Cancellation and lockout
To cancel a scheduled cleaning, contact us by phone, text or email as early as possible. With 24 hours' notice or more before the scheduled start there is no cancellation fee. With less than 24 hours' notice, including a cancellation on the day of service, the late-cancellation fee is 50% of the job price shown on your estimate. If the team arrives and cannot access the property at the scheduled time, or nobody is there to let the team in (a "lockout"), the team waits 15 minutes and tries to reach you; after that the same fee of 50% of the job price applies. Emergencies happen: call or text us at (504) 355-9525 and we will work with you.
Rescheduling
Rescheduling is free with at least 24 hours' notice, by phone, text or email, and we will offer the next available time. With less than 24 hours' notice the late-cancellation fee above may apply. If we must reschedule because of weather, illness or an emergency, we will tell you as early as possible and offer the next available time.
Satisfaction and re-clean
If something included in the scope was missed, tell us within 24 hours of the service, with a description or photo. We will return to re-clean the area at no charge. This covers tasks in the agreed scope. It does not cover areas the team could not reach or was asked to skip, conditions disclosed as pre-existing, or issues reported after 24 hours. The remedy is a re-clean; refunds are handled under the Refunds policy below.
Condition difference
The price on your estimate is based on what you told us about the home: its size, condition, pets, clutter and the rooms included. If the team arrives and the home is not as described, the price may change. We will not silently change the price: the team documents the difference with photos and tells you the new price, scope or time first. No additional work is performed and nothing extra is charged without your approval. If you do not approve, the team completes the work as quoted where that is possible, or the Safety and Refusal of Service policy applies.
Payment
Payment is due on completion of the service unless other terms are written on the estimate. Accepted payment methods are shown on the invoice. If a payment is returned or reversed, you pay the amount owed plus any bank fee charged to us. Unpaid balances may pause future service. Online payments are processed by our payment provider on its own secure page; we never see or store card numbers.
Deposits
If a deposit is shown on the estimate, the appointment is confirmed only after the deposit is paid. The deposit is applied to the final invoice. Whether the deposit is refundable is stated on the estimate. A refundable deposit is refunded in full if you cancel at least 24 hours before the appointment, or if we cancel. With less notice, the late-cancellation fee in the Cancellation and Lockout policy is taken from the deposit and the rest is refunded within 5 business days. Refunds go back to the payment method the deposit was paid with.
Refunds
If we cannot fix a problem with a re-clean, we will offer a partial credit or refund for the affected part of the service. Refunds go back to the original payment method within 5 to 10 business days. Completed work that matched the agreed scope is not refunded.
Breakage and damage
If something is damaged during a service, tell us within 24 hours, with photos. We will inspect and respond within 2 business days. The repair or replacement terms, limits of liability and exclusions are being written by a Louisiana attorney and will be published here when they are ready; until then, we handle each report individually and in writing.
Photography
The team takes before and after photos of the areas it cleans, to document the work and to protect both you and us. Photos avoid people, documents and valuables where possible and are stored privately. Photos are never posted or used for marketing without your written permission. You may ask us not to take photos; the request is noted on your account.
Access, keys and codes
You provide a safe way to enter the property at the scheduled time (someone present, lockbox, key or door code). Keys and codes given to us are used only to perform the service. We hold a key only at your written request. Keys are tagged with a code, never the address, stored locked, and returned within 3 business days of a request or when service ends. We are not responsible for re-keying costs unless the key was lost through our negligence.
Pets
Please secure pets that may be anxious around new people or equipment, and tell us about any pet-related areas or products to avoid. The team may stop work if an animal is aggressive.
Safety and refusal of service
The team may pause or decline work where conditions are unsafe, including: biohazards, needles, human or animal waste beyond the purchased scope, infestation, weapons or threats, no utilities, dangerous structural conditions, extreme hoarding outside the approved scope, or harassment. If the team cannot start or must stop for one of these reasons, the lockout fee in the Cancellation and Lockout policy applies. Work already completed is billed at the quoted price, pro-rated.
These policies have not yet been reviewed by an attorney. Questions? Call or text (504) 355-9525 or email info@fleurshinecleaning.com.
