APEX Office Clean
+1 (512) 739-4028

Cancellation Policy

Last updated: January 2026

We understand that plans change. Sometimes your office closes for a holiday. Sometimes construction gets delayed. Sometimes you just need to move things around. This policy explains how cancellations and rescheduling work so there are no surprises.

Recurring Service Cancellation

If you need to cancel your ongoing cleaning service entirely, we require 30 days' written notice. This can be an email to info@apexofficeclean.us or a written letter. Phone calls are appreciated but don't count as formal notice — we need something in writing for our records.

Why 30 days? Because we schedule our crews based on your service agreement. Losing a client with no notice means we're left with payroll obligations and no work to fill that slot. Thirty days gives us reasonable time to adjust schedules and find replacement work for our team. It's the industry standard, and we think it's fair.

During the 30-day notice period, we'll continue to provide service as scheduled, and you'll continue to be billed normally. We won't slack off during this period — we do the same quality work on day 29 of your notice as we did on day one.

One-Time Service Cancellation

For one-time cleaning services — such as post-construction cleans, move-in/move-out cleaning, or special event preparation — we require 48 hours' notice to cancel without penalty.

Why 48 hours? Because we've blocked out time on our schedule, assigned crew members, and potentially turned down other work to accommodate your job. Two days' notice gives us a chance to fill that slot with other work.

Late Cancellation Fee

If you cancel a one-time service with less than 48 hours' notice, a 50% cancellation fee applies. This is based on the quoted price for the job. We know it's not ideal to charge for work we didn't do, but late cancellations have real costs for our business — our crew members were counting on those hours.

No-Show Policy

A "no-show" occurs when our crew arrives at your building at the scheduled time but cannot gain access to perform the work. Common causes include:

  • Key or access code doesn't work
  • Building security wasn't informed and won't let us in
  • Client forgot we were coming and isn't available to grant access
  • Office is unexpectedly closed for a holiday or event

In the event of a no-show, the full visit fee applies. Our crew spent the time driving to your location, attempted to access the building, and now has to return without completing any work. We pay our employees for their time regardless of whether they were able to clean.

To avoid no-shows, please make sure your building management and security team know our cleaning schedule. If you have a new access code or key, let us know before the scheduled visit. Communication prevents most access problems.

Rescheduling

Need to move a scheduled cleaning to a different day? No problem — just give us 24 hours' notice by calling +1 (512) 739-4028 or emailing info@apexofficeclean.us.

Rescheduling requests made with less than 24 hours' notice may not be possible. Our crews have set routes and other client commitments. If we can't accommodate a last-minute reschedule, the original visit still counts as a scheduled service.

For recurring clients, occasional rescheduling is normal and expected. If you find yourself needing to reschedule frequently, let's talk about whether a different service frequency or timing would work better.

Weather Policy

We operate rain or shine. Austin weather — even severe weather — rarely stops us from completing our scheduled work. Our crews have driven through flash floods, Texas heat waves, and ice storms to get to our clients' buildings.

However, we prioritize safety. If road conditions are genuinely dangerous and our crew cannot safely reach your location, we'll contact you to reschedule. In these rare cases, there's no charge for the missed visit — we'll make it up on the next scheduled service or add a catch-up visit at your convenience.

We do not close for typical Austin weather. If the roads are open and safe, we're working.

If We Can't Access the Building

Sometimes the issue is on our end. Maybe our key broke. Maybe the elevator is out of service in your high-rise. Maybe there's an unexpected building lockdown.

If we can't access your building due to circumstances beyond your control, we'll attempt to contact you immediately and reschedule at no charge. We don't penalize clients for building maintenance issues or emergencies.

If we can't reach you and the access issue can't be resolved, we'll document the attempt and try again at the next scheduled visit. For recurring clients, we'll add extra time to the next visit to catch up on anything missed.

Refund Policy

If a service was not performed to the standards described in your proposal, we will re-clean the affected areas at no charge within 48 hours of your complaint. Simply call or email us with specifics about what wasn't done properly, and we'll send a crew to fix it.

We do not offer cash refunds for completed services. If you're genuinely unhappy with our work and we can't make it right with a re-clean, we'll discuss a credit toward future service on a case-by-case basis.

Refunds for advance payments (if you prepaid for a month or quarter) are handled proportionally based on the number of scheduled visits completed versus paid for.

Holidays

We observe the following holidays and do not schedule regular cleaning service on these days:

  • New Year's Day (January 1)
  • Memorial Day
  • Independence Day (July 4)
  • Labor Day
  • Thanksgiving Day
  • Christmas Day (December 25)

If your regularly scheduled cleaning falls on one of these holidays, we'll contact you in advance to reschedule. There's no additional charge for holiday rescheduling.

Some clients close their offices for additional days around holidays. If your office will be closed on days when cleaning is normally scheduled, just let us know and we'll adjust the schedule.

How to Cancel or Reschedule

The easiest way is to call or email:

Phone: +1 (512) 739-4028
Email: info@apexofficeclean.us

For recurring service cancellations, we need written notice (email is fine). For one-time cancellations or rescheduling, a phone call with confirmation is sufficient.

Please include your company name and the scheduled date of service in any cancellation or reschedule request. This helps us process your request quickly and accurately.

Questions?

If you have questions about this policy or need to discuss a specific situation, call Carlos directly at +1 (512) 739-4028. We're reasonable people, and we understand that life happens. We'll work with you within the bounds of what's fair to both sides.

This Cancellation Policy was last updated in January 2026 and applies to all Apex Office Clean services.