Policies & Guidelines

Am I responsible for any fees if Onix Cleaning cancels the service?

If the cancellation is due to circumstances within the customer’s control—such as unsafe conditions, inaccurate information, or inappropriate behavior—a cancellation fee will apply.

Are there any circumstances where a full refund is not provided?

A full refund may not be provided if the cleaning service was partially completed or if issues were reported beyond the 24-hour satisfaction guarantee window.

Can I change the terms of my service agreement?

Yes, you can modify the terms of your service agreement at any time.

Can I dispute a charge if I believe there was an error in billing?

Yes, if you believe there was an error in billing, please contact our customer support team within 7 days of receiving your invoice.

Can I put my service on hold temporarily?

Yes, you can temporarily pause your cleaning service at any time.

Can I request a different cleaning professional if I’m not satisfied with the current one?

Yes, we understand that finding the right fit is important.

Can I request a follow-up if I’m not satisfied with the cleaning?

Yes. If you’re not fully satisfied, simply inform us within 24 hours, and we’ll promptly schedule a follow-up visit at your convenience.

Can I reschedule after a cancellation?

Rescheduling is not guaranteed.

Can I switch to a different plan or frequency of service?

Yes, you have the flexibility to switch to a different cleaning plan or adjust the frequency of your service at any time.

Can Onix Cleaning cancel a service upon arrival?

Yes, Onix Cleaning has the right to cancel a service at the last minute, including after arriving on-site, if conditions are unsafe, unsanitary, or do not meet the agreed terms. 

Do I have to contact you every time for a cleaning?

No, once you have a recurring service agreement in place, there's no need to contact us before each cleaning appointment.

Do I need to pay if I cancel or pause the recurring service?

To avoid any fees, please provide at least 24 hours' notice if you need to cancel or pause your recurring service.

Do I need to sign a contract for recurring service?

While signing a contract for recurring services is not mandatory, we highly recommend it to ensure a clear understanding of service terms and to maintain scheduling consistency.

Do I need to sign anything?

For recurring services, we recommend signing a service agreement that outlines the terms and frequency of your cleanings.

Do you have a process for handling and resolving complaints from customers?

Yes, we have a comprehensive process for handling and resolving complaints:

Do you have a process for handling damage or breakage that occurs during the cleaning?

Yes, we have a clear and transparent process for handling any damage or breakage that occurs during cleaning.

Do you have a satisfaction guarantee policy? If so, what does it entail?

Yes, we offer a satisfaction guarantee. If you are not completely satisfied with our cleaning services, please contact us within 24 hours.

Do you have a satisfaction guarantee?

Yes, we proudly stand behind our work with a satisfaction guarantee.

Do you offer any follow-up services or inspections after a cleaning appointment?

Yes, we offer follow-up inspections and additional services upon request.

Do you offer any service guarantees?

Yes, we offer a comprehensive satisfaction guarantee.

Do you perform any follow-up checks or inspections after a cleaning service?

Yes, we conduct regular follow-up checks and inspections to maintain consistent quality.

Do you provide any guarantees or warranties for the services performed?

Yes, we offer guarantees and warranties to ensure the high quality and effectiveness of our cleaning services.

How do I cancel a cleaning?

To cancel a cleaning, please reach out to our customer support team via phone, SMS, or email with your appointment details.

How do I dispute a charge?

To dispute a charge, please contact our customer support team with your account information and details of the charge in question.

How do I file a complaint or address any concerns?

Filing a complaint is easy—just contact us via phone, email, SMS, or our website chat.

How do I provide feedback or rate the cleaning service?

You can easily provide feedback or rate our service through our website, email surveys, or third-party review platforms.

How do I report an issue with my cleaning service?

To report an issue with your service, simply reach out to our customer service team via phone, email, SMS, or through our website chat.

How do I report an issue with my service?

To report an issue with your service, simply contact our customer support team via phone, SMS, or email.

How do I request a refund for a cleaning service?

To request a refund, please contact our customer support team with the details of your service and the reason for the refund request.

How do I reschedule or cancel a cleaning appointment?

To reschedule or cancel a cleaning appointment, contact our customer support team with your preferred new date and time or your request to cancel.

How do you address issues or concerns raised by customers?

We follow a structured process to address and resolve any concerns.

How do you ensure the quality and consistency of your cleaning services over time?

We ensure ongoing quality and consistency through continuous staff training, frequent performance evaluations, and customer feedback.

How do you ensure the safety and security of my home during the cleaning service?

