Cancellation & Rescheduling Policy

Effective date: October 23, 2026

Your appointment sets aside time for a cleaning team. If your plans change, please let us know as early as possible so we can adjust the route and try to offer that time to another customer.

How to cancel or reschedule

Email hello@gleamr.pro, call or text 909-326-0292 where business texting is available, or use the customer portal's supported cancellation or rescheduling option. Include your name, service address, appointment date, and whether you want to change one visit or end future recurring visits. Please contact the office rather than an employee's personal account.

The time we receive your request controls—not when we read it or respond. You can give notice outside office hours. Keep your sent message or portal confirmation. If a channel fails, try another listed channel and save evidence of your attempt; we will review a documented system failure fairly.

Notice windows and charges

We measure notice in calendar hours, in Pacific Time, before the scheduled reference start time in your booking confirmation. For a two-hour arrival window, the confirmation must identify the reference start; the length of the window does not extend it. A delay caused by Gleamr does not turn timely notice into a late cancellation.

More than 48 hours
No fee

More than 24 hours, up to and including 48 hours
50% of the affected booking value

24 hours or less
75% of the affected booking value

Customer-caused no access after our arrival within the confirmed window
Up to 100% of the affected booking value

Exactly 48 hours falls in the 50% window; exactly 24 hours falls in the 75% window. These charges apply only when disclosed and accepted before booking and permitted by law. We do not combine cancellation, rescheduling, and no-access charges for the same lost visit.

Booking value is the authorized price for that visit after agreed discounts. It excludes voluntary tips, unused account-credit balances, unapproved extras, and other appointments. For an hourly appointment without a fixed total, we use the scheduled estimate disclosed and accepted when you booked—not a larger amount calculated after cancellation. Applying a gift card or payment credit does not itself change the underlying visit price.

Reserved-time charges address the disruption and loss associated with a missed appointment; they are not charges for cleaning performed. We review the circumstances, costs avoided, and replacement work to avoid duplicate recovery, and reduce or waive a charge when appropriate or required by law. We explain the amount and basis before processing it. A saved card does not authorize undisclosed charges.

Short-notice bookings and exceptions

For an appointment confirmed less than 48 hours before its reference start, you have a one-hour cancellation grace period after confirmation, provided the crew has not been dispatched or begun preparing to depart. We disclose this condition when confirming the appointment. Any statutory cancellation right takes priority.

Contact us about serious illness, evacuation orders, unsafe weather, emergencies, or other exceptional circumstances. We review these individually. There is no customer cancellation fee when Gleamr cancels, causes the access failure, or reschedules for its own reasons. Any prepaid amount for work we do not provide is refunded, unless you choose a credit or another arrangement permitted by law.

Moving a visit or ending a recurring schedule

A late move affects the original reserved appointment and is reviewed under the same schedule. A charge for the original slot is not automatically a credit toward a later visit unless we agree. We do not stack charges for that slot.

You may end future recurring visits without a separate membership-termination penalty. A previously accepted near-term visit is handled under this policy if its terms lawfully apply. Canceling one visit does not necessarily cancel the entire series, so please tell us which you intend. Your timely request does not become late while waiting for our confirmation.

When we cannot get in

Arrange safe entry throughout the confirmed arrival window. Missing or incorrect codes, unavailable keys, an absent required occupant, or a customer-controlled obstruction may prevent service. Before treating a visit as a lockout, the team must arrive within the agreed window, follow the agreed instructions, and make reasonable attempts to reach you. We document arrival, contact attempts, and why cleaning could not proceed.

Our own error or arrival outside the agreed window without your approval is not a customer lockout. We assess one applicable charge for the missed visit, subject to the review described above. A separate damage or payment dispute is not decided by this policy.

Questions or a request to review a charge? Contact hello@gleamr.pro or 909-326-0292. Your lawful refund and bank-dispute rights remain available. Reminder delivery does not change a policy you already accepted.