Last updated: 10/01/2025

How to Cancel or Change Services
Email montalvocleaningllc@gmail.com or your account contact with: company name, site address, the service you want to cancel or change, and your requested effective date. We respond within one business day.

For Recurring Office Cleaning Programs

• Minimum term - 6 months.

• Notice - after the minimum term, either party may cancel with 30 days’ written notice.

• Early cancellation during the first 6 months

  • If covered by the 90-Day Performance Guarantee and we have two verified KPI misses in the first 90 days, you may cancel with no penalty and we will credit the final week.

  • If not covered by the guarantee or outside the 90-day window, early cancellation requires paying the lesser of 30 days of service or the remainder of the minimum term to cover staffing and onboarding costs.

• Scope reductions - we will re-price the SOW. New pricing starts on the next billing cycle after mutual approval.

• Temporary suspensions - allowed with 7 days’ notice for office closures - holidays. Minimum suspension is 1 week. We resume the original cadence when you reopen.

For One-Time Services - Final Cleans - Periodic Maintenance

• Reschedule with at least 48 hours’ notice - no fee.

• Cancel 24 to 48 hours before the start window - 50% fee of the quoted amount.

• Cancel within 24 hours or no access on arrival - 100% minimum charge up to the quoted amount to cover crew time and mobilization.

• Weather - building emergencies - fees are waived and we will promptly reschedule.

Switcher Program Terms - Summary

• Eligibility - recurring office cleaning within our service area, target suite size 5k - 20k sq ft, visits 3x per week or more, and apples-to-apples scope.

• Switch & Save 10% - applied to the verified monthly rate for the same scope. Not valid with below-cost pricing or temporary promotional rates.

• 90-Day Performance Guarantee - KPIs and inspection process are defined in your SOW. Two verified misses within 90 days from service start date trigger the penalty-free cancellation and final week credit.

• First-Month Upgrade - one premium add-on in month 1 within caps specified on your quote. Heavy restoration and unusual soil levels are excluded.

• No-Risk Pilot Clean - credited upon signing a recurring program within 14 days of the pilot. If no program is signed, the pilot is billed at the quoted rate.

Refunds and Credits

• Approved credits appear on the next invoice or are refunded within 10 business days for accounts without open invoices.

• We do not issue refunds for services already delivered that met the SOW.

Non-Payment - Access - Safety
We may pause or cancel services with written notice if:

• An invoice is more than 15 days past due and not disputed in writing,

• We cannot safely access the site, or

• Conditions violate health - safety laws.
  We will make reasonable efforts to resolve issues before pausing.

Equipment - Consumables
If you cancel a Supply Management add-on, consumables on hand remain the Client’s property. Open special-order items may be billed at cost.

End of Service Checklist

• Return keys - badges and remove our alarm codes from your systems.

• Final walk-through and sign-off within 3 business days if requested.

• Final invoice reconciled within 10 business days.

Where Guarantees Do Not Apply

• Scope changes not reflected in a signed SOW,

• Sites with repeated access failures, unsafe conditions, or denied reclean requests,

• Services outside office environments or outside our published eligibility criteria.

Disputes
Please escalate to your account manager. If still unresolved, both parties agree to non-binding mediation in King County, Washington before litigation.

Governing Law
State of Washington.

We may update this policy with notice. Material changes do not apply to an active SOW without mutual consent.