Cancellation & Reschedule Policy

Life happens. We get it.

Sometimes plans change, emergencies come up, or you simply need to move your cleaning to a different day. We’ve built our cancellation and reschedule policy to be fair, flexible, and easy to understand.

Here’s exactly how it works.

Servicing All Brisbane since 2018 | QBE Insured | 4.8 on Google

How to Cancel or Reschedule Your Cleaning

It’s simple:

Call us (07) 3073 2625 or Send Enquiry.

Let us know as soon as possible so we can adjust our schedule and, where possible, offer that time to another client.

Notice Requirements

For Regular Weekly or Fortnightly Cleaning

24 hours notice required

If you need to cancel or reschedule your regular cleaning, please give us at least 24 hours notice before your scheduled appointment.

What happens:

  • More than 24 hours notice: No charge. We’ll reschedule to a day that suits you or skip that clean if preferred.

  • Less than 24 hours notice: We get it – life happens, just call us as soon as you can.

  • Fee applies only if: Our cleaner has already traveled to your property or arrived before we can contact them. In that case, we charge a one-hour callout fee to cover their time and travel.

For One-Off, Deep, or Spring Cleans

48 hours notice required

Because these services require longer time blocks and detailed preparation, we ask for 48 hours notice for cancellations or changes.

What happens:

  • More than 48 hours notice: No charge. We’ll reschedule to another available time.

  • Less than 48 hours notice: Still no charge, but we appreciate as much notice as possible. Last-minute cancellations are harder to fill and impact our cleaners’ schedules.

No deposits, no hassle – we just trust you’ll let us know if plans change.

For NDIS and DVA Clients

We understand that health and care needs can change quickly.

24 hours notice is preferred, but we’ll work with you.

If you need to cancel or reschedule due to health reasons, appointments, or unexpected circumstances, contact us as soon as you can and we’ll do our best to accommodate your situation.

Quick Enquiry

Disclaimer: All information is kept secure and will not be shared or sold to any third party.

How Rescheduling Works

  • Step 1: Let us know
    Contact us by phone or online with your preferred new date and time.

  • Step 2: We check availability
    We’ll confirm whether your preferred time is available and offer alternatives if needed.

  • Step 3: Confirmation
    Once confirmed, we’ll send you the new appointment details via SMS and follow up with a phone call to make sure you’ve got everything you need.

Most rescheduling requests are confirmed within 48 hrs depending on availability.

What If We Need to Cancel?

Sometimes our cleaners face unexpected illness, emergencies, or transport issues.

If we need to cancel or reschedule your appointment, here’s what happens:

  • We’ll contact you as soon as possible (by phone and follow-up SMS)

  • We’ll offer you the next available appointment time

  • If the change doesn’t suit you, we’ll work with you to find an alternative

  • There is never a charge when we need to reschedule

Your time matters, and we do everything possible to avoid last-minute changes on our end.

Missed Appointments (No One Home)

If our cleaner shows up and no one’s home and you haven’t given us a heads up, here’s what happens:

  • Our cleaner will try calling you right away
  • If we can’t reach you within 30 minutes, we’ll mark it as a missed visit
  • We’ll charge a one-hour callout fee to cover their time and travel

How to avoid the fee:

  • Let us know in advance if you won’t be home – we’ll use your key safe, lockbox, or access instructions
  • Double-check your appointment time the day before (we send reminders to help)
  • Update us immediately if your plans change, even if it’s last minute

Recurring Service Adjustments

Need to pause your regular cleaning temporarily?

No problem. Whether you’re going on holiday, managing a busy work period, or just need a break, we can pause your regular service and resume when you’re ready.

Just let us know:

  • How long you’d like to pause (e.g., 2 weeks, 1 month)
  • When you’d like to restart
  • Whether you’d like us to check in before resuming

We’ll keep your regular cleaner and schedule wherever we can – that’s always our goal.

Permanent Cancellation of Regular Service

If you need to stop your regular cleaning service permanently, we just ask that you:

Give us one week’s notice

This allows us to:

  • Adjust our cleaner’s schedule fairly
  • Ensure a smooth transition
  • Arrange a final clean if you’d like one

There are no cancellation fees or lock-in contracts. You’re free to stop service at any time with proper notice.

Emergency Situations

We understand that true emergencies happen-illness, family emergencies, urgent travel, or unexpected events.

