LEGAL
Cancellation Policy
Notice periods, fees and how to cancel or reschedule a cleaning appointment.
Effective date: September 22, 2026 | Last updated: September 22, 2026 | Bay Signature Housekeeping LLC, a California limited liability company
This Cancellation Policy explains the notice we need when plans change, how to tell us, and what happens when notice is short. It applies to every cleaning arranged through Bay Signature Housekeeping LLC and forms part of our Terms & Conditions.
The reasoning behind it is worth stating. When an appointment is cancelled at short notice, the cleaning professional who reserved that block of time has already turned down other work and usually cannot fill it. The notice periods below exist so that time can be released to someone else, and the fees exist to compensate for the time that cannot be.
- Notice We Require
We require at least forty-eight hours’ notice to cancel a scheduled cleaning appointment. Forty-eight hours is enough time, in most cases, for us to offer the slot to another client and to offer the cleaning professional replacement work.
- How to Cancel or Reschedule
Cancellation and rescheduling requests must be submitted by telephone or by email. A request is effective when we receive it, not when you send it, so please allow for that if you are close to a deadline.
Telephone: (510) 892-0757
Email: info@baysignaturehousekeeping.com
Please contact us as soon as you know a change is needed. Notice given early is almost always absorbed without difficulty; notice given late rarely is.
- Cancellation Fees
3.1 Less than twenty-four hours’ notice
If you cancel a cleaning with less than twenty-four hours’ notice before the scheduled start time, a cancellation fee of one hundred dollars ($100.00) will apply and will be charged to the payment method on file.
3.2 Between twenty-four and forty-eight hours’ notice
If you cancel with more than twenty-four but less than the required forty-eight hours’ notice, a cancellation fee of up to one hundred dollars ($100.00) may apply. Whether it is charged depends on whether the appointment can be reassigned. We will tell you before charging it.
3.3 More than forty-eight hours’ notice
No cancellation fee applies.
- Rescheduling
We ask for at least seventy-two hours’ notice to reschedule an appointment. A longer notice period applies to rescheduling than to cancellation because moving an appointment requires us to find a second slot that works for you and for the cleaning professional, not only to release the first.
If an appointment is rescheduled within twenty-four to forty-eight hours of the scheduled cleaning, a rescheduling fee of fifty dollars ($50.00) may apply. This fee is paid directly to the cleaning professional as compensation for the lost appointment time.
A request to reschedule made less than twenty-four hours before the scheduled start time is treated as a late cancellation under Section 3.1.
- Lockouts and Inability to Access the Property
If the assigned cleaning professional arrives and cannot access the property — because a code or key does not work, an alarm cannot be disarmed, a gate is locked, a pet cannot be secured or no one responds — we will attempt to reach you immediately. If access cannot be obtained within a reasonable waiting period, the appointment is treated as a cancellation with less than twenty-four hours’ notice and the fee in Section 3.1 applies.
This is the situation most easily avoided. Confirm your access arrangements the day before, particularly if you will not be home.
- Appointments That Cannot Proceed
An appointment is also treated as a late cancellation under Section 3.1 where it cannot proceed because:
- The payment method on file could not be authorized and the issue was not resolved before the scheduled time.
- The cleaning professional declined or ended the service for a health or safety reason set out in Section 12 of our Cleaning Service Terms.
- You declined a revised price required by a material difference between the property’s actual condition and the condition described at booking, and no work could proceed within the original scope.
- Recurring Service
Cancelling an individual visit within a recurring schedule follows the notice periods above and does not cancel the recurring arrangement itself.
To end a recurring arrangement entirely, tell us by telephone or email. We ask for at least forty-eight hours’ notice before the next scheduled visit, so that it is not dispatched. Ending a recurring arrangement carries no termination fee. If the recurring frequency was the basis of a discounted rate, cleanings already performed remain charged at the rate applied at the time of service.
- Cancellations by Bay Signature Housekeeping
Occasionally we must cancel or reschedule an appointment ourselves. This happens because of illness, a vehicle failure, severe weather, unsafe road or property conditions, or circumstances beyond our reasonable control. When it does, we will notify you as early as possible, offer the earliest available alternative, and charge you nothing for the cancelled appointment. No cancellation fee is ever charged to you for an appointment we cancel.
- Fee Waivers
We apply this policy consistently, because a policy applied inconsistently is not a policy. That said, life includes genuine emergencies — a medical emergency, a death in the family, a sudden household crisis. Tell us what happened and we will consider waiving a fee at our discretion. We would rather hear from you than charge a fee to someone having a hard week.
- Refunds
Cancellation and rescheduling fees are not refundable once properly charged under this policy. If you believe a fee was charged in error, contact us before initiating a chargeback with your bank and we will review the appointment record with you. Refunds for completed services are addressed in Section 10 of our Cleaning Service Terms.
- Changes to This Policy
We may update this Cancellation Policy from time to time. The current version is posted on our website with a “Last updated” date. The version in effect at the time you booked governs that appointment.
Contact Us
If you have questions about this document, or would like to exercise any right described in it, contact us using any of the methods below. We respond to written requests within a reasonable period and, where a law sets a specific deadline, within that deadline.
Bay Signature Housekeeping LLC
Telephone: (510) 892-0757
Email: info@baysignaturehousekeeping.com
Website: baysignaturehousekeeping.com
Service area: Alameda, Contra Costa, San Francisco, San Mateo and Santa Clara Counties, California.