CANCELLATION, RESCHEDULING AND REFUND POLICY

Effective Date: August 21, 2026
Last Updated: August 21, 2026

Fresh Finish Cleaning reserves appointment time, team members, transportation and supplies specifically for each customer. This policy explains how cancellations, rescheduling requests, service concerns, credits and refunds are handled.

By purchasing or confirming a service, the customer agrees to this policy.

PAYMENTS AND CONFIRMED BOOKINGS

Payment is required through the Fresh Finish website unless another payment arrangement has been approved in writing.

An online purchase reserves the selected cleaning package but does not guarantee the customer’s requested date or arrival window until Fresh Finish provides confirmation.

Requested dates are subject to availability. Fresh Finish will contact the customer to confirm the appointment date and estimated arrival window.

If the requested date is unavailable, Fresh Finish will offer a reasonable alternative.

CANCELLATIONS WITH AT LEAST 48 HOURS’ NOTICE

Customers may cancel or reschedule an appointment by contacting Fresh Finish at least 48 hours before the confirmed arrival window.

When sufficient notice is provided:

• The appointment may be rescheduled once without a cancellation fee; or
• The amount paid may be issued as a Fresh Finish service credit

Service credits are valid for six months from the original appointment date, are non-transferable and cannot be redeemed for cash.

CANCELLATIONS WITHIN 24 TO 48 HOURS

Appointments cancelled or rescheduled between 24 and 48 hours before the confirmed arrival window are subject to a cancellation fee equal to 50% of the booked service price.

Any remaining balance will be issued as a Fresh Finish service credit valid for six months.

CANCELLATIONS WITH LESS THAN 24 HOURS’ NOTICE

Appointments cancelled or rescheduled less than 24 hours before the confirmed arrival window are non-refundable.

The full service price may be retained because the appointment time, staff and resources may no longer be available for another customer.

SAME-DAY CANCELLATIONS, LOCKOUTS AND NO-SHOWS

The full service price will be charged and no refund or credit will be issued when:

• The customer cancels on the service date
• Our team cannot enter the property
• Keys, access codes or concierge authorization are unavailable
• The customer or authorized representative is absent when their presence is required
• The address provided is incorrect
• The customer does not respond within the permitted waiting period
• Unsafe conditions prevent our team from beginning or continuing the service

Our team will normally wait up to 15 minutes while attempting to contact the customer. Waiting longer is not guaranteed and may reduce the available cleaning time.

RECURRING CLEANING APPOINTMENTS

Weekly and every-two-weeks pricing applies per visit and is based on the home being cleaned according to the selected recurring schedule.

Customers must provide at least 48 hours’ notice to change a recurring appointment.

Repeated cancellations, skipped appointments or interruptions to the cleaning schedule may result in:

• A cancellation fee
• Loss of recurring-service pricing
• Reclassification of the next appointment as a one-time cleaning
• A revised quote based on the property’s condition

Recurring services may be cancelled for future appointments, but amounts already charged for completed services are non-refundable.

COMPLETED CLEANING SERVICES

Payments for completed cleaning services are non-refundable.

Cleaning results can be subjective, and some stains, damage, discolouration, buildup, mould, wear or permanent conditions may not be removable through standard cleaning.

Fresh Finish does not guarantee the restoration of surfaces or items that are damaged, deteriorated, improperly installed or permanently stained.

FRESH FINISH SATISFACTION GUARANTEE

If a customer believes an area included in the purchased service was missed or not cleaned to the agreed standard, the customer must contact Fresh Finish within 24 hours after the service is completed.

The customer should provide:

• Their name and service address
• A description of the concern
• Clear photographs of the affected area, where appropriate

Fresh Finish will review the concern and, when the claim is approved, arrange a complimentary touch-up of the eligible area.

The complimentary touch-up:

• Applies only to areas included in the original package
• Must normally occur within 48 hours or at the earliest mutually available time
• Does not include new tasks or additional services
• Does not apply when the area was inaccessible, unsafe or excessively cluttered
• Does not apply when another person cleaned, altered or occupied the area after our service
• Is the primary remedy for an approved quality concern

Declining an offered touch-up does not automatically entitle the customer to a refund.

