Cancellation, Rescheduling & Refund Policy

RAQUELITA CLEANING

CANCELLATION, RESCHEDULING & REFUND POLICY

Effective Date: [Insert Date]
Last Updated: [Insert Date]
Policy Version: 1.0

Business Location: Halifax, Nova Scotia, Canada
Website: [Official Website]
Customer Support: [Customer Support Email]
Telephone: [Business Phone Number]

1. INTRODUCTION

At Raquelita Cleaning, we understand that plans and circumstances can change.

Our Cancellation, Rescheduling & Refund Policy explains the procedures, deadlines and conditions that apply when customers wish to cancel or reschedule a booking, request a refund, or when Raquelita Cleaning needs to modify or cancel a scheduled service.

This policy applies to services booked through:

• The Raquelita Cleaning Official Website.
• Raquelita Client Portal.
• Direct customer service bookings.
• Other authorized booking channels.

This policy applies to residential cleaning, Airbnb and short-term rental cleaning, commercial cleaning, post-construction cleaning, Senior HomeCare, carpet cleaning and property management cleaning services.

This policy must be read together with our Terms & Conditions and any applicable Membership Agreement or separate service contract.

Nothing in this policy limits any rights or remedies available to customers under applicable consumer protection legislation in Nova Scotia or Canada.

2. CUSTOMER CANCELLATION POLICY

Customers may cancel an existing booking through the Raquelita Client Portal, using the cancellation link in their booking confirmation email, or by contacting our customer support team.

The following cancellation conditions apply.

2.1 Cancellations Made at Least 24 Hours Before the Appointment

Customers who cancel their booking at least 24 hours before the scheduled service start time may do so free of charge.

In these circumstances:

• No cancellation fee will apply.
• Any amount already paid for the cancelled service will be eligible for a full refund.
• The refund will be processed using the original payment method, subject to the applicable refund procedure.
• The appointment will be released from the booking calendar.
• Any associated reservation or booking status will be updated automatically.

The customer will receive an email confirming the cancellation.

2.2 Late Cancellations — Less Than 24 Hours

Cancellations made less than 24 hours before the scheduled appointment may be subject to a late cancellation fee of up to 50% of the service subtotal, before applicable taxes.

This fee is intended to reasonably compensate Raquelita Cleaning for costs associated with:

• Reserved cleaner working hours.
• Scheduling and administrative arrangements.
• Travel or preparation costs already incurred.
• The difficulty of reallocating the reserved appointment.
• Loss of available service capacity.

The applicable fee will depend on the circumstances of the cancellation and any costs reasonably incurred or expected.

Customers will not be charged an automatic penalty exceeding the disclosed limit.

Any amount collected above the applicable cancellation fee will be refunded.

2.3 Cancellation After the Service Team Has Been Dispatched

Where the cleaning team has already been dispatched, customers should contact Raquelita Cleaning immediately.

Depending on the circumstances and costs already incurred, the cancellation may be treated as a late cancellation or no-show.

We will assess each situation individually and communicate any applicable charges.

3. RESCHEDULING POLICY

Customers may request to change their appointment date or time.

3.1 Rescheduling at Least 24 Hours Before the Appointment

Rescheduling requests submitted at least 24 hours before the scheduled service may be completed free of charge, subject to availability.

Customers may request:

• A different date.
• A different appointment time.
• An alternative available service slot.

The customer will receive an updated booking confirmation once the change is approved.

3.2 Rescheduling Less Than 24 Hours Before the Appointment

Requests made less than 24 hours before the scheduled appointment may be treated as late cancellations and may be subject to the cancellation fee described in Section 2.2.

Any new appointment will be subject to availability.

3.3 Rescheduling Due to Operational Availability

If the requested time is unavailable, Raquelita Cleaning may offer alternative appointment times.

Customers are not required to accept an alternative appointment.

Where Raquelita Cleaning cannot reasonably provide the originally confirmed service, customers may choose an appropriate alternative arrangement or a refund for the service not performed.

4. NO-SHOW AND PROPERTY ACCESS POLICY

A no-show occurs when our cleaning team arrives at the agreed appointment time but cannot begin the service because the customer has not provided the necessary access or conditions required to complete the booking.

Examples include:

• Nobody is present to provide access when required.
• Keys or access cards have not been made available.
• Incorrect or expired access codes have been supplied.
• Lockbox instructions are incorrect.
• The customer is unavailable and the property cannot be accessed.
• The property is inaccessible due to circumstances within the customer's control.
• The working environment is unsafe because of undisclosed conditions.

4.1 Arrival and Waiting Procedure

When our team arrives and cannot access the property, reasonable attempts will be made to contact the customer using the contact information provided.

