Cancellation & Refund Policy

1. Overview

At Hikari, we understand that plans can change. This Cancellation & Refund Policy explains the conditions that apply when cancelling or modifying a cleaning booking.

Our policy is designed to provide flexibility for clients while ensuring fairness to our independent cleaning professionals, who reserve time specifically for each confirmed booking.

2. Client Cancellation Policy

Clients may request to cancel a booking by contacting Hikari as soon as possible. Refunds are based on the amount of notice provided before the scheduled cleaning time.

More than 72 hours before the cleaning

Clients are eligible for a 100% refund of the booking amount. No cancellation fee applies.

Between 48 and 72 hours before the cleaning

Clients are eligible for a 75% refund of the booking amount. The remaining 25% may be used to cover booking management costs and compensate for the cleaner’s reserved availability.

Between 24 and 48 hours before the cleaning

Clients are eligible for a 50% refund of the booking amount. The remaining amount helps compensate the assigned cleaner for the reserved time and covers costs associated with managing the booking.

Less than 24 hours before the cleaning

Bookings cancelled less than 24 hours before the scheduled cleaning time are non-refundable. Due to the short notice, Hikari may use the payment to compensate the assigned cleaner for the reserved booking time.

3. Rescheduling a Booking

Clients may request to reschedule their booking. Rescheduling requests are subject to cleaner availability and are not guaranteed. Hikari will make reasonable efforts to find a suitable alternative time whenever possible.

4. Cleaner Cancellation or Unavailability

If a confirmed cleaner can no longer attend, Hikari will make reasonable efforts to contact the cleaner, find a suitable replacement where available, and keep the client informed throughout the process. If no suitable replacement can be found, the client will receive a full refund of the booking amount.

5. Client Responsibilities

Clients are responsible for providing accurate booking information, correct access instructions, ensuring the property is accessible at the scheduled time, and informing Hikari of any relevant information that may affect the cleaning service.

6. Access Issues

If the cleaner is unable to access the property due to incorrect, incomplete, or unavailable access information provided by the client, the booking may not be eligible for a refund.

7. Property Condition and Additional Work

Cleaning prices are based on the information provided during booking. If the property condition is significantly different from what was described and requires substantially more time or work, Hikari may contact the client to discuss available options. Additional work will only be completed with client approval.

8. Refund Processing

Approved refunds will be processed through the original payment method used during booking. Refund processing times may vary depending on the payment provider or financial institution.

9. Exceptional Circumstances

Hikari understands that unexpected situations may occur. Cancellation requests related to exceptional circumstances may be reviewed individually. Hikari reserves the right to consider specific circumstances when making decisions regarding refunds.

10. Contact Us

If you have any questions regarding cancellations or refunds, please contact Hikari at cleaning.hikari@gmail.com.