Cancellation & Rescheduling Policy

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

SECTION 3

15-minute grace period

Cancellations made within 15 minutes after placing the booking are free, provided the service has not already started. A Cleaning Expert or team already being on the way does not remove this grace period.

If the service has already started, it can no longer be cancelled under the 15-minute grace period.

Precedence:

• Within 15 minutes after placing the booking: free if the service has not started.
• A Cleaning Expert or team on the way does not override the grace period.
• After 15 minutes the normal window applies: more than 24 hours before the service free; 12 to 24 hours 50% of the Booking Total; less than 12 hours 100%; no-show or no access 100%.
• Once the service has started the grace period no longer applies.
• All fees come from the server cancellation quote.

SECTION 4

More than 24 hours before the service

You may:

• cancel free of charge
• reschedule free of charge (your first reschedule is free)

SECTION 5

12 to 24 hours before the service

Cancellation: 50% of the Booking Total.

Your first reschedule is free.

SECTION 6

Less than 12 hours before the service

Cancellation: 100% of the Booking Total.

Your first reschedule is free.

SECTION 7

Your free reschedule

Your first reschedule on a booking is free.

All fees come from the server cancellation quote.

SECTION 8

Cleaning Experts or team already on the way

Cancellations made within 15 minutes after placing the booking are free, provided the service has not already started. A Cleaning Expert or team already being on the way does not remove this grace period.

If the service has already started, it can no longer be cancelled under the 15-minute grace period.

After the first 15 minutes, the normal cancellation window applies.

SECTION 9

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 100% of the Booking Total may apply.

All fees come from the server cancellation quote.

SECTION 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

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 18

Contact