LEGAL
Cancellation & Rescheduling Policy
This is the exact fee schedule that applies to every booking — the same one shown to you before you book and before you cancel or reschedule.
SECTION 1
Definition of Booking Total
For the purposes of this Policy:
The Booking Total includes, where applicable:
- the service base price
- selected add-ons
- selected bundles
- Extra Cleaning Time
- applicable team or capacity premiums
Any applicable discount is deducted before the percentage-based cancellation or rescheduling fee is calculated.
SECTION 2
Standard cancellation & rescheduling rules
Your first reschedule on a booking is always free, no matter how close to your appointment. Every reschedule after that costs the higher of 25% or the fee shown below for your current time window.
| Time before your appointment | Cancellation fee | Reschedule fee |
|---|---|---|
| Within 15 minutes of booking | Free | Free |
| More than 24 hours before | Free | Free |
| 12–24 hours before | 25% | Free |
| 6–12 hours before | 50% | Free |
| 4–6 hours before | 50% | 25% |
| 2–4 hours before | 75% | 25% |
| Less than 2 hours before | 75% | 50% |
If our team has already been dispatched, or we're unable to access your property on arrival, fees may be assessed at Operations' discretion instead of the table above — our support team will always explain the reason. If a booking fails because of something on our side, you're never charged a fee and any payment is refunded in full.
SECTION 3
More than 24 hours before the booking
You may:
- cancel free of charge
- reschedule free of charge
SECTION 4
Between 2 and 24 hours before
12–24 HOURS BEFORE
Cancellation: 25% of the Booking Total. Rescheduling: free (or 25% if it isn't your first reschedule).
6–12 HOURS BEFORE
Cancellation: 50% of the Booking Total. Rescheduling: free (or 25% if it isn't your first reschedule).
4–6 HOURS BEFORE
Cancellation: 50% of the Booking Total. Rescheduling: 25% (free if it's still your first reschedule).
2–4 HOURS BEFORE
Cancellation: 75% of the Booking Total. Rescheduling: 25% (free if it's still your first reschedule).
SECTION 5
Less than 2 hours before
A rescheduling fee equal to:
A cancellation fee equal to:
applies.
SECTION 6
Cleaning Experts or team already on the way
Where XAINA has already dispatched the assigned Cleaning Expert or team, the booking has entered an active operational stage.
Cancellation or rescheduling is then subject to Operations review.
A charge of up to 100% of the Booking Total may apply depending on factors including:
- travel already undertaken
- personnel committed
- timing
- ability to redeploy the team
- operational costs already incurred
The maximum charge is not automatically applied in every case.
SECTION 7
Customer no-show or no access
You are responsible for ensuring that XAINA can reasonably access the property at the scheduled time.
If the service cannot begin because, for example:
- the customer is unavailable
- building or villa access cannot be obtained
- incorrect access information was supplied
- required security access was not arranged
- the property cannot otherwise be reasonably entered
the booking may enter XAINA's failed-access process.
A charge of up to 100% of the Booking Total may apply following Operations review.
SECTION 8
XAINA-caused changes
No customer cancellation or rescheduling fee applies where:
- XAINA cannot provide a suitable Cleaning Expert or team
- a specifically selected Preferred Lead Expert becomes unavailable and you do not accept the offered replacement
- XAINA causes a material delay
- the service cannot proceed because of a XAINA-side operational failure
- XAINA Support approves an exceptional documented case
Where appropriate, XAINA will offer an alternative booking or process the applicable refund.
SECTION 9
Preferred Lead Expert
A Preferred Lead Expert is prioritized but not guaranteed.
If the Preferred Lead becomes unavailable, XAINA may offer an appropriate replacement.
Where a Preferred Lead was specifically selected for that booking and you do not accept the replacement offered by XAINA, customer-caused cancellation fees do not apply.
SECTION 10
Subscription visits
Each Cleaning Subscription occurrence is treated as an individual booking for cancellation and rescheduling purposes.
Rescheduling one occurrence:
- changes only that occurrence
- does not change the recurrence anchor
- does not automatically move future visits
Cancelling or skipping an individual occurrence does not by itself cancel the parent Cleaning Subscription.
Subscription cancellation remains subject to the minimum commitment described below and in the Terms of Service.
SECTION 11
Subscription cancellation
The minimum Cleaning Subscription commitment requires both:
- 28 active days
- 2 completed and paid qualifying visits
After both requirements have been satisfied, the subscription may be cancelled.
If cancellation is requested before both conditions have been satisfied, cancellation will be scheduled for the first point at which both requirements are fulfilled.
Skipped, failed, voided, fully refunded or otherwise non-qualifying visits do not count toward the two required completed paid visits.
SECTION 12
Subscription pause
A Cleaning Subscription may be paused only after the minimum commitment has been fulfilled.
Maximum pause limits are:
- 28 consecutive days
- 28 total pause days within any rolling 90-day period
During a pause:
- affected visits are skipped
- no charge is made for skipped visits
- no make-up visits are automatically created
- the recurrence anchor remains unchanged
SECTION 13
Out-of-area requests
For bookings submitted through:
the applicable booking amount is authorized before XAINA completes its manual operational review.
The booking remains unconfirmed while XAINA checks:
- whether the location can be served
- whether the requested date and time can be fulfilled
- whether sufficient operational capacity is available
If XAINA approves the request:
- the authorization is captured
- the booking is confirmed
If XAINA does not approve the request:
- the booking is not confirmed
- the authorization is released or cancelled
- you are not charged
This is an authorization release, not a refund, because the payment was not captured.
Your bank or payment provider may require additional time before a temporary authorization is no longer visible.
SECTION 14
Refunds
Where XAINA has already captured a payment and a refund is due, the refundable amount will normally be returned to the original payment method.
After XAINA issues the refund, the time required for it to appear may depend on your bank, card network or payment provider.
A payment authorization that is cancelled or released before capture is not treated as a refund.
SECTION 15
How to cancel or reschedule
Use the booking-management functionality available through your XAINA account or contact XAINA Support:
Where technically possible, the applicable fee will be displayed before you confirm the cancellation or rescheduling action.
SECTION 16