Terms
Service & cancellation terms.
By completing a booking, you agree to these service terms. For standard services that display an online price, the appointment is confirmed when the booking form is completed and the card is successfully saved with Stripe. Custom-quote services remain inquiries until Palmera confirms the scope, price and appointment with you.
Estimates and scope
Online estimates are based on the information provided by the customer. Heavy buildup, post-construction conditions, inaccurate home-size information or work outside the selected scope may require a revised quote before additional work is performed.
Payment after cleaning
A valid card must be saved through our secure Stripe form before a standard cleaning appointment is confirmed. Saving a card does not collect the cleaning price or a deposit. For a one-time cleaning, you authorize Palmera to charge the agreed total after that cleaning is completed. For recurring Maintenance Cleaning, you authorize Palmera to charge the agreed amount after each completed visit on the recurring schedule until you cancel or change the service. We will ask for your approval before performing additional chargeable work. Custom quote submissions are inquiries; after you accept a custom quote, card setup is required before that appointment is confirmed.
Recurring service
When Weekly, Every 2 Weeks or Every 4 Weeks is selected for Maintenance Cleaning, the first confirmed appointment establishes the recurring schedule. Palmera will return on the same weekday and in the same arrival window at the selected interval until the service is canceled or changed.
Access and arrival windows
Customers are responsible for providing safe and timely access to the property. Arrival windows are scheduling windows, not estimates of cleaning duration.
The Palmera Promise
If an item included in the confirmed cleaning scope was missed, contact Palmera within 24 hours so the issue can be reviewed and, when appropriate, corrected.
Cancellations and rescheduling
You may cancel or reschedule without a fee when you give Palmera at least 24 hours' notice before the start of your booked arrival window. Changes made with less than 24 hours' notice are subject to a $50 late-change fee. Same-day cancellations or reschedules, including requests made after a team has been dispatched, are subject to a $75 fee because the reserved time can rarely be reassigned.
Lockout or no access
If our team cannot enter the property at the scheduled arrival because access instructions are missing, a key or code does not work, a building will not admit the team, or no authorized person is available when access is required, Palmera will make a reasonable effort to contact you. If access cannot be obtained, the visit is treated as a same-day cancellation and a $75 no-access fee may be charged to the card on file.
Failed payments
If a post-cleaning charge is declined, Palmera may retry the saved payment method and will contact you to resolve the balance or update the payment method. Any unpaid completed service remains due. Future recurring visits may be paused if the balance is not resolved within 48 hours. Palmera does not add a separate failed-payment fee.
Recurring cancellations
Recurring Maintenance Cleaning has no long-term contract or termination fee. You may cancel the recurring schedule at any time. To avoid a late-change fee on the next scheduled visit, cancellation must be received at least 24 hours before that visit's arrival window. Canceling recurring service stops future visits; any cleaning already completed or already subject to the late-change policy remains chargeable.
Palmera scheduling changes
If Palmera needs to move or cancel an appointment because of staffing, weather, building access, safety or another operational issue, we will contact you as soon as possible and arrange a new time. Palmera does not charge a customer cancellation fee when Palmera initiates the change.