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Refund & Cancellation Policy

Cleaning bookings in Gainesville, GA and surrounding Northeast Georgia communities

Last updated: June 17, 2026

This Refund & Cancellation Policy applies to all cleaning services booked with M&E Cleaning Services in Gainesville, Hall County, and the surrounding Northeast Georgia and Metro Atlanta service areas. By booking a service, you agree to the terms outlined below. If you have any questions, please contact us before your appointment.

1. Cancellation Policy

We understand that plans can change unexpectedly. To avoid cancellation fees, please notify us at least 24 hours before your scheduled appointment.

  • More than 24 hours notice: No cancellation fee. You may reschedule or cancel without penalty.
  • Less than 24 hours notice: A late cancellation fee equal to 50% of the scheduled service price may apply.
  • Same-day cancellation: A fee equal to 100% of the scheduled service price may be charged.
  • After-hours cancellations: Cancellations left by voicemail, email, or text after 6:00 PM will be considered received the next business day.

2. Rescheduling Policy

We are happy to reschedule your appointment when you provide sufficient notice. Rescheduling is subject to availability and must be completed at least 24 hours before the original appointment time to avoid fees. Same-day rescheduling requests may be treated as cancellations and may be subject to the same-day cancellation fee.

3. No-Show Policy

A "no-show" occurs when our cleaning team arrives at the scheduled location but cannot access the property or make contact with the customer within 15 minutes of the scheduled start time.

  • No-shows may be charged 100% of the scheduled service price.
  • Repeated no-shows may require prepayment for future bookings.
  • If you expect to be late, please call or text us as soon as possible. We will make reasonable efforts to accommodate delays, but we cannot guarantee that our team can wait beyond 15 minutes due to scheduling constraints.

4. Refund Policy

M&E Cleaning Services is committed to quality. Refunds are evaluated on a case-by-case basis based on the following guidelines:

  • Service not performed: If we are unable to complete your scheduled cleaning due to our fault, you will receive a full refund or a credit toward a future service, at your choice.
  • Partial service: If only a portion of the scheduled work is completed due to circumstances beyond our control (e.g., unsafe conditions, lack of utilities, access issues), you may be charged a prorated amount based on the work completed.
  • Prepaid packages: Unused prepaid cleaning visits may be refunded within 30 days of purchase, minus any visits already completed. After 30 days, unused visits may be converted to a service credit valid for 12 months from the original purchase date.
  • Gift certificates: Gift certificates are non-refundable but may be transferred to another party. They expire 12 months from the date of purchase unless otherwise stated.

5. Satisfaction Guarantee and Re-Service

Your satisfaction is important to us. If you are not completely satisfied with your cleaning, please notify us within 24 hours of the completed service. We will return to re-clean the specific areas of concern at no additional charge, subject to the following conditions:

  • The issue must be reported within 24 hours.
  • The re-clean request must relate to areas included in the original service scope.
  • The property must be in substantially the same condition as when the original cleaning was completed.
  • Re-service appointments are scheduled based on availability and may not be available on the same day.

Refunds are not automatically issued for quality concerns; we first offer a re-clean to make things right. If a re-clean is not possible or does not resolve the issue, a partial or full refund may be considered at our discretion.

6. Inclement Weather and Emergencies

Gainesville and Northeast Georgia occasionally experience severe weather, including thunderstorms, snow, ice, and flooding. If our team determines that travel conditions are unsafe, we will contact you as soon as possible to reschedule your appointment at no charge. If you prefer to cancel due to weather, please notify us at least 2 hours before the appointment to avoid cancellation fees.

7. Conditions That May Affect Service or Refunds

The following conditions may affect pricing, service completion, or refund eligibility:

  • Unsafe or unsanitary conditions: Excessive hoarding, pest infestations, biohazards, or unsafe working conditions may require additional charges or result in refusal of service. If service cannot be completed, a prorated or cancellation fee may apply.
  • Lack of utilities: Running water and electricity must be available. Service may be limited or rescheduled if utilities are not operational.
  • Inaccurate information: Estimates are based on the details you provide. Significant discrepancies in home size, condition, or requested services may result in adjusted pricing.
  • Locked or inaccessible property: If our team cannot access the home or specific areas to be cleaned, we may charge a no-show or partial-service fee.

8. Recurring Service Cancellations

For recurring weekly, bi-weekly, or monthly cleaning plans, the cancellation and rescheduling policy above applies to each individual appointment. Customers may pause or cancel recurring service at any time with at least 7 days' written notice. Prepaid recurring credits are refundable under the prepaid package terms in Section 4.

9. Move-In / Move-Out and Deep Cleaning Cancellations

Move-in, move-out, and deep cleaning appointments often require larger time blocks and specialized scheduling. These appointments must be cancelled or rescheduled at least 48 hours in advance to avoid a 50% cancellation fee. Same-day cancellations of these larger services may be charged 100% of the scheduled price.

10. Commercial and Office Cleaning Cancellations

Commercial cleaning contracts are governed by the specific terms outlined in the signed service agreement. Where the agreement does not specify cancellation terms, this policy applies. Cancellations with less than 24 hours' notice may be billed according to the scheduled scope of work.

11. How to Cancel or Request a Refund

To cancel, reschedule, or request a refund, please contact us using one of the following methods:

Refund requests are reviewed within 2 business days. Approved refunds are typically processed to the original payment method within 5–10 business days, depending on your bank or payment provider.

12. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes are effective when posted on this page with an updated "Last updated" date. Your continued booking of services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

If you have questions about this policy or a specific booking, please contact us:

Request a free estimate
Call (678) 283-5187