Booking and service policies

Booking confirmation

Submitting a booking request does not automatically confirm the appointment. Your request remains pending until CityReset confirms the date, arrival window, service and price.

We may contact you if we need more information about the home, its condition, access instructions or selected services.

Scheduling

• Bookings require at least 48 hours of advance notice.
• Appointments may be requested up to 90 days in advance.
• Available arrival windows depend on cleaner availability and existing appointments.
• An arrival window is not a guarantee of an exact minute. Traffic, building access and earlier appointments may affect arrival time.
• CityReset will contact you if a significant scheduling change is necessary.

Cancellations and rescheduling

Customers may cancel or reschedule through their CityReset account at least 48 hours before the appointment.

The online cancellation and rescheduling options close within 48 hours of the appointment. Contact CityReset directly if an emergency requires a late change.

Late changes are reviewed individually. If a late fee becomes applicable after online payments are enabled, the amount will be disclosed before CityReset charges the customer.

Pricing and custom quotes

Online prices are based on the information provided during booking, including square footage, bedrooms, bathrooms, condition, service type, frequency and add-ons.

Homes requiring additional work, heavy clutter, hazardous cleanup or services not included in the original booking may require a revised quote.

CityReset will not perform additional paid work without explaining the change and receiving the customer's approval.

Home access

• The customer must provide accurate address, apartment and entry information.
• The customer must be present or provide lawful permission for CityReset to enter the property.
• Keys, access codes and lockbox information must be accurate and available at the appointment time.
• If the cleaner cannot enter the property, CityReset will attempt to contact the customer before the appointment is treated as inaccessible.

Photos

CityReset may request photos when the home requires a custom quote or when the condition cannot be priced accurately from the booking form.

Uploaded photos are used to review the requested service, prepare the cleaner and address service-quality concerns. They are not intended for public use or marketing without separate permission.

Pets and safety

• Customers must disclose pets and provide any necessary pet instructions.
• Aggressive or unsafe animals must be secured before the cleaner arrives.
• CityReset may stop or refuse work involving hazardous materials, pests, unsafe conditions, illegal activity or a risk of injury.
• Standard cleaning does not include biohazard removal, mold remediation, pest removal or hazardous-waste disposal.

Service concerns

If something was missed or a customer has a concern, contact CityReset within 24 hours of the completed service with the booking number and a clear description of the issue.

CityReset will review the concern and may offer a reasonable correction or re-clean when appropriate. A refund is not automatically guaranteed.

Contact

Questions about a booking or these policies may be sent to cityresetnyc@gmail.com.