Refunds, Returns & Rescheduling
We’re service-based (no physical product returns). This page explains cancellations, rescheduling, our satisfaction guarantee, payments, access, and commercial terms.
Stratford • Greater Bridgeport • Greater Valley • Greater New Haven
Quick Summary
- 48-hour notice to cancel or reschedule avoids fees.
- Tiered fees: 24–48 hrs = up to 25%; same-day/under 24 hrs or lockout = up to 50%.
- Satisfaction Guarantee: tell us within 24 hours and we’ll re-clean targeted areas.
- Access matters: provide key/lockbox/code; failed access may incur a lockout fee.
- Move-in/Move-out & heavy buildup may require extra time or a follow-up visit.
Our Policy (The Diva Way ✨)
1) Cancellations & Rescheduling
- Please give at least 48 hours’ notice to cancel or reschedule.
- 24–48 hours: a reduced late-change fee of up to 25% may apply.
- Under 24 hours or same day: a late-change fee of up to 50% may apply.
- If we must reschedule (weather/illness/emergency), we’ll offer the next available time.
2) Satisfaction Guarantee (24 Hours)
- If something was missed, contact us within 24 hours with notes/photos.
- We’ll schedule a targeted re-clean of those areas at no extra cost.
- Because cleaning is time-based, refunds aren’t offered for services already rendered.
3) Lockbox & Access
- Provide reliable access (key, lockbox code, smart lock, door/garage code, concierge).
- Tell us about alarms, pets, and special instructions in advance.
- Lockout/No-show fee: if our team can’t enter within a reasonable window, a fee of up to 50% may apply to cover reserved crew time.
4) Move-In / Move-Out & Heavy Buildup
- Pricing is based on square footage and condition. Excessive grime, pet hair, or post-renovation dust may require additional time or a follow-up visit.
- Empty & accessible spaces are required for move cleanings.
- Any time/price adjustments are confirmed during walk-through or as-we-go with your approval.
5) Payments & Fees
- We accept major cards and cashless options; some bookings may require a card on file or deposit.
- Late-change/lockout fees per the policy above may apply.
- Chargebacks: please contact us first—issues are resolved via re-clean or approved adjustments.
6) Recurring Appointments
- Weekly/bi-weekly/4-week schedules may receive loyalty pricing.
- If visits are skipped and buildup increases, pricing may revert to standard until maintenance level is restored.
Commercial & Office Cleaning Terms
- Access & Hours: after-hours or early-morning access via lockbox, keycard, or facilities contact.
- Scope: customized checklist (lobbies, restrooms, kitchens, conference rooms, workstations, floors, waste) with add-ons by quote (interior glass, appliances, steam, etc.).
- Scheduling: recurring frequencies available (1–5x/week or custom). Holiday schedules adjusted by mutual agreement.
- COI: Certificate of Insurance available upon request; we are fully insured.
- Quality & Re-service SLA: report within 1 business day; re-service within 2 business days (targeted areas).
- Invoicing: monthly or per-service; standard terms Net 15 (Net 7 available by agreement). Late fees may apply to overdue balances.
- Refunds: not offered for completed labor; issues are addressed with corrective service/adjustments.
FAQs
Can I get a refund instead of a re-clean?
We don’t offer refunds for time already worked, but our 24-hour satisfaction guarantee ensures we return to fix missed areas promptly.
What if my schedule changes last minute?
We’ll try to reschedule you. 24–48 hrs may incur up to 25%; under 24 hrs up to 50% to cover reserved crew time.
Do you offer credits?
When appropriate, we may offer a service credit toward a future visit (case-by-case) in place of refunds.
How do I report an issue?
Email adustdiva@adustdiva.com or reply to your appointment confirmation within 24 hours with notes and photos, and we’ll schedule a re-clean.
Need Help?
We’re here to help—Diva-style. Reach out and we’ll take care of you:
- Email: adustdiva@adustdiva.com
- Book or reschedule: Square Appointments
- Service Area: Stratford, CT and nearby communities
This policy may be updated without notice. Last updated: October 2025.