SERVICES AND CONDITIONS OUTSIDE THE PURCHASED PACKAGE

Website prices are based on the package description, stated property size, included bathrooms and a normally maintained property unless otherwise specified.

Additional charges or a revised quote may apply when:

• The property is larger than the selected package
• Additional bathrooms or rooms require cleaning
• The condition was materially misrepresented
• There is excessive buildup, clutter, pet hair or waste
• Specialty, hazardous or biohazard cleaning is required
• The service requires substantially more time than reasonably anticipated
• Requested work was not included in the purchased package

Fresh Finish will explain material additional charges before performing the additional work.

If the customer declines the revised scope or price, Fresh Finish may complete only the originally purchased work where reasonably possible or cancel the service subject to the applicable cancellation charge.

ADD-ON SERVICES

Add-ons must be purchased with an eligible cleaning package unless Fresh Finish approves otherwise.

Unused or unperformed add-ons should be reported before the team leaves whenever possible.

Once an add-on has been substantially performed, its payment is non-refundable. Approved concerns relating to an add-on will be handled through the satisfaction process described above.

ARRIVAL WINDOWS AND SERVICE DURATION

Appointment times are provided as estimated arrival windows rather than exact guarantees. Traffic, weather, building access and earlier appointments may cause delays.

Estimated service durations are provided for planning purposes and are not guaranteed completion times.

A reasonable delay does not automatically qualify for a refund. Fresh Finish will notify the customer when a significant delay is known.

UNSAFE OR UNSANITARY CONDITIONS

Fresh Finish may refuse to begin or may stop a service when the property contains undisclosed or unsafe conditions, including:

• Threatening, abusive, discriminatory or inappropriate behaviour
• Unsecured aggressive animals
• Weapons or suspected illegal activity
• Exposed needles, bodily fluids or biohazardous materials
• Severe pest infestations
• Unsafe structural, electrical or environmental conditions
• Dangerous chemicals or unidentified substances
• Conditions requiring training or equipment that was not arranged in advance

When the unsafe condition was not disclosed before the appointment, the booking may be treated as a same-day cancellation and the payment may be non-refundable.

CUSTOMER RESPONSIBILITIES

Before the team arrives, the customer must:

• Provide accurate property and booking information
• Ensure safe and timely access
• Secure pets when requested
• Identify fragile, damaged or high-value items
• Disclose hazards or specialty-cleaning conditions
• Remove excessive clutter when the purchased service does not include organization
• Provide working water and electricity
• Obtain any building, parking or concierge authorization

Failure to meet these responsibilities may result in reduced service, additional charges or cancellation without a refund.

CANCELLATION BY FRESH FINISH

Fresh Finish may reschedule an appointment because of illness, emergencies, severe weather, unsafe travel, staffing issues or circumstances outside our reasonable control.

When Fresh Finish cancels before service begins, the customer may choose:

• A replacement appointment;
• A service credit; or
• A refund to the original payment method

If Fresh Finish cannot provide the purchased service within a reasonable period, the applicable payment will be refunded.

REFUND PROCESSING

When a refund is approved, it will be returned to the original payment method whenever possible.

Processing times are controlled by the payment provider and financial institution. Fresh Finish cannot guarantee when the refunded amount will appear on the customer’s statement.

Fresh Finish will not provide cash refunds for purchases made by card.

CHARGEBACKS AND PAYMENT DISPUTES

Customers are encouraged to contact Fresh Finish before initiating a chargeback so we have an opportunity to review and resolve the concern.

Submitting a chargeback does not replace the customer’s obligations under this policy. Fresh Finish may provide booking records, communications, access records, service documentation and policy acceptance information to the payment provider when responding to a dispute.

Fraudulent or abusive payment disputes may result in refusal of future service.

LEGALLY REQUIRED REFUNDS

Nothing in this policy removes or limits any non-waivable right or remedy available under applicable consumer-protection law.

If a refund, cancellation right or other remedy is required by law, Fresh Finish will comply with that requirement.

CONTACT INFORMATION

Cancellation, rescheduling and service-quality requests may be submitted to:

Fresh Finish Cleaning
Telephone: (437) 747-8725
Email: info@freshfinishcleaning.ca
Service Area: Toronto and the Greater Toronto Area, Ontario, Canada

A cancellation or rescheduling request is not confirmed until Fresh Finish acknowledges it.