Cancellation & Rescheduling Policy

1. Purpose

Comfort Scent Cleaning (“Comfort Scent,” “we,” “us,” or “our”) values reliable scheduling and clear communication. This Policy is intended to help customers plan confidently while allowing us to coordinate cleaning professionals, travel, equipment, and supplies. It applies to residential, commercial, Airbnb and vacation-rental, and move-in / move-out appointments.

This Policy supplements our Terms of Service and any written quote, confirmation, or service agreement applicable to an appointment. It does not limit rights that cannot be waived under applicable law.

2. Appointment Requests

Submitting an estimate, quote, booking, or appointment request does not guarantee availability or create a confirmed appointment. You are responsible for providing complete and accurate service, property, timing, and contact information so we can evaluate the request and communicate about scheduling.

3. Appointment Confirmation

An appointment is confirmed only after Comfort Scent provides a written confirmation or otherwise expressly confirms the date and service window. A payment receipt, automated submission message, or estimate by itself is not a scheduling confirmation unless it expressly states that the appointment is confirmed.

4. Requested Dates and Scheduling Availability

Requested dates and times are preferences and remain subject to availability, staffing, service area, travel time, property needs, and operational capacity. Comfort Scent will make commercially reasonable efforts to accommodate customer preferences, but no date, arrival time, completion time, or particular cleaner is guaranteed unless expressly agreed in writing.

Arrival windows and estimated service durations may be adjusted when reasonably necessary. We will provide notice when practical.

5. Customer Cancellation

If you need to cancel, contact Comfort Scent as soon as reasonably possible using an approved contact method below. A cancellation is effective when it is received and acknowledged by Comfort Scent, not when a message is first sent. We may request information reasonably necessary to identify and verify the appointment.

Any cancellation charge or other financial consequence applies only if it was clearly disclosed in the terms governing the booking and is permitted by applicable law. Nothing in this Policy limits a statutory cancellation right that applies to a transaction.

6. Customer Rescheduling

Customers may request a different date or time with reasonable notice. Rescheduling requests are subject to availability and are not effective until Comfort Scent confirms a replacement date or service window. If we cannot accommodate the preferred replacement, we may offer other available options.

A substantial change to the property, service scope, access plan, or requested timing may require an updated estimate or confirmation.

7. Company Rescheduling

Comfort Scent may need to adjust an arrival window or reschedule an appointment because of circumstances such as:

• Severe weather, flooding, hurricanes, or unsafe travel;
• Unsafe or materially different property conditions;
• Employee illness or an unexpected staffing issue;
• Equipment, vehicle, or supply failure;
• Traffic, road closures, or transportation disruption;
• Emergencies or urgent safety concerns;
• Operational requirements; or
• Events beyond our reasonable control.

When practical, we will notify you and make commercially reasonable efforts to offer an alternative. Replacement dates remain subject to availability.

8. Company Cancellation

Comfort Scent may cancel an appointment when service cannot reasonably or safely be provided, required information or access is unavailable, requested work falls outside our services, or an event beyond reasonable control prevents performance. We will provide reasonable notice when circumstances allow and communicate any available next steps. Payment or deposit handling will follow the applicable booking terms, Refund & Deposit Policy, and law.

9. Deposit Handling

Deposits, refunds, credits, transfers, and amounts retained in connection with a cancellation or rescheduling are governed by the Refund & Deposit Policy and any booking-specific terms presented before payment. This Policy does not independently make a deposit refundable or nonrefundable and does not replace those terms.

10. Late Cancellations

A cancellation made close to a confirmed appointment may limit our ability to reassign personnel and recover scheduling costs. Any consequence for a late cancellation will be based only on terms disclosed for the appointment, the work already performed, costs properly incurred, and applicable law. Customers should provide as much notice as reasonably possible.

11. Missed Appointments and No-Shows

An appointment may be treated as missed or as a customer no-show if our team arrives within the confirmed service window but cannot begin after commercially reasonable attempts to reach the customer or authorized contact. We may document the circumstances, wait for a reasonable period when practical, and contact you about available rescheduling options.

Any fee, deposit treatment, or balance associated with a missed appointment applies only under previously disclosed booking terms and to the extent permitted by applicable law.

12. Property Access Failure

Customers must provide timely, lawful, and safe access to all areas included in the confirmed scope. Access failure may include an unavailable or incorrect key or code, an unanswered door, an active alarm, denied building entry, inaccessible parking, or the absence of a required customer or property representative.