Where operationally reasonable, the team will allow a waiting period of up to 15 minutes.

If access cannot be obtained, the service may be recorded as a no-show.

4.2 No-Show Charges

A no-show charge of up to 100% of the service subtotal, before applicable taxes, may apply when:

• The team has arrived at the property.
• The customer has been given reasonable notice.
• The service cannot begin due to circumstances attributable to the customer.
• The reserved service capacity cannot reasonably be recovered.

The actual charge will be assessed according to the circumstances, the costs incurred and the amount of service capacity lost.

This charge is not intended to be an automatic penalty.

No no-show charge will apply where access could not be obtained because of an error or failure attributable to Raquelita Cleaning.

5. CANCELLATIONS INITIATED BY RAQUELITA CLEANING

Although we make reasonable efforts to honour confirmed bookings, circumstances may occasionally require us to cancel or modify an appointment.

Reasons may include:

• Staff illness or unexpected unavailability.
• Equipment failure.
• Vehicle or transportation problems.
• Severe weather.
• Unsafe working conditions.
• Emergencies.
• Operational disruptions.
• Other circumstances beyond our reasonable control.

When Raquelita Cleaning cancels a confirmed booking, customers will be offered:

Option A — Free Rescheduling

Select another available date and time without an additional rescheduling fee.

Option B — Full Refund

Receive a full refund for the service not performed.

If only part of the agreed service was completed, any charges and refund will be assessed fairly according to the work actually performed and applicable legal requirements.

Customers will be notified as soon as reasonably possible.

No customer cancellation or no-show fee will apply when the cancellation is initiated by Raquelita Cleaning.

6. WEATHER CONDITIONS AND EMERGENCY CIRCUMSTANCES

Severe weather and unexpected emergencies may affect our ability to provide services safely.

Examples include:

• Snowstorms.
• Freezing rain.
• Flooding.
• Road closures.
• Dangerous driving conditions.
• Power outages.
• Property emergencies.
• Natural disasters.
• Government restrictions.

Where these circumstances prevent us from safely providing a service, Raquelita Cleaning may postpone or cancel the appointment.

Customers will be notified and offered an alternative appointment or an appropriate refund for services not performed.

We will make reasonable efforts to minimize inconvenience.

7. REFUND ELIGIBILITY

Refunds may be available in the following situations:

• A booking is cancelled within the free cancellation period.
• Raquelita Cleaning cancels a confirmed service.
• A service is not performed.
• An appointment is cancelled under circumstances qualifying for a refund.
• A customer has paid more than the amount properly due.
• An approved partial refund is granted.
• An applicable legal right to a refund arises.

Refund eligibility will be assessed according to this policy, the applicable booking agreement and consumer protection legislation.

7.1 Full Refunds

A full refund may be issued when the customer is entitled to cancel without a fee or when Raquelita Cleaning cannot provide the confirmed service.

7.2 Partial Refunds

Partial refunds may be considered when:

• Only part of the agreed service was completed.
• The customer paid for an additional service that was not performed.
• An incorrect amount was charged.
• A service adjustment is approved following a quality review.
• A booking is modified and the final agreed price is lower than the amount paid.

The refund amount will be calculated based on the service scope, amount paid and circumstances.

7.3 Non-Refundable Amounts

There are no general non-refundable booking or administrative fees.

The only standard cancellation-related amounts that may be retained are the applicable late cancellation or no-show charges described in this policy.

This does not affect any mandatory refund rights under applicable law.

8. REFUND PROCESSING TIMES

Once a refund has been approved, Raquelita Cleaning aims to initiate the refund within 10 business days.

However, refunds required under applicable statutory consumer protection cancellation rights will be processed within the period required by law.

For certain cancelled internet sales contracts under Nova Scotia's Consumer Protection Act, the statutory refund period is 15 days from cancellation.

The time required for the funds to appear in the customer's account may depend on the payment provider and financial institution.

Customers will receive an email notification when the refund has been initiated.

9. REFUND METHODS

Refunds will normally be processed using the original payment method.

9.1 Stripe — Credit and Debit Card Payments

Card payments will be refunded through the original Stripe transaction to the card used for the purchase.

The time required for the refund to appear in the customer's account depends on the card issuer and financial institution.

Raquelita Cleaning will provide confirmation once the refund has been successfully submitted to the payment provider.

9.2 Interac e-Transfer Payments

Payments made through Interac e-Transfer will normally be refunded through an Interac e-Transfer to the verified original payer.

The customer may be asked to confirm the original sender email address or provide additional information to establish payment ownership.

Refunds must be verified and recorded by an authorized administrator.

The customer will receive notification once the refund transfer has been issued.

