Refund Policy
Last Updated: June 10th, 2025
At NovaClean, we want you to feel confident booking with us. Please review our refund and cancellation terms below.
General Policy
• Full payment is required at the time of booking for all services.
• Your payment secures your appointment and is subject to the following policies.
Cancellations & Refunds
Cancellations more than 48 hours before your appointment:
• You are eligible for a full refund to your original payment method.
• Refunds are processed within 3–5 business days.
Cancellations within 48 hours of your appointment:
• No refund will be issued.
• This includes same-day bookings and late cancellations.
Missed appointments or no-show:
• If we cannot access your property at the scheduled time (due to lack of access, locked doors, or no response), your payment will not be refunded.
• Please ensure someone is available or provide clear entry instructions.
Rescheduling
• You can reschedule free of charge if you request it more than 48 hours before your appointment.
• If you need to reschedule within 48 hours, your payment will be forfeited and a new booking is required.
• We do not offer partial refunds for appointments rescheduled within 48 hours.
Service Adjustments & Quality Concerns
If you are not satisfied with your cleaning:
• Please contact us within 24 hours of your appointment.
• We will offer a complimentary re-clean of any missed areas as soon as possible.
• Refunds are not offered for completed services, except at our discretion if we are unable to resolve your concern with a re-clean.
If your space is unsafe or not as described:
• If our team finds the environment unsafe, hazardous, or not as described (for example: pest infestation, biohazards, or extreme conditions), we reserve the right to cancel the service on the spot.
• In these cases, your payment will not be refunded.
Weather or Emergency Delays
• If severe weather or an emergency prevents us from reaching your location, we will reschedule your appointment at no extra cost.
• If rescheduling is not possible, you will receive a full refund.
Exceptions
• Gift cards, promotional credits, and loyalty rewards are non-refundable and cannot be redeemed for cash.
• For recurring service plans, cancellation and refund terms apply to each scheduled visit individually.
How to Request a Refund or Report a Concern
• Email us at info@usenovaclean.com or use the contact form on our website.
• Include your name, appointment date, address, and a brief description of your concern.
• Requests for quality concerns must be submitted within 24 hours of your service; cancellations must be submitted before the 48-hour deadline.
Changes to This Policy
• NovaClean reserves the right to update this refund policy at any time. The version in effect at the time of your booking will apply.
Questions?
If you have any questions about our refund policy, please contact us. We’re here to help!