Refund & Cancellation Policy

The Short Version

Our commitment is to complete the work you paid for — not to issue refunds. If something was missed, we fix it. We do not offer cash refunds for completed cleanings except in the specific cases below. By booking, you agree to give us the chance to correct any issue before any other remedy is considered.

Deposit Refunds

• Cancelled 24+ hours ahead — deposit refunded in full, or moved to a new date at no charge.
• Cancelled inside 24 hours — deposit is retained. Our cleaner is guaranteed pay for that reserved slot, so this covers their wage.
• We cancel, or a company error prevents the cleaning — full refund, always, and we prioritise rebooking you.

Same-Day Touch-Up

Notice something missed while our crew could still reasonably return — the same day as the cleaning, and the fix is quick (under 30 minutes to address)? Call or text us right away and we will send someone back to finish that specific spot at no charge. This is the fastest way to get any small miss corrected.

Dissatisfaction Review (Photo Required)

If you're seriously unhappy with the overall quality of a cleaning and it's past the same-day touch-up window, here's the process:

• Contact us within 48 hours with photos showing the areas you believe were not cleaned to standard.
• We review the photos against the service you booked. If they clearly show the work does not meet our standard, our remedy is to send a crew back and redo the cleaning at no charge.
• A redo, not a refund, is the resolution at this stage. We stand behind getting the job done right the first time it's practical to fix, not behind handing money back.

Refunds of Payment

Refunds of the amount paid are limited to these situations:

• We cancel your appointment, or a scheduling/company error means the cleaning did not happen.
• We were unable to perform the service at all on the day booked, through no fault of yours.

Outside of those two situations, we do not issue cash refunds for completed work. If you are dissatisfied with quality, the remedy is a redo under the Dissatisfaction Review process above, not a refund. We ask customers to commit to the service they've purchased and give us the opportunity to make it right by finishing the job, rather than requesting money back. Where a refund is approved, it goes back to the original card through Stripe and typically appears within 5–10 business days.

How to Request

Call or text 442.588.0028 or email info@lavenderhousecleaning.company with your name, service date, what went wrong, and photos if you're requesting a Dissatisfaction Review. We respond within two business days.

Questions? Call or text 442.588.0028 or email info@lavenderhousecleaning.company.