Refund Policy

1. Our 24-hour satisfaction guarantee

If you are not happy with any area we cleaned, contact us within 24 hours of the completed appointment. We will return as soon as possible — usually within 1 to 2 business days — and re-clean the affected area at no additional charge.

To request a re-clean, email support@mamahearth.com or call 917-352-8211 with:

• Your booking date and confirmation number.
• A short description of the issue.
• Photos of the affected area(s), if possible.

2. When refunds are issued

Re-cleans are our first remedy. Cash refunds are issued only in the following situations:

• You requested a re-clean within the 24-hour window and we were unable to schedule one within 7 days.
• We cancelled your appointment and could not offer a replacement date that worked for you.
• You were billed in error (duplicate charge, wrong amount, wrong service).
• The Service was not delivered for reasons within our control.

When approved, refunds are issued to the original payment method within 5 to 10 business days, depending on your bank.

3. Partial refunds

If only part of your home was affected by the issue, we may issue a partial refund proportional to the rooms or tasks impacted. Partial refunds are calculated at our reasonable discretion based on the original price of the Service.

4. Non-refundable situations

Refunds will not be issued for:

• Requests made more than 24 hours after the appointment ended.
• Late cancellations or no-shows (see Section 5).
• Lockouts or denied access to the property at the scheduled time.
• Issues caused by inaccurate booking information (wrong home size, undisclosed pets, undisclosed condition of the home).
• Tasks outside the standard scope of the Service booked (see Terms of Service).
• Pre-existing damage, normal wear and tear, or stains that cannot be removed by standard residential cleaning.
• Dissatisfaction reported after a third party (other cleaners, contractors, family members) has entered the home post-service.
• Promotional, discounted, or gift-card bookings, unless required by law.

5. Cancellation & rescheduling fees

• More than 24 hours before the appointment: free cancellation or reschedule.
• Within 24 hours of the appointment: a $50 late cancellation fee applies.
• Same-day cancellation or no-show: 50% of the booking total is charged.
• Lockout (team arrives but cannot access the property): 50% of the booking total is charged.

If MamaHearth cancels for weather, illness, or safety reasons, you will be offered a new appointment or a full refund.

6. Recurring service plans

Recurring weekly, bi-weekly, or monthly plans are billed per visit, on the date of service. You may pause, modify, or cancel a recurring plan at any time by contacting us at least 24 hours before the next scheduled visit. We do not charge cancellation penalties for recurring plans — you only pay for the visits you actually receive.

7. Gift cards & promotional credits

Gift cards and promotional credits are non-refundable and cannot be exchanged for cash. They do not expire and can be redeemed toward any standard cleaning Service.

8. Damaged or missing items

Claims related to property damage or missing items are handled separately from refunds, under our liability and insurance terms. Please report any such issue within 48 hours of the Service. See Section 9 of our Terms of Service for full details.

9. Chargebacks

Before disputing a charge with your bank or card issuer, please contact us first — most issues can be resolved within 1 to 2 business days. Filing a chargeback without first contacting us may result in suspension of future bookings and may be referred to collections if the underlying charge is determined to be valid.

10. How to request a refund

To request a refund, contact us with your booking details:

We respond to refund requests within 2 business days. Approved refunds are issued to the original payment method and typically appear within 5 to 10 business days.

11. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date above will reflect the most recent revision. Continued use of our Services after any changes take effect constitutes acceptance of the updated policy.