If access is unavailable, we may attempt to contact you, complete only safely accessible work when appropriate, delay service, or treat the appointment as missed. We are not required to bypass locks, security systems, building rules, or access restrictions.

13. Unsafe or Materially Different Conditions

We may pause, decline, cancel, or reschedule service when conditions present a reasonable safety, health, legal, or property risk, or when they differ materially from the information provided. Examples include unavailable utilities, uncontrolled animals, active pests, biohazards, exposed sharps, illegal substances, weapons, structural hazards, violence or threatening conduct, extreme temperatures, or work requiring training or equipment outside the confirmed scope.

If reasonable, we will explain the issue and discuss whether service can proceed after the condition is corrected or the scope is updated.

14. Customer Scheduling Responsibilities

Customers are responsible for:

• Providing and maintaining accurate contact information;
• Monitoring and responding promptly to scheduling messages;
• Providing safe property access and accurate access instructions;
• Ensuring required water and electricity are available;
• Disclosing pets and safely securing them when necessary;
• Disclosing gates, locks, alarm systems, and access restrictions;
• Disclosing parking, loading, building, or community restrictions;
• Being available when the confirmation requires attendance; and
• Promptly reporting changes to the property, scope, schedule, or conditions that may affect service.

15. Severe Weather and Emergency Situations

Safety takes priority during hurricanes, tropical storms, flooding, lightning, extreme heat, evacuation orders, dangerous road conditions, public emergencies, and similar events. Either party should communicate as soon as reasonably possible if conditions may affect an appointment. Comfort Scent may delay, shorten, cancel, or reschedule service when travel or performance would be unsafe or impractical.

16. Commercial Appointments

Commercial customers should identify an authorized scheduling contact and disclose access hours, security procedures, loading and parking rules, certificates or documentation required for entry, and changes that may affect the worksite. Building closure, unavailable access, or failure to complete required entry arrangements may require rescheduling. A written commercial service agreement controls where it contains more specific scheduling terms.

17. Airbnb and Vacation-Rental Turnovers

Turnover customers must provide accurate guest departure and arrival times, access instructions, property condition updates, and a prompt contact for time-sensitive decisions. Same-day turnovers are subject to availability and the time reasonably required for the confirmed scope. Late guest departure, early guest arrival, excessive property conditions, missing utilities, or access delays may affect what can be completed and may require an updated plan or rescheduling.

18. Move-In / Move-Out Services

Customers should coordinate cleaning with movers, contractors, property managers, utility providers, and closing or lease deadlines. The property should be in the condition described in the request and ready for the confirmed service. Comfort Scent is not responsible for third-party delays or external deadlines, but will make commercially reasonable efforts to communicate available options if the property is not ready.

19. Force Majeure

To the extent permitted by applicable law, neither party is responsible for delay or failure caused by events beyond reasonable control, including natural disasters, severe weather, fire, public health emergencies, governmental orders, utility or communications outages, civil disturbance, transportation interruption, or similar events. The affected party should provide reasonable notice when practical, and both parties should work in good faith toward an appropriate next step.

20. Company Communication Responsibilities

Comfort Scent will make commercially reasonable efforts to send confirmations, material scheduling updates, and notices of known delays, rescheduling, or cancellation using the contact information provided. Delivery can be affected by carrier, provider, network, spam-filter, or contact-information issues outside our control.

21. Customer Communication Responsibilities

Customers are responsible for monitoring communications regarding requested and confirmed appointments, keeping contact information current, responding when action is required, and notifying Comfort Scent if an expected confirmation or scheduling update is not received. An automated message does not override a later scheduling update from an authorized Comfort Scent representative.

22. Contact Methods

Comfort Scent may communicate about requested services through email, phone, SMS when applicable, AI Concierge interactions, or website notifications. Availability of a method may vary. For a time-sensitive cancellation or rescheduling request, use the contact information below and retain a copy of the communication. A request is complete only after Comfort Scent acknowledges it.

23. Questions and Scheduling Concerns

If you believe a cancellation or rescheduling issue was handled incorrectly, contact us promptly with the appointment details. We will review the available records and communicate a response in good faith. Any remedy remains subject to the applicable booking terms and mandatory consumer rights.

24. Policy Updates

Comfort Scent may update this Policy as scheduling practices, services, or legal requirements change. Revisions will be posted on this page with an updated effective date. Where required by law, we will provide additional notice. A revision will not retroactively remove rights that apply to an existing transaction.

25. Contact Information

For appointment cancellations, rescheduling requests, access updates, or questions about this Policy, contact: