Estimate request versus confirmed booking
The online estimate states whether a job can reserve an appointment immediately or needs additional review by Orla. A confirmed instant reservation requires the necessary customer details, approved scope, availability, policy acceptance, saved-card step, and final booking checks.
A review request records preferred timing but does not reserve capacity or require a card until Orla approves the scope and appointment.
Estimate assumptions
- The service address, size, bathrooms, property type, condition, pets, frequency, basement, add-ons, and selected service are accurate
- The property is safe and reasonably accessible for the confirmed work
- Photos or descriptions supplied for review fairly represent the property
- Utilities, parking, entry, and building access are available as agreed
- The customer has authority to authorize service at the property
Card saving and payment timing
Stripe saves the payment method for an eligible instant reservation without charging at booking. The customer sees $0 due today and authorizes Orla to charge the approved service total after the cleaning is completed.
If the approved amount changes, Orla communicates the revised amount before charging it. Raw card data is handled by Stripe rather than stored in Orla’s database.
Arrival windows and duration
Customers choose from available arrival windows rather than an exact guaranteed start minute. Estimated duration may change with property condition, access, scope, or approved additions.
Orla communicates material delays as soon as reasonably possible. The appointment window shown during booking must still allow enough time for travel, setup, and the confirmed cleaning scope.
Before and after the cleaning
You may point out priority areas before cleaning begins, either through the estimate details, written instructions, photos, or a brief onsite conversation. A formal pre-cleaning walkthrough is not required unless Orla requests one for an unusual property or scope.
When you are present at completion, you may review the confirmed work before the cleaner leaves. If you are not present or notice a concern later, report a missed confirmed task within 24 hours so Orla can review it under the re-clean process.
Entry, parking, pets, and preparation
- Provide accurate entry, building, concierge, elevator, parking, and key information before the visit
- Secure pets when needed for safety or uninterrupted cleaning
- Disclose alarms, cameras, fragile items, damaged surfaces, hazards, and product restrictions
- Provide working water and electricity unless another arrangement is approved
- Clear included surfaces and floors enough for the confirmed cleaning scope
Clutter, garbage, cabinets, and appliances
- Cleaning areas must be reasonably accessible; organizing personal belongings is not automatically included
- Ordinary household garbage may be bagged and placed in your designated onsite bin or disposal area
- Orla does not transport garbage, furniture, abandoned belongings, or bulk waste away from the property
- Inside refrigerators, ovens, cabinets, drawers, and closets must be emptied when the selected task requires it
- A selected inside task may be skipped when the area is not emptied, accessible, safe, or ready for cleaning
Pests, temperature, utilities, and other contractors
The property must be heated or cooled to a safe and reasonable working temperature and have working water and electricity unless another arrangement is approved.
Orla does not clean properties with an active pest infestation or unsupported hazardous condition. If one is discovered, Orla may stop or decline service and will explain any charge for approved work already completed.
Movers, painters, contractors, or other trades working in the same areas can recreate dust, block access, or create safety risks. Tell Orla in advance. The cleaning may need to be rescheduled or limited when concurrent work prevents the confirmed scope from being completed safely.
Cancellations, rescheduling, access, and weather
Customers may cancel or request a new appointment by contacting Orla. There is currently no cancellation or rescheduling fee. Please provide at least 24 hours’ notice whenever possible.
If Orla cannot enter the property at the confirmed time, the appointment may be cancelled and rebooking may require additional review. Repeated late cancellations or access failures may also require review before future appointments are accepted.
When severe weather or another safety issue makes travel unreasonable, you or Orla may reschedule without a fee.
Condition or scope mismatch
If the actual property differs materially from the estimate information, Orla pauses to explain any revised scope, price, duration, review requirement, or inability to proceed. Additional work is not silently added.
Unsafe or unsupported conditions may result in refusal or early termination. Charges are limited to approved work actually completed unless a different amount is expressly agreed.
Recurring appointments
The first recurring-service date may be selected during booking. The ongoing day and arrival window are confirmed according to route and capacity. Each future appointment remains subject to availability, access, and this policy.
Service concerns and re-cleans
Report a concern about a missed item in the confirmed scope within 24 hours of completion. Orla may request photos or other useful details to review the concern.
When a confirmed task was reasonably missed, Orla may offer a focused re-clean at no additional charge. A re-clean does not include new work, changed preferences, permanent staining, damage, restoration, or work outside the approved scope.
Failed payments and charge disputes
If the approved post-service charge fails, Orla may contact you to update or retry the payment method. Orla does not currently add a separate failed-payment fee, but the approved service balance remains due.
Contact Orla promptly about a billing concern before initiating a chargeback so the scope, completion details, payment record, and any re-clean request can be reviewed. Nothing in this policy limits a lawful cardholder right or consumer remedy.