Cancellation Policy

1. Cancellation by Customer

• Free cancellation: cancel at least 24 hours before the scheduled appointment with no charge.
• Late cancellation (less than 24 hours): a cancellation fee of 50% of the service total applies.
• Same-day cancellation (less than 4 hours): the full service amount is charged.
• No-show (professional arrives and cannot access the property): the full service amount is charged.

2. Rescheduling

• You may reschedule your appointment at no cost if done at least 24 hours in advance.
• Rescheduling with less than 24 hours notice is subject to availability and may incur a rescheduling fee.
• Each booking may be rescheduled a maximum of 2 times.

3. Cancellation by Zanini Services

• In rare cases, we may need to cancel or reschedule your appointment due to professional unavailability or emergency situations.
• We will notify you as soon as possible and offer the next available time slot.
• If we cancel with less than 24 hours notice, you will receive a 15% discount on your rescheduled service.

4. Refund Policy

• Approved refunds are processed within 5–10 business days to the original payment method.
• Refunds apply only to cancellations made within the free cancellation window.
• No refund is issued for services completed that met the agreed scope.
• If you believe a service was not completed to standard, submit a satisfaction claim within 24 hours — we will re-clean at no charge before issuing any refund.

5. Re-Clean Policy (Zanini Promise)

• If any aspect of the cleaning does not meet our standards, contact us within 24 hours of service completion.
• Provide specific details and, if possible, photos of the unsatisfactory areas.
• We will schedule a re-clean at no additional cost within 48 hours.
• The re-clean covers only the areas originally included in the service scope.
• The re-clean guarantee does not apply if the property has been used normally after the original service.

6. No-Show Policy

• A no-show occurs when the professional arrives at the scheduled time and cannot access the property.
• This includes: locked property with no response, incorrect address, denied access, or gate/code issues not communicated in advance.
• No-shows are charged the full service amount.
• To avoid no-show charges, always provide complete access instructions at least 2 hours before the appointment.

7. Services Not Included

• The following are not included in standard cleaning services unless explicitly added as paid extras:
• Exterior windows, mold remediation, pest infestation, biohazards, heavy furniture moving, high-ladder work, hoarding-level cleaning, construction debris removal, carpet shampooing, laundry, dishes, organizing, garage, patio, and exterior areas.
• Attempting to perform excluded tasks is at the customer's own risk.

8. Hazardous Conditions

Professionals are not required to work in conditions that present a safety risk, including but not limited to: presence of insects or pests, biohazards, severe hoarding, active mold, or aggressive animals. In such cases, the visit may be terminated and the booking fee will apply.