Refund policy
At Ivory Cleaning Group, we understand that plans can change. This policy outlines our approach to cancellations, rescheduling, and refunds. It is intended to be fair to both our clients and our cleaning team.
Cancellations & Rescheduling by the Client
No penalty — 24 hours or more notice If you need to cancel or reschedule your appointment, please notify us at least 24 hours before your scheduled service time. Cancellations or rescheduling requests made with 24 hours or more notice will not incur any fee.
$50 cancellation fee — less than 24 hours notice Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment are subject to a $50 cancellation fee. This fee reflects the time and resources reserved for your appointment.
$50 cancellation fee — property not accessible If our cleaner arrives at the scheduled time and is unable to access the property (for example, no one is home, a key is not available, or access has not been arranged), a $50 cancellation fee may apply. In these circumstances, any refund of amounts paid beyond the cancellation fee will be assessed based on the situation.
How to cancel or reschedule To cancel or reschedule, please contact us through our website or by email at the address provided in your booking confirmation.
Service Refused or Stopped Due to Unsafe Conditions
Ivory Cleaning Group reserves the right to refuse, pause, or discontinue a cleaning service if conditions at the property are deemed unsafe, hazardous, or materially different from what was disclosed at the time of booking. This includes, but is not limited to, situations involving hazardous substances, severe infestation, aggressive or uncontrolled animals, unsafe structural or electrical conditions, threatening or inappropriate behaviour, or any condition requiring specialized remediation or equipment beyond the scope of our services.
In these circumstances:
- Our cleaner may leave the property immediately if they reasonably believe their personal safety is at risk.
- No guarantee of a refund is made where service is refused or stopped due to conditions that were not disclosed prior to booking, denied access, or client or third-party behaviour.
- Any refund of amounts paid will be assessed based on the specific circumstances, including how much of the service, if any, was completed prior to the service being stopped.
- Where the situation allows, we will make reasonable efforts to discuss next steps with the client, which may include rescheduling once the relevant conditions have been resolved.
Cancellations by Ivory Cleaning Group
Occasionally, Ivory Cleaning Group may need to cancel or reschedule an appointment due to circumstances beyond our control, such as staff illness, severe weather, or other unforeseen events.
In such cases, we will notify you as promptly as possible and make every reasonable effort to offer an alternative appointment at a time that works for you.
If a cancellation is made by Ivory Cleaning Group and an alternative appointment cannot be arranged, you will receive a full refund of any amount paid for that appointment.
Satisfaction & Re-Cleans
If you are not satisfied with the quality of your cleaning, please notify us within 24 hours of service completion. We will make reasonable efforts to address the concern, which may include returning to re-clean the affected area at no additional charge.
Concerns reported after 24 hours, or where the property has been used or altered following the clean, may not qualify for a re-clean or refund.
General Refund Processing
Where a refund is determined to be applicable, it will be processed to the original payment method within a reasonable timeframe. Refund eligibility and amounts are assessed in accordance with this policy and, where applicable, our Terms of Service.
Contact Us
If you have questions about a cancellation, fee, or refund, please contact us before or after your appointment:
- Website: ivorycleaninggroup.com
- Phone: (613) 220-4380
- Email: info@ivorycleaninggroup.com
This policy forms part of Ivory Cleaning Group's Terms of Service and should be read together with our full Terms of Service.