Cancellation, Rescheduling and Access Policy

1. Requests confirmed visits and notice

A saved request, preferred date or proposed change is not a confirmed appointment. No late-cancellation fee attaches to an unconfirmed request. For a future confirmed visit, record the agreed local arrival window, appointment time zone, applicable version and actual time we receive a cancellation/change request. A later team response cannot turn timely notice into late notice.

Use the account change/cancel action where available or hello@madecleanpros.com. A change request is received before it is approved; until confirmation, do not assume a new time is reserved. Tell us promptly if the date, property, scope, access or hazards have changed. Confirm any revised scope/price and provider commitment before affected work.

2. Recommended customer cancellation and rescheduling rule

Concrete recommendation — not an approved or activated commercial policy

Proposed launch clause: cancel or reschedule without a fee at least 24 hours before the start of the confirmed arrival window. Inside 24 hours, the maximum proposed late-cancellation fee is the lesser of $50 or 25% of the accepted service subtotal, excluding tax, tips and any separately waived amount. The same ceiling applies to a late reschedule only if it actually releases reserved capacity and a human determines compensation is appropriate; assess one event once. No fee is payable unless its exact policy and amount/formula were conspicuously disclosed and validly accepted before that visit.

Company/provider failure carries no customer fee. A human reviews emergencies, safety, notice failures, access accommodations, realistic reallocation/rescheduling and disputed responsibility. We recommend waiving a late-change fee when the slot is replaced without material loss, and permitting an emergency exception rather than an automatic charge. No full-service cancellation charge, repeated fee for the same loss, retroactive fee or discount clawback is proposed. Counsel must confirm a compensatory loss rationale and enforceability; publication does not activate collection.

3. Recommended no-access process

Concrete recommendation — not an approved or activated commercial policy

Proposed practical standard: after timely arrival at the correct confirmed property within its accepted window, make two reasonable lawful contact attempts over 15 minutes and promptly involve Operations. Record arrival, attempt and departure times without including entry codes in the incident narrative. If access is realistically imminent and the provider agrees, Operations may extend a safe wait to at most 30 minutes total. No person must remain unsafe, trespass, photograph private interiors routinely or use continuous GPS/face-and-house-number selfies to prove a report.

A human checks both accounts, correct instructions, timing, lawful attempted contact, safe waiting, emergencies, accommodation needs and Company/provider fault before deciding responsibility. Early arrival, wrong address, overlooked timely cancellation or unauthorized rescheduling is not customer lockout. Unresolved facts require review, not an automatic charge. Proposed work is not marked complete because access failed.

4. Recommended no-access charge and provider compensation

Concrete recommendation — not an approved or activated commercial policy

Recommended starting no-access fee: no customer fee at launch. Measure actual loss and reliability first; any later fee needs owner/counsel approval, a compensatory basis, prospective disclosure and explicit acceptance. This is a concrete conservative proposal, not permission to charge the full cleaning amount or infer a fee from a card hold. Providers do not impose or collect direct access charges.

Recommended provider rule, coordinated with the provider agreement: for customer/Company-caused cancellation after authorized travel begins or verified no access, pay the greater of $25 or 25% of the accepted fixed payout, capped at that payout; add separately approved extended wait or return work only by agreement. Company funds its obligation even if a customer fee is waived or uncollected. Before travel, release the commitment promptly without an automatic provider penalty; any separately agreed reservation compensation controls. Provider-caused failure requires fair fact review and an opportunity to respond, not an automatic deduction from other earned work. These proposed figures and the earning/payment schedule require owner/counsel approval before use.

5. Resolution holds review and continued rights

Explain cancellation, waiver, reschedule, any separately authorized fee and provider compensation as distinct decisions. Prevent further dispatch/start, withdraw outstanding offers appropriately, and arrange the lawful disposition of accepted provider commitments. Cancel/release unnecessary holds and record the actual processor result; a saved method or cleaning hold does not authorize an unaccepted fee. A bank may take time to reflect the release.

The customer and provider may submit relevant facts and request human review by business email or the account support route. Preserve versions, receipt times, reasons, minimal evidence, exceptions and money decisions. No fee agreement shortens lawful complaint or claim periods, prevents a charge dispute or resolves a separate damage/injury claim.

Sources reused and related documents

Customer v0.2 §7; original cancellation/no-access procedure; Step3 proposal reconciled with later decisions.

Earlier drafts and research are preserved. This revision supplies original Made Clean Pros language for this business model; competitor contracts are not adopted wholesale.

• Customer Service Agreement
• Pricing, Payment and Recurring Service Policy
• Quality, Re-cleans, Refunds and Claims Policy
• Independent Cleaning Provider Agreement
• Attorney Review Handoff and Decisions

Remaining review items: D3, D4, D5. These recommendations do not change accepted records.