We have stringent protocols in place to ensure the safety and security of your home.

How do you handle accidental damage or breakage caused during the cleaning service?

In the rare event of accidental damage or breakage, our team will immediately report the incident to you, and we’ll work together to resolve the situation.

How do you handle any accidental damage or breakage that occurs during the cleaning service?

If accidental damage or breakage occurs during cleaning, we follow a structured protocol:

How do you handle feedback or complaints regarding the cleaning service?

We have a dedicated customer service team that promptly handles all feedback and complaints.

How do you handle issues or discrepancies raised by customers after the service?

We take all customer matters seriously.

How do you handle issues such as missed appointments or late arrivals?

If a cleaning professional misses an appointment or arrives late, please contact our customer support team immediately.

How do you handle situations where a cleaning task was not completed to my satisfaction?

If a cleaning task wasn’t completed to your satisfaction, please contact us within 24 hours of your service.

How does your satisfaction guarantee work?

Our satisfaction guarantee ensures that any issues or concerns with our service will be addressed within 24 hours.

How far in advance do I need to cancel to avoid a fee?

To avoid cancellation fees, please cancel or reschedule your appointment at least 24 hours in advance.

How long does it take to process a refund?

Refunds are typically processed within 5 business days after approval.

Is a long-term contract required for service?

No, a long-term contract is not required.

Is there a cancellation fee if I need to cancel or reschedule my appointment?

Yes, if you cancel or reschedule your appointment within 24 hours of the scheduled time, a fee may be incurred.

Is there a penalty for ending my recurring service agreement early?

There’s no penalty for ending your recurring service agreement early.

Under what circumstances can Onix Cleaning cancel or deny service?

Onix Cleaning reserves the right to cancel or deny any service, at any time, for reasons including but not limited to:

What happens if I am not satisfied with the cleaning?

If you’re not satisfied with the cleaning, we’re here to make it right.

What happens if I need to cancel or reschedule last minute?

Last-minute cancellations or rescheduling (within 24 hours of the appointment) may result in a fee.

What happens if I need to change the frequency of my recurring cleaning services?

You can change the frequency of your recurring cleaning services at any time.

What happens if I want to cancel my contract early?

No problem! We don’t impose penalties for early cancellation.

What if I have an issue with my service?

If you encounter any issues or have concerns about your service, please contact our customer support team as soon as possible.

What if my cleaning team missed a spot?

If the cleaning team missed a spot, please let us know as soon as possible.

What if the cleaning technicians feel unsafe at the property?

If our technicians feel unsafe or uncomfortable at any point, they are authorized to leave the premises immediately and cancel the service.

What is the policy regarding customer behavior toward cleaning technicians?

Onix Cleaning maintains a strict policy against any form of disrespect or abusive behavior toward our technicians.

What is the process for pausing and restarting my cleaning service?

To pause and later restart your cleaning service, simply reach out to our customer support team.

What is your cancellation policy?

We require a minimum of 24 hours notice for cancellations to avoid a fee.

What is your policy for cancellations and rescheduling?

Our policy requires a minimum of 24 hours notice for any cancellations or rescheduling to avoid fees.

What is your refund policy if I am not satisfied with the service?

If our service does not meet your expectations and a re-cleaning does not resolve the issue, we offer a refund policy.

What is your refund policy if I need to cancel my cleaning service?

If you cancel your service more than 24 hours before your appointment, you’ll receive a full refund. For cancellations made within 24 hours, a cancellation fee may apply.

What should I do if I’m unhappy with the service?

If you’re unhappy with the service, please contact our customer service team within 24 hours to report your concerns.

What steps do you take to continuously improve your cleaning services and customer experience?

We are committed to continuously enhancing our cleaning services and customer experience by actively listening to and implementing your feedback.

What steps do you take to ensure customer satisfaction after the cleaning is completed?

To ensure your satisfaction, we conduct follow-up calls, emails, or SMS to check in on your experience with our service.

What steps do you take to ensure customer satisfaction after the cleaning?

To ensure your satisfaction, we initiate follow-up calls, emails, or SMS, and we encourage customers to share their feedback.

Will I be charged if I need to reschedule my appointment on the same day due to an emergency?

We understand that emergencies happen. While we appreciate as much notice as possible, we’ll do our best to accommodate same-day rescheduling requests.

Will I be notified if my booking is canceled or denied?

Yes, if a service is canceled or denied, you will be promptly notified through your preferred communication method.