Late cancellations and lockouts are a major cost for Alkemi Clean in terms of both lost income and lost opportunity (“lockout” refers to any situation in which we arrive to the appointment and are unable clean due to error or oversight on the client's part including failure to ensure that both electricity and water are available to us). Our team depends on us to be able to give them enough work, and we have substantial time and effort invested in scheduling both clients and team members to make everything flow as smoothly as possible. For these reasons:
Alkemi Clean respectfully asks for at least 48 hour notice of cancellations or schedule changes so that we have an opportunity to rearrange our schedule and attempt to find new work to fill any gaps created. We prefer to have the most advance notice that you are able to provide. Notice can be provided via email or by text or phone call to our office. Please do not attempt to make schedule changes with the team on site at your cleaning. Changes must be made with a manager.
Any cancellations or changes *24 hours or less* before the appointment may be subject to a late cancellation charge of $50. Again, this represents a major opportunity cost and devalues the work that has gone into creating the week’s schedule. We understand that rare emergencies do happen and never want to penalize our clients for circumstances outside of their control, but need to also protect ourselves and our staff from problems resulting from lost income. As a general rule, you will not be charged for the first incident or in extreme circumstances. Exceptions may apply.
Lockouts are much more expensive for us than any cancellation in advance because a team has already been dispatched to your location and may not be able to simply move on to the next client depending on the next client’s schedule. Our teams are paid both travel time and mileage, and our managers must work hard to reroute any team that is unable to enter their appointment. Lockouts are an emergency for us.
Therefor all lockouts are subject to a charge of up to half the estimated price of your cleaning appointment with a minimum fee of $75. Please make sure we have clear entry instructions for your appointment. If you need to hide a key or leave a door unlocked for us, please set a reminder for yourself to do so. Many clients give us an entry code to the garage or another door to prevent any problems of this nature. This is highly recommended. As stated above, we do understand that rare emergencies and unforeseen events can occur so may choose to waive this fee in extreme circumstances. Exceptions may apply.