Cancellation Policy

How charges work

A saved payment method is required to request a clean. Your card is not charged when you submit a request, and it isn't charged if Castle Cleans cannot confirm the booking. Once confirmed, the estimated amount is authorized 48 hours before the clean (or immediately if your clean is inside the 48-hour window) and final payment is captured after completion and photo report. Late cancellations and no-access situations may be charged according to the tiers above.

The fine print

• Recurring hosts: if you book us regularly and a guest cancels last-minute, we'll always try to waive or shift the fee before charging — we'd rather keep the relationship than nickel-and-dime.
• No-access situations: if a code fails, entry is blocked, or the property isn't safe to enter, we wait up to 30 minutes and attempt to reach you. After that, the visit is treated as a same-day cancellation and the saved payment method may be charged.
• Cleaner arrival when property can't be entered: once a cleaner has been dispatched for a confirmed booking, the trip and reserved slot are billable if access can't be provided.
• Castle Cleans cancellations: if we ever need to cancel on you (illness, weather, equipment), there's no fee and we'll do everything possible to find a replacement slot — plus a small discount on the next clean as a thank-you for the flexibility.
• Weather & emergencies: severe weather or genuine emergencies (illness, family) waive all fees on both sides — just let us know.

This page describes our standard practice and is provided for clarity. It is not legal advice.