Sygora LLC — Cancellation Policy

Policy Version 1.0 · Effective July 21, 2026

The 90-Second Summary

We're a local cleaning service covering San Francisco, Oakland, and Berkeley. Our schedule is tight and our slots are dedicated. When a clean is cancelled at short notice, it's almost never recoverable, so we keep a clear policy so everyone knows what to expect. We're also reasonable people — first-time cancellations with notice are always waived.

If you need to cancel or reschedule

• More than 7 days before your appointment: no fee.
• Between 2 and 7 days before: small fee depending on service type (see full policy below).
• Less than 48 hours before: larger fee.
• Same day, no-show, or no access: highest fee.

Reschedules for one-time services follow the same fee table as cancellations, based on the notice given. Notice must be in writing (text or email) and is timed from when we receive it.

If we have to cancel on you

• More than 48 hours notice: we reschedule, no charge to you.
• Less than 48 hours: discount on your rescheduled clean (15–20%) plus a free add-on where applicable.
• For move-out and STR turnover services, where timing is critical, we cap our compensation at a stipend toward a replacement cleaner if we cannot fulfill in time.

Recurring (bi-weekly, weekly, monthly)

• Your discounted recurring rate is conditional on completing your first 3 visits. If you cancel before visit 3, completed visits are rebilled at our one-time rate (the difference is small).
• You can skip up to 2 visits in any 6-month period without penalty.
• Pauses longer than 60 days end the recurring arrangement; restarting requires a one-time clean to re-onboard.
• Repeated rescheduling: 2 free reschedules every 90 days; the 3rd is $35; the 4th may move you off the recurring discount.

Short-Term Rental (Airbnb / VRBO) hosts

• Per-turnover fees apply on short-notice cancellations.
• Multi-pack discounts are conditional on completing the pack. Breaking a pack early or letting a pack go unused beyond its validity window unwinds the discount.
• Pack validity: 4-pack = 4 months, 5-pack = 5 months, 6-pack = 6 months. One 90-day extension available on request.

Card on file

All direct-booked customers authorize a card on file at booking. The card is charged only if a cancellation or no-show triggers a fee under this policy. Customers paying by other methods (Zelle, check, cash) for the service itself still authorize a card on file for fee purposes.

If you have questions

Email contact@sygora.com or text 415-573-3588. We waive fees for genuine first-time mistakes and we try to be reasonable in every case. The policy exists so the unreasonable cases don't make us close shop.

Full Policy Text

Sygora LLC — Cancellation, Reschedule, and No-Show Policy

Policy Version 1.0. Effective July 21, 2026.

How to give notice

Notice of cancellation or reschedule is valid only when sent in writing to Sygora through one of these channels:

• Text message to Sygora's business phone: 415-573-3588.
• Email to Sygora's business email: contact@sygora.com.
• Reply to the booking confirmation message on the original channel.
• Direct message on the booking platform (Thumbtack, Airbnb, Angi) if the booking was placed there.

Voicemail, social media direct messages, and verbal notice given to a cleaner during a prior visit do not constitute notice. Notice is timestamped at time of receipt by Sygora, not time of sending or reading.

First-time cancellation grace

The first cancellation by any residential customer (recurring, deep clean, move-out / move-in), provided written notice is given in any time window, is waived as goodwill. This grace does not apply to no-shows or to STR turnover hosts.

Quotes under review

Some bookings (for example, heavy-condition cleans) are submitted for price confirmation without a scheduled date or time. These are requests, not scheduled services: no calendar slot is held, and no fee under this policy can apply until a date and time are confirmed with you in writing. Once confirmed, the confirmed appointment is a scheduled service under this policy.

Deposits

Where a deposit is collected at booking, it remains fully refundable until a cancellation fee is triggered under this policy. Once a fee is triggered, the deposit is applied against the fee; any difference is refunded to you or invoiced, as applicable.

Section A — Residential Recurring Service (bi-weekly, weekly, monthly)

Cancellation of an individual scheduled visit:

No-show / no-access: a no-show / no-access situation exists when the cleaner arrives at the scheduled time, waits 15 minutes, makes at least one text and one phone-call attempt to reach you, and is unable to gain entry. The same-day fee applies.

Reschedule limits:

• You may reschedule a recurring visit up to 2 times in any rolling 90-day period without fee, provided the reschedule is more than 24 hours before scheduled service and a new date within 14 days is agreed.
• A 3rd reschedule in 90 days: $35 reschedule fee.
• A 4th or further reschedule in 90 days: $50 reschedule fee, and Sygora reserves the right to move the customer off the recurring discount rate to the one-time rate for future visits.
• A reschedule requested within 24 hours of scheduled service, or without proposing a specific new date within 14 days, is treated as a cancellation under the table above.

Recurring discount conditionality (3-visit minimum): the recurring rate reflects a discount off our one-time rate, conditional on completing the first 3 visits. If you terminate the recurring service before completing 3 visits, the completed visits are retroactively rebilled at the one-time rate. The difference is captured against your card on file.

