What is your cancellation or rescheduling policy? in Nairobi

Cancellation or Rescheduling Policy at Nairobi Cleaning Services Centre

At Nairobi Cleaning Services Centre, we understand that plans can change unexpectedly, and we strive to accommodate our clients’ needs with flexibility and professionalism. Our cancellation and rescheduling policy is designed to ensure a fair and efficient process for both our valued residential and commercial customers in Nairobi, Kenya, while allowing us to maintain the high standard of service delivery you expect. Below, we outline the key details of this policy to provide clarity and transparency.

Cancellation Policy

If you need to cancel a scheduled cleaning service, we request that you notify us as soon as possible to avoid any inconvenience. Our cancellation policy is structured as follows:

• Cancellations Made More Than 48 Hours in Advance: If you cancel your appointment at least 48 hours before the scheduled service time, there will be no cancellation fee. For clients with periodic contractual cleaning agreements, this allows us to reallocate resources efficiently without disrupting your billing cycle or service plan.
• Cancellations Within 24-48 Hours: Cancellations made within this window may incur a fee equivalent to 25% of the scheduled service cost. This charge compensates for the preparation and staffing adjustments already set in motion for your appointment.
• Cancellations Less Than 24 Hours Before Service: If a cancellation occurs within 24 hours of the scheduled time, a fee of 50% of the service cost will apply. This reflects the limited time available to reassign our team and resources effectively.
• No-Show Appointments: In the event that our cleaning crew arrives and is unable to perform the service due to lack of access or notification (a "no-show"), the full service fee may be charged. We encourage clients to contact us promptly to avoid this scenario.

For clients on periodic contractual plans, cancellations do not terminate the contract unless explicitly requested. Instead, missed sessions can often be credited or rescheduled within the contract terms, as detailed below.

Rescheduling Policy

We aim to make rescheduling as seamless as possible to suit your convenience. Here’s how it works:

• Rescheduling More Than 48 Hours in Advance: If you inform us at least 48 hours before your scheduled cleaning, we will gladly reschedule your appointment to a new date and time at no additional cost, subject to availability. For contractual clients, this adjustment integrates smoothly into your ongoing service schedule.
• Rescheduling Within 24-48 Hours: Requests made within this timeframe are accommodated without a fee, provided our team’s availability aligns with your preferred new time. We will work diligently to find a suitable slot that minimizes disruption to your routine.
• Rescheduling Less Than 24 Hours Before Service: Last-minute rescheduling requests are subject to availability and may incur a nominal fee of 20% of the service cost to cover logistical adjustments. Our team will make every effort to prioritize your request and ensure minimal inconvenience.
• Emergency Rescheduling: In cases of unforeseen emergencies—such as sudden illness, family matters, or property issues—we waive rescheduling fees upon verification. Please contact us as soon as possible to discuss your situation, and we will arrange an alternative time that works for you.

How to Cancel or Reschedule

To initiate a cancellation or rescheduling request, we offer multiple convenient channels:

• Phone: Reach our customer service team directly at our Nairobi office during business hours (Monday to Saturday, 8:00 AM to 5:00 PM).
• Email: Send your request to our official email address, including your name, service date, and preferred action (cancellation or new time slot). We aim to respond within 4 hours during operational hours.
• Online Portal: For registered clients, log into your account on our website to manage bookings with ease.

We recommend providing your booking reference number, if available, to expedite the process. Once your request is processed, you will receive a confirmation via your preferred contact method.

Special Considerations for Contractual Clients

For those enrolled in our periodic contractual cleaning services, cancellations or rescheduling requests are handled with additional flexibility. Unused sessions within your billing cycle can often be carried forward or substituted with an alternative service (e.g., deep cleaning instead of routine maintenance), provided notice is given within the outlined timeframes. Contract terms may specify a minimum notice period or a set number of allowable changes per cycle—please refer to your agreement or consult our team for clarification.

Our Commitment to You

At Nairobi Cleaning Services Centre, our goal is to deliver exceptional cleaning services tailored to your needs, whether for your home or business. We recognize that flexibility is key to maintaining a strong client relationship. Should you have unique circumstances or require further assistance, our team is readily available to discuss options and find a solution that ensures your satisfaction.

For any additional questions about our cancellation or rescheduling policy, please do not hesitate to contact us. We are here to support you in keeping your space clean and comfortable, even when plans shift.