9.3 Payment Provider Delays

If a payment provider experiences technical problems or delays, we will notify the customer and provide relevant information regarding the refund status.

We will not mark a refund as completed until the refund has actually been initiated through the relevant payment method and the required confirmation has been recorded.

10. TAXES AND HST ON REFUNDS

Where a refund is approved, applicable HST will be adjusted proportionally to the amount refunded, as required by applicable tax rules.

The customer will receive an updated invoice, credit note or refund documentation where appropriate.

Tax adjustments will follow the applicable Canadian tax requirements.

11. INTERAC PAYMENTS — PENDING VERIFICATION

Customers who choose Interac e-Transfer must complete the transfer within the payment deadline displayed during checkout.

Each booking receives a unique payment reference.

Customers must include that reference in the message field of their bank transfer.

11.1 I Have Sent the Transfer

After sending the transfer, customers must return to their private booking page and select:

I Have Sent the Transfer

This action informs Raquelita Cleaning that the customer claims to have submitted the transfer.

It does not automatically confirm payment.

The transaction will remain:

Transfer Submitted — Awaiting Verification

until an authorized administrator verifies the deposit.

11.2 Payment Verification Delays

During verification, the appointment may remain temporarily reserved according to the booking hold period.

Where additional time is required, Raquelita Cleaning may extend the verification period.

Customers should not send another transfer for the same booking unless instructed by our team.

11.3 Expired Bookings

If the customer does not submit the payment notification before the displayed payment deadline, the booking may expire and the appointment time may be released.

If the customer has already sent the transfer but did not submit the notification before expiration, they must contact us immediately.

Any transfer received after a booking has expired will be investigated through our payment reconciliation process.

The customer will be offered an appropriate resolution, which may include a refund or a new booking, subject to availability and verification.

11.4 Rejected or Unverified Transfers

If a transfer cannot be located or verified, the customer may be asked to provide:

• Sender name.
• Date of transfer.
• Amount transferred.
• Bank transaction confirmation number, if available.
• Additional relevant information.

Customers must not submit banking passwords, account login credentials or unnecessary sensitive financial information.

If a transfer is rejected or additional information is required, our team will communicate the next steps.

12. MEMBERSHIP CANCELLATION POLICY

Customers enrolled in Raquelita Cleaning memberships may request cancellation through their Client Portal or customer support.

Memberships may include:

• Residential memberships.
• Airbnb Host memberships.
• Senior HomeCare memberships.
• Other recurring service plans.

12.1 Cancelling a Membership

Customers may request membership cancellation at any time.

To prevent the next scheduled renewal from being processed, cancellation requests should be submitted at least seven calendar days before the next renewal date.

If the request is received less than seven calendar days before the next renewal date, the upcoming payment may already be scheduled or processed. In that situation, cancellation will ordinarily take effect at the following renewal cycle.

The customer will be shown the effective cancellation date before confirming the cancellation.

All future renewals will stop after cancellation takes effect.

12.2 Membership Benefits

Membership benefits remain available until the effective cancellation date, subject to the terms of the selected plan.

12.3 Unused Membership Visits

Unused visits, cleaning credits and rollover benefits will be handled according to the specific membership agreement.

Unless the selected plan expressly provides rollover or refund rights, unused visits do not automatically become cash-refundable.

12.4 Membership Refunds

Membership refund requests will be assessed according to:

• The membership agreement.
• Payments already collected.
• Services already performed.
• Unused services.
• Applicable cancellation rights under the law.

Any recurring payment collected without the customer's valid authorization will be investigated and addressed appropriately.

13. SERVICE QUALITY COMPLAINTS AND CORRECTIVE CLEANING

Customer satisfaction is important to Raquelita Cleaning.

If a customer is dissatisfied with a completed service, we encourage them to contact us within 48 hours of service completion.

Customers should provide:

• Booking number.
• Description of the issue.
• Photographs where appropriate.
• Details of the affected area or task.

Our team will review the complaint and determine an appropriate resolution.

Depending on the circumstances, the resolution may include:

• Additional cleaning of the affected area.
• A corrective visit.
• A partial refund.
• Another reasonable service adjustment.

13.1 Corrective Cleaning

Where a service issue is attributable to the work performed by Raquelita Cleaning, we may arrange a corrective visit at no additional charge.

Corrective cleaning will be coordinated with the customer within a reasonable period and subject to availability.

13.2 Limitations

A corrective visit does not guarantee the removal of permanent stains, existing damage, structural defects or conditions outside the original service scope.

A 48-hour reporting period is requested to help with timely investigation and does not remove any statutory rights or legal remedies.

14. SPECIAL CONDITIONS FOR CARPET CLEANING

Carpet cleaning services may involve different treatment results depending on the carpet material and existing condition.

