Cancellation & Rescheduling Policy

Quick Reference

1. More Than 24 Hours Before Service

A Client may cancel or reschedule more than 24 hours before the scheduled service time without a cancellation charge.

2. Less Than 24 Hours Before Service

A cancellation or rescheduling request received less than 24 hours before the scheduled service time may result in a cancellation charge of up to 50% of the scheduled service price. The charge reflects crew time and appointment capacity reserved for the Client that may be difficult to replace on short notice.

3. Same-Day Cancellation

A same-day cancellation, including cancellation after our crew has been dispatched, may result in a cancellation charge of up to 100% of the scheduled service price, reflecting the crew time and appointment capacity reserved for the Client.

4. Lockout / No Access

If our team arrives but cannot access the property because of a Client-controlled access issue, the appointment may be treated as a same-day cancellation and a charge of up to 100% of the scheduled service price may apply. Examples include an unavailable Client, incorrect door or gate code, inaccessible lockbox, unaddressed alarm, missing building access, or another Client-controlled entry issue.

5. Late Client Access

If Client-caused access delays reduce the remaining appointment time, we cannot guarantee that the full cleaning scope can be completed. The original appointment charge may still apply because the time was reserved for the Client.

6. Emergencies & Exceptions

We may waive or reduce a cancellation charge when circumstances reasonably warrant, including certain emergencies or extraordinary circumstances. Any waiver is discretionary and does not change the policy for future appointments.

7. Company-Initiated Cancellations

If The Queening Crew cancels or reschedules because of severe weather, unsafe road conditions, employee illness or emergency, vehicle failure, utility interruption, government restrictions, or another circumstance reasonably outside our control, the Client will not be charged a cancellation fee for that cancellation. We will make reasonable efforts to offer another appointment.

8. Recurring Appointments

Clients may discontinue future recurring appointments unless a separate written agreement states otherwise. The normal cancellation policy still applies to any individual recurring appointment canceled inside the applicable cancellation window.

9. Off-Premises Transactions & Legal Rights

Most Queening Crew services are expected to be booked directly by customers online, by telephone, or through another remote booking method. Certain transactions personally solicited and entered into away from our regular place of business may be subject to separate federal or North Carolina cancellation requirements. When applicable law gives a Client a statutory right to cancel, that legal right controls over any conflicting provision of this policy.

10. Payment Authorization

By booking and accepting this policy, the Client authorizes The Queening Crew and its payment processor to charge applicable cancellation or lockout fees described in this policy to the payment method provided, subject to applicable law.

11. North Carolina Law & Electronic Acceptance

This policy is governed by the laws of the State of North Carolina without limiting any non-waivable consumer right. By checking the required acceptance box and completing a booking, the Client indicates intent to accept this policy electronically.