives and cannot access the property (no key, wrong code, or turned away at the door), the full service price or a lockout fee will be charged to cover our team’s travel and lost time.

Need help?

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