Booking Policy

Effective Date: July 17, 2025
Business License: B20250144590
Location: Clovis, California
Website: www.refreshandorganize.com
Contact: support@refreshandorganize.com | contact@refreshandorganize.com | (559) 978-0522

General Booking Terms

All services must be scheduled through our secure online booking system hosted via MioCommerce with Stripe integration. Our booking system ensures proper tracking, authorization, and compliance with our business policies. Bookings initiated by phone or email must still be finalized online for confirmation.

Verbal discussions, social media messages, or informal text inquiries do not constitute an agreement or appointment. Confirmed bookings are only valid after email confirmation is issued by Refresh & Organize by Chelsie LLC.

Required Booking Information

  • Client's full legal name and valid contact details (email and phone)
  • Complete service location address, including apartment/suite number, gate access codes, and special entry instructions
  • Requested service type (e.g., standard, deep, move-in/out, organizing, etc.)
  • Square footage of the home, number of bedrooms and bathrooms
  • Desired appointment date/time
  • Any known access limitations or onsite considerations such as pets, children, parking restrictions, etc.

Estimate Accuracy & Pre-Authorization

All pricing provided at the time of booking is an estimate and subject to change depending on the actual condition, layout, and workload upon arrival. Homes with excessive buildup, pet hair, odors, grease, or clutter may be reclassified as Deep Cleaning or Specialty Cleaning upon visual inspection.

We require pre-authorization for the full estimated amount. Charges are only finalized after the service is completed, unless a fixed-rate service or deposit-based project is pre-arranged.

Booking Confirmation

All appointment requests are reviewed manually. You will receive a formal confirmation via email when your booking has been approved and scheduled. If your requested time is unavailable, we will propose the next best alternative within the same week whenever possible.

First-Time Cleaning & One-Time Service Policy

All new clients, as well as one-time cleaning clients, are required to book a Deep Cleaning or Move-In/Move-Out Cleaning to ensure proper reset of the space. This applies even if the client believes the home is in good condition. Standard Cleaning is not available for first-time or one-time appointments unless pre-approved by Chelsie after a walkthrough or photo/video review.

  • We do not offer discounted or recurring pricing on first-time or one-time cleanings.
  • If a home is booked for a Standard Clean and found in Deep Clean condition, we reserve the right to reschedule or upgrade the service and pricing accordingly.

Recurring Cleaning Client Policy

Clients who book recurring services (weekly, biweekly, monthly) must first complete an approved Initial Deep Cleaning. This is a non-negotiable prerequisite to ensure a consistent baseline of cleanliness and quality.

  • Recurring rates reflect a discount and are only available if cleanings are performed at the scheduled frequency.
  • If more than 45 days pass between cleanings, the account may be reclassified as a one-time clean and standard pricing will apply.
  • Automatic scheduling is available; a valid card on file is required for all recurring service plans.
  • Recurring services may be paused or canceled by either party with 10 days’ written notice.
  • Skipping cleanings without proper notice or repeated rescheduling may result in loss of recurring client status.

Card on File Requirement

All clients must have a valid card on file to book and secure services. Your card will be used for pre-authorization and invoicing upon completion. Failure to maintain valid billing information may result in canceled appointments.

Accepted Payment Methods

  • Stripe (Visa, Mastercard, American Express, Discover)
  • Apple Pay (via online invoice)
  • Zelle (upon approval – must be paid in full 24 hours in advance)
  • Cash (only available for approved recurring clients)
  • Checks are not accepted for residential services

Travel Fee Policy

Clients located outside our standard service zone (Clovis, CA and parts of Fresno) will be subject to a travel surcharge of $15 to $45 depending on mileage, time of day, and frequency. Specific travel fees are calculated at the time of booking and are visible in your quote before you confirm your appointment.

For detailed policy information visit: Travel Fee Policy

Holiday Cleaning Surcharge

Any service scheduled on a U.S. federal holiday or during a holiday weekend (Friday–Monday) is subject to a non-refundable holiday surcharge. The exact surcharge varies between $40 and $95 depending on the holiday, booking time, and labor requirements.

All holiday cleanings must be booked through the Holiday Booking Request Form and pre-approved with payment authorization.

For full details, visit: Holiday Cleaning Policy

Late Booking Fee Policy

Appointments requested within 48 hours of the desired service time may incur a Late Booking Fee ranging from $25 to $75, depending on urgency and schedule impact. Late Booking Fees are clearly disclosed before final confirmation.

View our full late booking policy at: Late Booking & Fee Terms

Cancellation, Lockouts & Rescheduling

  • Appointments canceled with less than 24 hours’ notice are billed at 50% of the full service estimate.
  • Same-day cancellations or no-shows are billed at 100% of the total estimate.
  • Lockouts or inaccessible properties (after 15 minutes of wait time) are treated as same-day cancellations and billed accordingly.
  • Reschedules requested under 48 hours’ notice incur a $40 rebooking fee.

Complete cancellation policy: Cancellation & Rescheduling Policy

Photo Documentation

We use internal photo documentation before, during, and after each cleaning session using CompanyCam. These photos help verify performance, scope completion, and condition discrepancies. Images are securely stored for internal use and will never be made public without explicit client consent.

Add-On Services

Add-ons such as basic window cleaning, closet installations, interior painting, or deep appliance cleaning must be selected during booking or discussed 72+ hours prior. Same-day additions may not be accommodated due to time or equipment limitations.

Service Refusal Rights

We reserve the right to cancel, suspend, or refuse service if the work environment is deemed unsafe, unsanitary, infested, or grossly misrepresented during booking. Repeated violations or failure to comply with terms may result in permanent account deactivation.

Agreement & Policy Acceptance

By booking any service, you agree to abide by all Refresh & Organize by Chelsie LLC policies, including Booking Policy, Terms of Service, Safety Guidelines, Travel Policy, Holiday Policy, Refund Policy, and Dispute Resolution Policy.

Access our full policy library: refreshandorganize.com/policies