Booking, Payment & Cancellation Policy

Booking & Pricing

Your cleaning price is based on the information you provide when booking, including the size, condition, occupancy, number of rooms and bathrooms, pets, cleaning frequency, and services requested.

Please provide accurate information.

If the property is materially larger, dirtier, more cluttered, or otherwise different from the information provided during booking, Tidy Torch may recommend additional time or services and adjust the price before completing additional work.

Add-ons and services not included in your original booking may result in additional charges.

Card On File

A valid payment method may be required to reserve your appointment.

By providing a payment method, you authorize Tidy Torch LLC and its payment processor to charge amounts properly associated with your booking, including:

• Cleaning services
• Applicable taxes
• Approved add-ons
• Approved additional cleaning time
• Authorized gratuities
• Applicable cancellation fees
• Applicable lockout or access fees

Cancellations

We understand that plans change.

Please cancel or reschedule your appointment at least 24 hours before your scheduled service.

Appointments canceled, substantially rescheduled, or reduced with less than 24 hours' notice may be subject to Tidy Torch's applicable late-cancellation fee.

Same-day cancellations, no-shows, and appointments where our team has already been dispatched may also be subject to a cancellation fee.

Rescheduling

Appointments may generally be rescheduled without a late-cancellation fee when at least 24 hours' notice is provided.

For recurring customers, changing or skipping a scheduled cleaning may increase the time between services and may result in a different rate for the next cleaning.

Property Access & Lockouts

You are responsible for ensuring our team can safely access the property during your appointment.

Please provide accurate:

• Door codes
• Gate codes
• Lockbox information
• Key instructions
• Other access information
• If our team arrives but cannot access the property, we will attempt to contact you.
• If access cannot be obtained within a reasonable period, the appointment may be treated as a late cancellation or lockout and an applicable fee may be charged.

Arrival Windows

Scheduled appointment times may include an arrival window.

Traffic, previous appointments, weather, staffing, and other circumstances may affect arrival times.

We will make reasonable efforts to communicate significant delays.

Pets

Please disclose all pets before your cleaning.

Pets that may escape, interfere with cleaning, or create a safety concern should be safely secured before our team arrives.

Our cleaning professionals do not clean litter boxes, animal feces, urine, vomit, or other potentially biohazardous pet waste.

Clutter

For the best cleaning results, please remove excessive clutter, clothing, toys, dishes, paperwork, and personal belongings from the areas being cleaned.

Our team may clean around clutter rather than moving or organizing personal property.

Move-In / Move-Out Cleaning

Move-in and move-out cleaning pricing generally assumes the property is vacant or substantially empty.

If interior appliance or cabinet cleaning has been selected:

• Refrigerators should be emptied
• Cabinets and drawers should be emptied
• Areas to be cleaned should be reasonably accessible
• Additional fees or service adjustments may apply if the property condition differs materially from what was booked.

Items We Do Not Clean

Tidy Torch does not ordinarily provide:

• Biohazard cleanup
• Human bodily-fluid cleanup
• Animal-waste remediation
• Mold remediation
• Pest extermination
• Hazardous-material cleanup
• Needle or sharps removal
• Crime-scene cleanup
• Other specialty remediation
• We may refuse or discontinue service when conditions present a health or safety risk.

Heavy Furniture & Appliances

Our cleaning professionals are not required to move major appliances, heavy furniture, safes, or other items that may create a risk of injury or property damage.

If you would like an area behind a heavy item cleaned, the item should be safely moved before our arrival.

Satisfaction Guarantee

We want you to be happy with your cleaning.

If an area included in your booked service was missed, please contact Tidy Torch within 24 hours after your cleaning.

When reasonably possible, send photographs of the specific area.

If the concern qualifies under our satisfaction guarantee, Tidy Torch may provide a complimentary re-clean of the affected area.

Our re-clean guarantee applies to services included in your original booking and does not include additional cleaning, upgrades, or new add-on services.

Because cleaning services involve labor that has already been performed, completed services are generally non-refundable except where otherwise required by law.

Damage Concerns

If you believe an item was damaged during service, please notify Tidy Torch as soon as reasonably possible and preferably within 24 hours.

Please provide photographs and information regarding the damaged item so we can investigate promptly.

Tidy Torch may inspect the item, review service records, communicate with the cleaning team, and request documentation of value before determining responsibility.

Before & After Photos

Tidy Torch may take photographs before, during, and after service for:

• Quality control
• Documentation
• Service verification
• Training
• Damage claims
• Dispute resolution
• Non-identifying before-and-after photos may also be used for marketing.
• If you do not want photos of your property used for marketing, contact hello@tidytorch.com.

Contacting Us

For cancellations, rescheduling, service concerns, or questions, contact Tidy Torch directly:

• Email: hello@tidytorch.com
• Phone: (520) 217-8814
• Notifying an individual cleaner does not guarantee that Tidy Torch has received your cancellation or scheduling request.

Terms & Privacy

Your booking is also subject to the complete Tidy Torch LLC Terms & Conditions and Tidy Torch LLC Privacy Policy.

By completing your booking, you acknowledge that you have reviewed and agree to these policies.