RiverLumeCLEANING
Policies

Cancellation & Rescheduling Policy

How to cancel or reschedule your cleaning, and what to expect if we need to change plans.

Draft for owner review. This policy has not yet been finalized by RiverLume Cleaning and may change before publication.

Effective date: To be announced

We understand plans change. This policy explains how to cancel or reschedule a cleaning with RiverLume Cleaning Co LLC.

Free Cancellation

You may cancel free of charge as long as you let us know at least 24 hours before the start of your confirmed arrival window.

Late Cancellations

If you cancel less than 24 hours before the start of your confirmed arrival window, a cancellation fee of $50 may apply, but only if that fee was disclosed to you and accepted by you during booking, and only where permitted by applicable law. We will not charge a fee that wasn't disclosed to you in advance.

Rescheduling

Rescheduling is always free, including requests made less than 24 hours before your appointment. New dates and arrival windows are subject to staff availability.

Pending Booking Requests

No cancellation fee applies to a booking request that is still pending and has not yet been confirmed by RiverLume Cleaning.

If We Cancel or Reschedule

Occasionally we may need to cancel or reschedule because of severe weather, illness, or other circumstances. If that happens, we'll notify you as soon as possible and work with you to find a new time. A cancellation or rescheduling initiated by RiverLume Cleaning never results in a cancellation fee for you.

Lockout Fee

Our lockout fee of $50, described in the Property Access section of our Terms of Service, is separate from the cancellation fee. The two fees are never combined for the same incident: if both could apply to the same appointment, you will be charged no more than one of them.

How to Cancel or Reschedule

Please include your name, service address, and appointment date so we can find your booking quickly. If you're rescheduling, let us know a few dates and arrival windows that work for you.

Cancellation requests sent by email are timed by when the message was received, not when our staff read it.

Prepaid Amounts and Refunds

If you chose Pay Online with Stripe and prepaid for a cleaning:

  • If you cancel with at least 24 hours' notice, or while your request is still pending, we refund your full payment.
  • If you cancel a confirmed booking with less notice, we refund your payment minus only any valid, applicable cancellation fee.
  • If RiverLume Cleaning cancels and you don't accept an alternative time, we refund your full payment.
  • Rescheduling never costs extra; your payment carries over to the new date.

Refunds are normally sent to your original payment method, and bank processing times vary. Refunds are handled according to the Refunds section of our Payment Policy and applicable law.

Recurring Visits

If you're on a recurring schedule, you can skip or reschedule an individual visit the same way: reply to your confirmation email, email us, or call us. The same cancellation and rescheduling rules apply to each visit. Skipping one visit doesn't cancel your schedule. To change your frequency or stop recurring service altogether, just let us know.

Questions

RiverLume Cleaning Co LLC
Phone: (401) 484-8383
Email: Admin@riverlumecleaning.com
Serving Rhode Island and selected areas of Massachusetts