Customers should report any known issues before the appointment.

Where the customer is dissatisfied with the results, they should contact us within 48 hours, providing photographs and details of the affected areas where possible.

We may review the treatment performed and determine whether additional treatment is appropriate.

No refund or corrective cleaning can be guaranteed for:

• Permanent dye stains.
• Bleach damage.
• Pre-existing fibre damage.
• Stains that have penetrated carpet padding.
• Permanent wear and discolouration.
• Damage caused by previous treatments.

Any corrective treatment will be assessed according to the original service scope and professional cleaning limitations.

15. PARTIAL SERVICE COMPLETION

In some situations, a service may begin but cannot be fully completed.

Examples include:

• A customer requests that work stop.
• Unexpected property conditions prevent completion.
• A safety issue is discovered.
• The service takes longer than reasonably anticipated.
• Equipment failure interrupts the service.

In these cases, Raquelita Cleaning will review the work already completed and determine the appropriate adjustment.

Where a partial refund is appropriate, the amount will be calculated according to the work performed and the agreed service scope.

Customers will be informed of any relevant adjustment.

16. MULTIPLE PROPERTIES AND MULTI-SERVICE BOOKINGS

Customers booking services for multiple properties or several services under one booking may request individual cancellations or modifications where operationally possible.

Each property or service may have separate:

• Booking references.
• Service dates.
• Prices.
• Cancellation conditions.
• Payment records.

Cancellation of one property or service does not automatically cancel all other bookings.

Where an individual cancellation affects a package or discounted quotation, the revised price will be communicated before the change is completed.

17. CANCELLATION REQUEST PROCEDURE

Customers may cancel or reschedule their bookings using:

1. The cancellation or rescheduling link in their confirmation email.
2. Raquelita Client Portal.
3. Customer support email.
4. Business telephone number.
5. Another method that clearly communicates the customer's intention to cancel.

Customers should provide their booking number and relevant contact information.

The time of a request will be recorded using Halifax local time (Atlantic Time), taking into account applicable statutory rules for the delivery of cancellation notices.

A cancellation request is not dependent on receiving an immediate automated confirmation.

If customers do not receive confirmation, they should contact customer support to ensure the request has been recorded.

18. AUTOMATED BOOKING AND PAYMENT STATUS

For bookings managed through our digital platform, customers may see the following statuses:

Booking Status

• Booking Requested.
• Awaiting Payment.
• Confirmed.
• Assigned.
• In Progress.
• Completed.
• Cancelled.

Payment Status

• Pending.
• Interac Submitted.
• Awaiting Verification.
• Paid.
• Rejected.
• Refund Pending.
• Partially Refunded.
• Refunded.

Booking status and payment status are maintained separately.

A customer submitting an Interac notification does not mean that the funds have been received.

Customers can view their booking and payment history through the Raquelita Client Portal.

19. UNUSUAL OR EXCEPTIONAL CIRCUMSTANCES

Raquelita Cleaning understands that genuine emergencies may occur.

Examples include:

• Medical emergencies.
• Unexpected hospitalization.
• Serious family emergencies.
• Property damage.
• Road closures.
• Severe weather.
• Other exceptional circumstances.

Customers may contact us to explain their situation and request an exception to the standard policy.

Exceptions will be reviewed individually and handled fairly.

We reserve the right to waive or reduce cancellation charges where appropriate.

Any exception must be documented in the relevant booking record.

20. POLICY UPDATES

Raquelita Cleaning may update this policy to reflect changes in business operations, booking procedures, payment systems or applicable legal requirements.

The version applicable to a booking will be the version accepted by the customer when entering into that booking, subject to any mandatory legal rights.

Customers will be able to review the applicable policy through their booking confirmation and Client Portal.

21. CUSTOMER SUPPORT

For cancellation, rescheduling or refund assistance, please contact:

Raquelita Cleaning

Halifax, Nova Scotia, Canada.

Website: [Official Website]

Email: [Customer Support Email]

Telephone: [Business Phone Number]

Business Hours: [Insert Business Hours]

We aim to respond to customer inquiries as promptly as possible.

22. IMPORTANT CUSTOMER NOTICE

By placing a booking with Raquelita Cleaning, customers acknowledge that they have had the opportunity to review this Cancellation, Rescheduling & Refund Policy before completing their purchase.

This policy forms part of the agreement between the customer and Raquelita Cleaning.

Acceptance of this policy does not waive any rights or protections available under applicable consumer protection legislation in Nova Scotia or Canada.

END OF CANCELLATION, RESCHEDULING & REFUND POLICY

Raquelita Cleaning | Cleaning & Property Care