Refund & Cancellation Policy

At Lenuma, we value your time — and ours. Our goal is to make every experience smooth, transparent, and fair for both our clients and our team. Because our cleaners are employees with guaranteed hours and scheduled routes, we ask for reasonable notice when appointments need to change.

Cancellations & Rescheduling

• We kindly ask for at least 24 hours’ notice to cancel or reschedule any cleaning appointment.
• Cancellations made with less than 24 hours’ notice may be subject to a 50% service charge.
• Missed appointments (where our team arrives but cannot gain access) will be charged in full.
• You can easily manage or reschedule appointments through your Lenuma client portal or by contacting our office directly.
  

Refunds & Satisfaction Guarantee

Your satisfaction matters to us. If something isn’t right, let us know within 24 hours of your clean — we’ll return to make it right at no extra charge.

• Refunds are considered only after a re-clean has been offered and completed.
• Because cleaning is a service-based business, completed services are non-refundable, but we’re committed to resolving any concerns promptly and fairly.
• Prepaid packages or gift certificates are non-refundable, though they can be transferred to another person or used for a future booking.
  

Recurring Services

If you’re a Lenuma Member with recurring cleanings (weekly, bi-weekly, or monthly), you can pause or adjust your schedule at any time — just give us 48 hours’ notice so we can adjust your cleaner’s route and ensure continuity of care.

Weather, Safety & Access

Occasionally, extreme weather or unexpected circumstances may require us to reschedule. If that happens, we’ll contact you immediately to find the next convenient time.
If our team cannot safely access your home (locked doors, pets loose, unsafe conditions), the visit may be cancelled and charged as a missed appointment.

Deposits for Deep Cleans & Move-Out Services

For first-time, deep, or move-related cleans, we may require a 50% deposit to secure your booking.

• Deposits are fully refundable if you cancel at least 48 hours before your scheduled clean.
• Cancellations within 24–48 hours of the appointment will receive a 50% refund.
• Cancellations made less than 24 hours before the service are non-refundable.
  

How to Request a Change or Refund

To request a cancellation, reschedule, or refund:

• Our team will respond within one business day
• Email [email protected] or call (236) 777-06-69
• Include your name, service date, and a brief note about your concern