Worked example: 2BR Essential bi-weekly recurring at $197 per visit (one-time rate $219). You complete 2 visits and cancel. Clawback = ($219 − $197) × 2 = $44.

Skip allowance and pauses:

• You may skip up to 2 scheduled visits per rolling 6-month period with no fee, provided notice is given before the scheduled time.
• Pauses requested for longer than 60 days end the recurring arrangement. Restarting requires a one-time clean to re-onboard before recurring can resume.

Section B — Deep Clean (one-time)

Reschedules: a reschedule request follows the same fee table above, based on the notice given. The rescheduled appointment is a new scheduled service under this policy.

Deposit handling: as described under Deposits above.

No-show / no-access: the cleaner waits 20 minutes at the door, makes at least one text and one phone-call attempt to reach you, and documents the visit. The same-day fee applies.

Section C — Move-Out / Move-In

Reschedules: a reschedule request follows the same fee table above, based on the notice given.

Deposit handling: as described under Deposits above.

No-show / no-access: the cleaner waits 30 minutes at the door (longer than other services because move-out customers are commonly coordinating with movers or building staff), makes contact attempts, and documents the visit. The same-day fee applies.

Section D — Short-Term Rental Turnover (Airbnb / VRBO)

Per-turnover cancellation:

Reschedules: a reschedule request for a single turnover follows the same fee table above, based on the notice given.

No-show / no-access for STR: the cleaner waits 10 minutes (shorter than residential because the guest check-in window is fixed) and documents. The same-day fee applies.

Multi-pack commitment and break: 4-pack, 5-pack, and 6-pack rates reflect a discount off the one-off turnover rate, conditional on completing the pack. If the pack is cancelled before completion, completed turnovers are retroactively rebilled at the next-lower pack tier (or the one-off rate if fewer than 4 were completed). The difference is captured against your card on file.

Worked example: host on a 2BR 6-pack at $182/turnover. Host completes 3 turnovers, cancels the remaining 3. At the next-lower 5-pack rate ($190/turnover), the rebill on completed turnovers is 3 × $190 = $570, vs. paid 3 × $182 = $546. Clawback = $24. Cancellation fees apply separately on the 3 remaining turnovers based on the notice given for each.

Pack validity window:

• 4-pack: 4 months from purchase.
• 5-pack: 5 months from purchase.
• 6-pack: 6 months from purchase.

Sygora will notify the host one month before the pack expires if turnovers remain unused. One 90-day extension is available on request, at Sygora's discretion. If no extension is granted, the pack expires at the validity-window end and completed turnovers are retroactively rebilled per the pack-break terms above.

Host non-response (ghosting): if a host does not respond to confirmation messages for 2 consecutive scheduled turnovers, Sygora may cancel the remaining pack, apply the pack-break clawback, and charge the same-day cancellation fee for the missed turnover.

Section E — If Sygora Cancels

We do not cancel customer bookings except in cases of illness, vehicle failure, or other genuine emergency. If we do cancel, you receive the following:

Residential recurring and deep clean:

• More than 48 hours notice from us: we offer reschedule, no other compensation.
• Between 24 and 48 hours notice from us: 15% off the rescheduled clean.
• Less than 24 hours notice from us: 20% off the rescheduled clean plus a free add-on (oven, fridge, or baseboards).

Move-out / move-in:

• More than 72 hours notice from us: reschedule offered, no other compensation.
• Between 48 and 72 hours: 20% off the rescheduled clean.
• Between 24 and 48 hours: 30% off the rescheduled clean, or (your choice) a $75 credit toward a replacement cleaner if we cannot reschedule before your move deadline.
• Less than 24 hours or no-show: a $100 credit toward a replacement cleaner.

STR turnover:

• More than 48 hours notice from us: free replacement turnover offered if possible, no other compensation.
• Between 24 and 48 hours notice from us: free replacement turnover; if we cannot perform a replacement before guest check-in, a $100 stipend toward your emergency cleaner.
• Less than 24 hours or no-show: a $150 stipend toward your emergency cleaner.

Section F — Card on File

All direct-booked customers (website or phone) authorize a card on file at booking. The card may be charged only for fees triggered by this cancellation policy: cancellation fees, no-show fees, reschedule fees, and any retroactive repricing (clawback) per the recurring or pack commitment terms above. Service charges are billed separately according to the method you select for service payment.

Section G — Policy is Part of the Service Agreement

This policy forms part of the Sygora LLC Service Agreement you accept when booking a service with Sygora. It applies to all services performed by Sygora regardless of booking channel. For website bookings — including STR multi-pack purchases — acceptance is given by ticking the policy checkbox at checkout (clickwrap). By booking, you confirm you have read this policy and agree to its terms.

Sygora LLC · San Francisco, Oakland & Berkeley · contact@sygora.com · 415-573-3588