Legal
Cancellation Policy
We understand that plans change. This policy explains what happens when you need to cancel or reschedule a cleaning appointment.
Cancellation Fees
| Notice before appointment | Fee |
|---|---|
| 24 hours or more | No charge — free cancellation |
| 12 to 24 hours | 50% of the booked service price |
| Less than 12 hours or no-show | 100% of the booked service price |
Fees exist because our cleaners block time specifically for your appointment and may not be able to fill the slot on short notice.
Rescheduling
You may reschedule your appointment free of charge once, provided you notify us at least 24 hours before the scheduled time. Subsequent reschedules or short-notice reschedules are treated as cancellations under the fee schedule above.
Exceptions
We waive cancellation fees in the following situations, provided you notify us as soon as possible:
- Medical emergency affecting you or an immediate family member in the home.
- Natural disaster, severe weather, or official emergency declaration in Austin.
- Property emergency (burst pipe, flooding, power outage, etc.).
Documentation may be requested. Decisions are made at our discretion and handled with good faith and common sense.
LugaMi Cancellations
In rare cases we may need to cancel or reschedule your appointment due to cleaner illness or emergency. We will:
- Notify you as soon as possible.
- Offer to reschedule at no additional charge.
- If rescheduling is not possible, you will not be charged anything.
How to Cancel or Reschedule
Contact us by any of the following methods:
- Email: hello@lugamicleaning.com
- Phone: (725) 318-3827
Include your name, appointment date, and time. Cancellations are only confirmed once you receive a written acknowledgment from us.