Refund policy

Refunds, cleaning service payments, and scheduled appointment charges.

Cleaning services are provided by Luxe & Tidy according to the scope, schedule, and arrangements confirmed when a booking is made. Because each appointment involves reserved staff time, preparation, supplies, and service coordination, refund eligibility depends on the type of cleaning purchased, whether work has already started or been completed, and the cancellation conditions communicated before confirmation. Any applicable payment requirements, booking changes, and cancellation terms are provided as part of the service arrangement so customers can review them before committing to an appointment.

Before the service begins

If Luxe & Tidy cancels a confirmed cleaning appointment before work begins and cannot arrange a suitable replacement date or time, the customer will not be charged for the cancelled service. If a customer needs to cancel, reschedule, or modify an appointment, the notice period and conditions stated in the booking confirmation will apply. We encourage customers to contact our team as early as possible so that we can review scheduling alternatives and make reasonable arrangements. Changes requested shortly before the scheduled arrival may be subject to the cancellation terms communicated when the booking was accepted.

Deposits or prepayments

A deposit or advance payment may be requested for deep cleaning, move-in or move-out cleaning, larger properties, or appointments requiring additional preparation and staffing. Any amount collected in advance will be applied to the relevant service as explained during the booking process. Refund eligibility depends on the cleaning package, the amount of notice provided for cancellation, whether preparations or work have already begun, and the conditions confirmed before payment. Recurring cleaning payments and scheduled service charges are handled according to the agreed billing arrangement and any cancellation provisions included in the customer's service confirmation.

Service concerns

Please contact Luxe & Tidy as soon as possible if you have a concern about the quality, scope, completion, or scheduling of a cleaning appointment. Include the service date, the property or area involved, and a clear description of the issue so our team can review the circumstances accurately. Where appropriate, we may arrange a follow-up visit, an adjustment to the service, a correction to the account, or another reasonable resolution. Any proposed remedy will depend on the work originally agreed, the condition of the property, the details of the reported concern, and the practical availability of our cleaning team. We aim to assess each request fairly and communicate the available next steps clearly.

Payment errors

Duplicate transactions, incorrect service charges, or other apparent billing errors can be reviewed when you provide the appointment date, the payment method used, and any available receipt or transaction reference. Our team may request additional information when necessary to identify the payment and verify the circumstances. If an error is confirmed, Luxe & Tidy will arrange an appropriate billing correction or refund through the applicable payment process. Processing times may depend on the payment provider, financial institution, and transaction method, and a completed refund may not appear immediately in the original account. We will communicate any relevant confirmation or further requirements during the review.