Booking & Cancellation Policy

We keep booking rules simple and fair in both directions: your time is protected, and so is the slot we hold for you. This policy is part of our Terms of Service.

1. How booking works

• Book online at ivoryopal.com/book or by phone. You pick a date and a two-hour arrival window; we arrive within it and text when we're on the way.
• The price you see at booking is the price — a flat rate based on your selections. If your home is materially different from what was booked, we'll discuss it with you before starting.
• You'll get an email confirmation immediately and a reminder before your visit.

2. Payment holds — charged only after the clean

• At booking, we place an authorization (hold) on your card for the quoted amount through Square. This is not a charge.
• The hold is captured only after your cleaning is completed. If the booking is canceled in time, the hold is released and you pay nothing (banks typically show the release within a few business days).
• Card networks limit how long a hold can last (about 6 days). For bookings further out, or if a hold lapses before your visit, we may charge your card after the completed clean instead — never before.
• If you save a card on file, recurring visits are charged after each completed clean, and you can remove the card anytime.

3. Rescheduling & cancellation

• More than 24 hours before your arrival window: reschedule or cancel free, as often as you need. Call, text, or email.
• Within 24 hours of your arrival window: a cancellation fee of 50% of the booked price may apply, because that slot was reserved for you and can rarely be refilled.
• Lock-outs: if we arrive and can't access the space (no key, wrong code, no answer) we'll try to reach you and wait 20 minutes. If we still can't get in, the visit is treated as a same-day cancellation (50% fee).
• If we cancel: weather, illness, or emergencies occasionally happen on our side too. If we must cancel, you choose: priority rebooking at the earliest slot you like, or an immediate release of the hold — plus 10% off the rebooked visit for the trouble.

4. Recurring plans

• No contracts. Pause, switch frequency, or stop anytime with notice before your next visit.
• Skipping a visit is free with 24+ hours' notice; the same-day fee applies inside 24 hours.
• Recurring discounts assume the rhythm you chose. If more than two consecutive visits are skipped, the next visit may be priced as a one-time clean.

5. The 24-hour re-clean guarantee

If anything was missed, tell us within 24 hours of your clean — photos help but aren't required — and we'll return to re-clean those areas free, usually within two business days. The guarantee covers the scope booked (a standard clean isn't guaranteed to deep-clean grout, for example). It's deliberately simple: we'd rather fix it than argue about it.

6. Health & safety

• Please secure pets that may be anxious with visitors, and flag anything fragile or irreplaceable in your booking notes.
• If someone in the home has a contagious illness on cleaning day, please reschedule — the 24-hour fee is waived for illness.
• Our team may decline work that is unsafe (biohazards, structural hazards, aggressive animals); we'll always talk it through with you first.

Contact

To reschedule, cancel, or ask anything: ada@ivoryopal.com · +1 (341) 242-8759 · IVORY OPAL LLC, 1510 York St Ste 303, Denver, CO 80206.