Refund & Cancellation Policy

We reserve your appointment time and assign a team to your home, so timely notice matters. 24+ hours’ notice: reschedule or cancel free. Less than 24 hours / same-day: a $50 short-notice fee. Team already on the way: a $50 trip fee. No-show, lockout, or no access: up to 100% of the service total. There is no deposit; the card on file is used for any applicable fees and for payment after a completed clean. To reschedule, call or text (832) 281-4366 as early as possible — voicemails left for an individual cleaner do not count as notice.

To clean your home we need reliable access at the scheduled time — someone home, a working gate/door code, a lockbox, or key arrangements, with gates unlocked, parking available, and pets secured. If our team arrives and cannot gain access — after traveling to the property and reserving your appointment time — the full service amount may be charged to the card on file. This includes no one home when access was required, a locked or blocked gate, a wrong or non-working code, an unsecured pet that prevents safe entry, or being turned away at the door.

Your satisfaction is guaranteed. If you’re not happy with any area we cleaned, tell us within 24 hours and we’ll return and re-clean that area free of charge. Report concerns by call or text to (832) 281-4366 or email support@texasnovacleaning.com. The guarantee covers re-cleaning the affected areas to the agreed scope and condition; it is not a cash refund of a completed service.

If there is ever a problem with a charge or a cleaning, please contact us first within 24 hours so we can review it and make it right. By keeping a card on file and booking service, you authorize charges for completed services and applicable fees. Filing a chargeback without first contacting us is not a substitute for our satisfaction process; for completed work or fees properly owed, we may contest the dispute with our documentation. This does not limit your rights under applicable law or card-network rules.

All estimates are based on the information provided by the customer. Upon arrival, Texas Nova Cleaning performs an initial walk-through inspection. If the actual condition, size, scope, or requested services differ from the information originally provided, a revised estimate may be presented before work begins. No additional work will be performed without customer approval.

Recurring customers may skip or pause visits — just give us 24+ hours’ notice (the Cancellation Policy applies to short-notice skips). Your recurring discount is based on maintaining your selected frequency; repeatedly skipping can change the effective frequency and the applicable discount on future visits. Long pauses may release your standing time slot, and extended gaps may require a Deep/Reset clean to return the home to maintenance condition. Final pricing and savings are confirmed during the quote and booking process.

For the safety of our team and your home, Texas Nova Cleaning may reschedule cleanings during hazardous Houston weather — flooding, severe storms, hurricanes/tropical weather, icing, or official warnings. Weather reschedules carry no penalty to you. We’ll contact you as early as possible to move your appointment to the next available day, and recurring customers keep their place in the schedule.

Texas Nova Cleaning is closed on all calendar holidays so our family-owned team can spend those days with their families, and we do not schedule cleanings on calendar holidays. Cleaning is available 7 days a week. Customer Service: 7 days a week, 9 AM–9 PM, with limited availability on holidays. If a recurring clean falls on a holiday or closed day, we’ll reschedule the nearest available day.