Cancellation and Rescheduling Policy

Cleaning bookings require advance allocation of cleaners, drivers, supervisors, equipment and travel time. This policy explains how Eminence Cleaning Group Pte. Ltd., trading as Eminence Cleaning, handles booking changes fairly and transparently.

This policy forms part of our Terms and Conditions.

1. How to Request a Change

Send cancellation or rescheduling requests through an official channel:

• WhatsApp: +65 9883 0358
• Email: sales@eminencecleaning.sg

Include the booking name, service address, original date and preferred replacement date where applicable.

A request is effective when acknowledged by our team, not merely when sent. Customers should not assume that a voicemail, social-media direct message, deleted message or unanswered message has changed a confirmed booking.

2. Notice and Availability

Please notify us as early as possible. Early notice gives us the best chance of moving the booking without wasted manpower or transport.

A requested replacement date is subject to availability and is not confirmed until we acknowledge it in writing. We cannot guarantee the same cleaner, crew, arrival time, promotion or price for a new date if operational requirements or scope have changed.

3. Cancellation and Rescheduling Charges

Any cancellation fee, rescheduling fee, failed-visit charge, waiting-time charge or deposit treatment that applies to a booking will be stated in the quotation, invoice or booking confirmation before the booking is confirmed.

We will not impose an undisclosed standard cancellation or rescheduling fee after the fact. However, third-party costs already incurred for a confirmed job, such as special equipment hire, permits, non-refundable access charges or specifically approved materials, may remain payable where those costs and their treatment were disclosed or agreed in writing.

Where no charge has been stated, we will assess a requested change reasonably based on whether manpower, transport, equipment or specialist resources have already been committed.

4. Early Rescheduling

Where sufficient notice is provided and no non-refundable cost has been incurred, we will generally try to move the booking to another available slot.

Rescheduling does not extend the validity of a time-limited promotion, quotation or package unless we confirm it. If the new date changes the operational cost, restricted-hour requirement or service condition, we may issue a revised quotation before confirming it.

5. Late Changes

A late cancellation or rescheduling request may cause the assigned team to lose a paid work slot and may affect other customers. Where the booking confirmation contains a late-change fee or deposit rule, that term may apply.

Instead of cancelling outright, we may offer reasonable alternatives where operationally possible, such as:

• moving the start time on the same day;
• reducing or prioritising the scope;
• assigning a different crew;
• moving the booking to the next available date; or
• applying an approved prepaid amount to a replacement booking.

Any alternative is subject to written confirmation.

6. Same-Day Cancellation

Same-day cancellations are especially disruptive because manpower and transport are usually already deployed.

The amount payable, if any, is the amount stated in the booking confirmation or otherwise agreed in writing. Special equipment, transport, access or manpower costs already incurred may not be recoverable.

7. No Access, Incorrect Address or Customer Unavailable

The customer must ensure that the property is accessible at the confirmed time. This includes:

• providing the correct address and unit number;
• ensuring that keys, access codes or an authorised person are available;
• arranging security, MCST, landlord, office or building approval;
• confirming loading-bay and lift access; and
• keeping the job-day contact reachable.

If the team cannot gain access, we will try to contact the customer. Depending on the schedule and the terms confirmed for the booking, we may:

1. wait for a reasonable period;
2. begin later and complete only what is possible within the remaining time;
3. reschedule the service;
4. treat the visit as a failed visit or late cancellation; or
5. charge only the waiting-time or failed-visit amount disclosed in writing.

Parking, building and transport costs already incurred may remain payable where disclosed.

8. Delayed Access and Reduced Working Time

Where work begins late because access, decluttering, contractor handover, security clearance, utilities or customer instructions are not ready, the team may have less time available.

We may prioritise the confirmed scope, extend the job at an approved additional charge, or reschedule unfinished work. We are not responsible for incomplete lower-priority items where the delay was outside our control and the team used the remaining time reasonably.

9. Material Scope Changes on the Job Day

A request to add rooms, appliances, furniture, upholstery, scrubbing, waste removal or other work is not merely a reschedule. It is a scope change.

We may requote, allocate additional time, return on another date or decline the additional work. The original service remains payable to the extent delivered or reserved.

10. Company Delay

Arrival times are reasonable estimates unless expressly guaranteed in writing. Traffic, weather, building access, earlier jobs, equipment issues and safety incidents can cause delays.

Where we expect a material delay, we will try to notify the customer. Depending on the circumstances, the customer may accept the revised arrival time or move the booking to another available slot.

A delay does not automatically entitle the customer to compensation for indirect loss, missed appointments, rent, business interruption or third-party charges. This does not affect any right that cannot lawfully be excluded.

11. Company Rescheduling or Cancellation

We may reschedule or cancel where service cannot reasonably proceed because of:

• sudden staff illness or accident;
• vehicle or essential equipment failure;
• severe weather, flooding or transport disruption;
• unsafe, unlawful or undisclosed site conditions;
• building closure, evacuation or utility failure;
• harassment, threats or unsafe conduct; or
• another event beyond reasonable control.

Where we cancel for reasons not caused by the customer, we will offer an available replacement slot or refund the prepaid amount for the unperformed service. This is subject to any separate contract governing recurring or commercial work.

12. Unsafe Conditions

If the team arrives and identifies undisclosed biohazards, sharps, aggressive pests, unstable structures, exposed electrical risks, dangerous height work, aggressive animals or other unsafe conditions, we may stop or decline work.

This may be treated differently from an ordinary customer cancellation. We will review the work completed, costs incurred, information disclosed before booking and whether a safe alternative service can be arranged.

13. Recurring Services

Recurring residential, office or commercial plans may have their own notice period, minimum term, pause rules or termination terms in a written service agreement. Those agreed terms take priority over this general policy for that plan.

Skipping one visit does not automatically cancel future recurring bookings. The customer should obtain written confirmation of any pause or termination.

14. Deposits, Booking Fees and Prepayments

The refundability or transferability of a deposit, booking fee or prepayment is determined by the written term provided before payment.

Where a prepaid amount exceeds the valid cancellation charge or non-refundable cost, any approved balance will be returned or credited through the agreed payment channel. Processing time can vary by bank or payment provider.

15. Force Majeure and Emergencies

We will handle genuine emergencies reasonably. Events may include hospitalisation, serious accidents, sudden building closure, public-health restrictions, severe weather or government action.

Evidence may be requested where a fee waiver or exceptional refund is sought. A waiver offered in one case does not permanently change this policy.

16. Refund and Reclean Matters

A cancellation concerns a service that has not been fully performed. Concerns about the quality of a completed service are handled under our Refund and Reclean Policy.

17. Statutory Rights

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under Singapore law.

18. Contact Us

To cancel, reschedule or clarify a booking:

Eminence Cleaning Group Pte. Ltd.
WhatsApp: +65 9883 0358
Email: sales@eminencecleaning.sg