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Refund & Cancellation Policy

Effective Date: 8/15/2020
Last Updated: 8/14/2025

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At First Response Custom Cleaning, we strive for complete customer satisfaction. This policy explains our approach to cancellations, refunds, and service guarantees in Newport News, Virginia and surrounding areas.

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1. Cancellations

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  • Standard Services: Cancellations must be made at least 24 hours before the scheduled service to avoid a cancellation fee.

  • Short-Notice Cancellations: If you cancel with less than 24 hours’ notice, a fee of up to 50% of the service cost may apply.

  • No-Shows: If our crew arrives and cannot access the property, the appointment will be marked as a no-show and the full service fee may be charged.

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2. Refunds for Services

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Because our services are labor-based and completed on-site, we generally do not issue monetary refunds once a service has been completed. However:

  • If you are unsatisfied with the service, contact us within 48 hours so we can schedule a re-clean or address the concern.

  • In cases where a service cannot be completed due to our fault (e.g., equipment failure), a partial refund or service credit may be issued at our discretion.

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3. Deposits

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  • Some services may require a deposit to secure your booking. Deposits are refundable if the appointment is canceled more than 24 hours before the scheduled time.

  • Deposits are non-refundable for short-notice cancellations or no-shows.

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4. Service Satisfaction Guarantee

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If you are not satisfied with your cleaning, notify us within 48 hours and we will return to address the concern at no extra charge.

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5. Governing Law

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This policy is governed by the laws of the Commonwealth of Virginia and applies to services performed in Newport News and surrounding areas.

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6. Contact Us

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First Response Custom Cleaning
Phone: (757) 267-4377
Email: service@firstresponsecc.com
Website: https://firstresponsecc.com

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