Policy

Cancellation & refund policy

Effective date: June 27, 2026

How payment is collected

When you book, Morpaige Cleaners securely authorizes your payment through Stripe. This places a hold on your card for the job amount — it is not charged yet. We capture (charge) payment only after your cleaning is completed. Your full card details are handled by Stripe and never stored on our website.

Cancellations

• 12 or more hours before your scheduled arrival window: cancel at no cost. The authorization hold is released and you are charged nothing.
• Less than 12 hours before your arrival window, or a no-show / inability to access the property at the scheduled time: a cancellation fee of 25% of the job total (minimum $50) applies, to cover the reserved slot and crew time. We capture only that fee from your existing authorization.

To cancel or reschedule, contact us as early as possible by phone or email. Rescheduling more than 12 hours out is always free.

Rescheduling

Need a different time? Reschedule at no charge up to 12 hours before your window — we simply move your existing authorization to the new date. Rescheduling inside 12 hours is treated as a late change and the cancellation fee above may apply.

Arrival, lateness & lockouts

Please allow for the full arrival window. If our team arrives and cannot enter — no answer, no key/code provided, or the property is inaccessible — we will wait up to 20 minutes and attempt to reach you. If we still cannot start, it is treated as a same-day cancellation and the cancellation fee applies.

Refunds

If you are not satisfied with a completed clean, contact us within 48 hours. We will return to address the issue, or, at our discretion, issue a partial or full refund. Refunds are processed to your original payment method via Stripe and typically appear within 5–10 business days.

Large & commercial jobs

Quoted jobs (large homes, commercial contracts, recurring service) may carry their own deposit and cancellation terms, which we will state in writing before work begins. Those terms govern where they differ from this page.

Our right to cancel

We may cancel or reschedule for safety reasons, unsafe or inaccessible conditions, or circumstances beyond our control. In those cases no fee is charged and any authorization is released.

Questions about this policy? Contact us.