This policy explains how cancellations, rescheduling, and refunds are handled when you book a cleaning through Maid VIP.
How Our Referral Model Affects This Policy
Because Maid VIP is a referral agency and the cleaning is performed by an independent professional, the terms for the service itself are coordinated with the professional you are matched with. This policy describes the framework we use and Maid VIP's role in helping resolve scheduling and refund questions.
Rescheduling & Cancellations
We require a minimum of 24 hours' notice to cancel or reschedule a confirmed appointment, so the professional can adjust their schedule. To request a change, simply contact us or reach out to your matched professional as early as possible.
Late Cancellations & No-Access Visits
A $100 penalty applies to cancellations made past the 24-hour window (that is, with less than 24 hours' notice), and may also apply if the professional arrives and is unable to access the property at the scheduled time. We will always communicate any such fee clearly before it is charged.
Utilities & Access
Active power and running water must be turned on and accessible at the property so the referred professional can perform the service safely and effectively. If a professional arrives and these utilities are not available — or the property otherwise cannot be accessed — the appointment will need to be rescheduled, and a standard cancellation/lockout fee (the $100 penalty described above) may be charged for the mishap.
Re-Clean & Refund Guarantee
Your satisfaction is guaranteed. To qualify, report any issue within 24 hours of the service. We then have a 7-day window to dispatch a team for a complimentary re-clean of the affected areas at no additional charge. If you are still not completely satisfied after the re-clean, we offer a full refund — no questions asked.
Quality Concerns
If you're not happy with any part of a service, please tell us as soon as possible (within the 24-hour window) with a few details and photos if helpful. We take feedback seriously, factor it into our ongoing vetting, and will coordinate the re-clean or refund with the matched professional.
How to Request a Change or Refund
To reschedule, cancel, or raise a re-clean or refund request, contact us with your name, service date, and a brief description of the issue. We'll respond promptly and guide you through the next steps.
Last updated: June 9, 2026.