If you’re facing a genuine emergency:

  • Contact us as soon as you’re able
  • We’ll work with you to reschedule or pause service
  • In genuine emergencies, we’re flexible about fees-just talk to us 

We’re human. We’ll always try to be fair and flexible when it really matters.

Ready to Book or Reschedule?

We’re here to make your cleaning service as flexible and stress-free as possible.

Call us (07) 3073 2625 or Send Enquiry

FAQ

It’s simple. Call us on (07) 3073 2625 or send an enquiry as soon as possible. The more notice you give, the easier it is for us to adjust the schedule and offer your time slot to another client.

For regular weekly or fortnightly cleaning, we ask for at least 24 hours’ notice if you need to cancel or reschedule.

If you give more than 24 hours’ notice, there is no charge and we can either move the clean to another day or skip that visit if you prefer.

For one-off, deep, and spring cleans, we ask for at least 48 hours’ notice. These services usually require longer time blocks and more detailed planning.

If you give more than 48 hours’ notice, there is no charge and we can reschedule your booking to another available time.

We’ll do our best to accommodate you, but same-day changes can be tricky since our cleaners’ schedules are usually set. If our cleaner has already traveled to your property, we’ll need to charge a one-hour callout fee. Otherwise, we’ll do what we can to reschedule you without a charge. The earlier you call, the better chance we can help.   

We understand that health appointments, care needs, and unexpected changes can happen quickly. For NDIS and DVA clients, 24 hours’ notice is preferred, but we will always do our best to accommodate genuine circumstances where possible.

If we need to reschedule (due to illness, emergencies, or unexpected issues), we’ll contact you immediately via phone and SMS with alternative appointment options. No charge – ever. If we need to reschedule, you don’t pay a thing. We’ll work with you to find a time that suits.

If your cleaner is unavailable due to illness, we will let you know as soon as possible. Depending on availability, we will either send a suitable backup cleaner or reschedule your service to another day that works for you.

If no one’s home, our cleaner will call you right away. If we can’t reach you within 30 minutes and you haven’t arranged access (key safe, lockbox, etc.), we’ll mark it as a missed visit and charge a one-hour callout fee.

Avoid the fee: Just let us know your access details in advance or confirm you’ll be home

Yes. If you want to pause your regular service for a holiday, busy period, or short break, just let us know how long you would like to pause and when you would like to restart.

If you want to stop permanently, we ask for one week’s notice. There are no lock-in contracts, and we can also arrange a final clean if you would like one.

Yes. We send booking confirmations right after you book, and appointment reminders the day before – both via phone and SMS. This way you’re never caught off guard, and you can let us know if plans change.

What Our Clients Say

After a shoulder injury, I had my first clean this week. A team of two ladies came, were on time and were in and out of there in 1 ½ hours. I was very anxious as I had been trying to engage a cleaner for weeks with people either not turning up or not getting back to me. The ladies were lovely and got the job done perfectly. Thank you, Home Style Cleaning.
Dora DeLaat
I had my first clean last week, the lady was very polite knowing I had just had surgery on my work injury. So happy that the lady turned up on time, I had 4 previous weeks with another company where they were 3.5 hrs late I couldn’t get hold of them. Poor communication. Being a house cleaner myself for over 3 years I have OCD but was feeling too sore after my work injury tennis elbow. As my previous clients say since I’ve been off work they can’t get anyone to do a streak free sink. I agree, I’m a perfectionist so I notice when things are missed. I was happy with her clean. And I would recommend this company. 14/9 second clean, was so very happy with my second clean such a lovely lady.
Sharon Scott
Our home looks great again. After many months of not being able to do a thorough clean myself due to illness, my home is now sparkling clean again. The cleaners were thorough, polite and communicated well with me and each other. Sophie was great always keeping me up to date with the time of arrival, billing etc. I would highly recommend this cleaning service.
Isabel Cabrera
We were pleasantly surprised with our first appointment with a gentle soul named Sam. The finished product was exceptional and arrived on time which was also appreciated. She was also very aware of our anxious kitty and went out of her way to accommodate this…I would highly recommend this service.
sonya greer
Rosie was excellent – very thorough. Dad’s house looks wonderful – very very happy with the service. Have booked a fortnightly clean with them!
Cathy Blanchfield