Cancellation Policy

Effective date: August 26, 2026
Version: 1.0

This Cancellation and Refund Policy applies to confirmed Luna Cleaning Co. appointments and is incorporated into the Terms of Service.

Customer cancellations

• 24 hours or more before the scheduled start: Cancel through the client portal or contact Luna. No cancellation fee applies. Any eligible prepayment will be refunded to the original payment method.
• Less than 24 hours before the scheduled start: Online cancellation closes and the request requires manual review. Luna does not impose an automatic late-cancellation fee. A charge may apply only when the confirmed service order clearly disclosed that charge before acceptance. Luna may waive or reduce any disclosed charge for an emergency or other reasonable circumstances.
• No access, lockout, or no-show: If assigned personnel arrive within the confirmed service window but cannot safely or lawfully begin, Luna will review the circumstances. No automatic fee applies; any charge must have been clearly disclosed and accepted in the confirmed service order.
• Work already started: If service is canceled after work begins, the customer is responsible for work actually performed and reasonable committed costs, up to the confirmed service total.

No fee will exceed an amount disclosed in the confirmed service order, and Luna will not charge a fee prohibited by law.

Recurring services

Canceling one appointment does not automatically cancel the recurring series. A customer may cancel the series through the client portal or by emailing Luna. A series cancellation stops future appointments after its effective date. An individual visit already inside the 24-hour cutoff requires manual review under this policy.

Cancellation by Luna

If Luna cancels an appointment and the customer does not accept a replacement time, Luna will initiate a full refund for the unperformed service. Unsafe conditions, missing access, prohibited work, or a material difference from the disclosed service scope may require separate review.

Refund processing

Approved refunds are returned to the original payment method. Luna will initiate the refund promptly after approval. A bank or payment provider may take approximately 5–10 business days or longer to post it.

How to cancel

• Client portal: Use the cancellation control for the appointment or recurring series.
• Email: Stephany@lunacleaning.co
• Phone: 714-620-9173

Include the booking reference and requested effective date. Luna will send confirmation when the cancellation is processed.