Thank you for choosing White Rock CleanPro. Please review the following Scheduling & Appointment Policy before booking your cleaning appointment.
By booking or confirming an appointment with White Rock CleanPro, you acknowledge that you have received, read, understand, and agree to this policy.
If you need to reschedule your cleaning appointment, please notify White Rock CleanPro as soon as possible.
Appointments may be rescheduled to a new service date up to 7 days from the original scheduled service date, subject to availability.
Rescheduled services must be rebooked within 24 hours of the rescheduling request. If the appointment is not rebooked within 24 hours, the appointment may be treated as a cancellation and any applicable cancellation fee may apply.
White Rock CleanPro reserves the right to assess the following rescheduling fees:
When an appointment is reserved, that time is held for your home. If you need to cancel your appointment, please contact White Rock CleanPro as soon as possible.
Cancellation notices may be sent through your booking portal or to:
White Rock CleanPro reserves the right to assess the following cancellation fees:
A lockout occurs when our cleaning team arrives for the scheduled appointment and is unable to access the property after making reasonable attempts to contact you by phone and/or text. A lockout will be treated as a same-day cancellation.
Cancellation and rescheduling fees are intended to offset the reserved appointment time, travel, and scheduling costs associated with your appointment.
We’ve confirmed your cleaning service date in our system and reserved a dedicated time slot for you with a two-hour arrival window. Please ensure our cleaning team has safe and timely access to your home and to the areas scheduled to be cleaned.
Access may be provided by:
If you will not be home at the time of service, access instructions must be provided before the appointment.
If access instructions are incomplete, inaccurate, or unavailable, White Rock CleanPro will make reasonable efforts to contact you before determining that a lockout has occurred.
The services included in your cleaning appointment are based on the service type, add-ons, home details, and scope discussed at the time of booking.
White Rock CleanPro may provide a separate service description, checklist, quote, booking confirmation, or written scope summary outlining what is included with your scheduled service.
If additional cleaning needs are identified upon arrival, or if the condition, size, or scope of the home differs significantly from the information provided at booking, pricing and/or timing may need to be adjusted.
Before any additional paid work is performed, White Rock CleanPro will review the updated scope and pricing with you and obtain your approval.
If you would like to add or remove services before or during your appointment, please contact White Rock CleanPro.
If a requested change affects pricing, scheduling, or scope, White Rock CleanPro will review the adjustment with you before proceeding.
A valid payment method is required to reserve your appointment.
White Rock CleanPro may authorize the payment method provided at the time of booking. For appointments scheduled more than 24 hours in advance, authorization may be placed within 24 hours of the scheduled service. Appointments booked within 24 hours of the scheduled service may be authorized at the time of booking.
Payment is processed upon completion of your scheduled service, unless otherwise agreed in writing.
For recurring service, a valid card must remain on file in order to maintain recurring appointments.
By scheduling your appointment, you authorize White Rock CleanPro to process payment for the services provided, including any approved adjustments to the scope of work and any applicable cancellation, rescheduling, or lockout fees under this policy.
The quoted total is the amount due for the scheduled services unless the scope of work changes or a fee under this policy applies.
If you have a concern about your completed cleaning, please contact White Rock CleanPro within 72 hours of service.
White Rock CleanPro may request photos, additional details, or a reasonable opportunity to inspect the area of concern. When appropriate, White Rock CleanPro may offer to address specific areas included in the original scope of work.
Service concerns do not include:
Refunds, re-cleans, or other resolutions are handled at White Rock CleanPro’s discretion based on the circumstances and original scope of work.
White Rock CleanPro provides professional cleaning supplies unless you request that your own products be used. If you prefer that we use your products, please have them readily available at the time of service.
White Rock CleanPro is unable to clean biohazards, bodily fluids, infestations, or other hazardous conditions. White Rock CleanPro reserves the right to determine what constitutes a biohazard, hazardous condition, or unsafe working condition.
Furniture or items weighing more than approximately 30 pounds will not be moved. White Rock CleanPro reserves the right to estimate whether an item exceeds this limit.
White Rock CleanPro may decline or stop service if the home presents unsafe, hazardous, or materially different conditions than were disclosed at booking.
White Rock CleanPro may, at its sole discretion, waive applicable cancellation or rescheduling fees for documented emergencies or exceptional circumstances.
Any waiver on one occasion does not constitute a waiver of future fees.
Failure to pay applicable service, cancellation, rescheduling, or lockout fees may result in future appointments being declined until the account has been brought current.
If you have questions about this policy or need to update your appointment details, please contact White Rock CleanPro.