We understand that unexpected changes in your schedule may come up. We do our best to be flexible and fair to both our customers and the cleaning professionals. You may cancel or reschedule your appointment through www.upandgo.coop. Visit the My Account page to review your orders, where you will see the option to "Cancel Order."

• No-Fee Cancellation: You can cancel or reschedule your service without a fee up to 24 hours prior to your appointment time.  
• Cancellation Fees: If you cancel or reschedule with less than 24 hours' notice, you will be charged a cancellation fee.
  • Short Notice Cancellation Fee: 50% of the maximum estimated price - Applies to cancellations made with 12-24 hours' notice. 
  • Last-Minute Cancellation/No-Shows: 75% of the maximum estimated price - Applies to cancellations made less than 12 hours prior to your appointment, or if the cleaning professional is unable to access your space within 20 minutes after your appointment time per the entry instructions you provided.

On the appointment confirmation page, you will provide instructions for the cleaning partner to access your space. For your first appointment, you can either be at home to meet your cleaning partner or leave the key with a doorman.

Tips are not expected. If you do choose to tip for a job well done, you may be looking for guidance about how much to tip. Tip amounts, while entirely up to you, are commonly 15% of the cost of service.

Tips may be paid via cash or check to your cleaning partner. Up & Go will notify all users when tipping becomes available through the platform.

If you are not satisfied with the cleaning service you received, or have another concern, notify Up & Go within 48 hours following your appointment start time using our quality concern form. We will review each submitted complaint to evaluate whether the cleaning was completed to our standards and any other concerns. Up & Go will respond promptly with our assessment and any proposed resolution.

As part of our mission to ensure fair wages and working conditions for domestic workers, including addressing the cleaning industry’s history of wage theft, as a policy we do not issue refunds for work completed as described in our service policies. We may adjust this policy on a case-by-case basis (for instance, if we determine that a particular aspect of the service was not completed).

To offer both you and our cleaning partners the fairest rate based on home size and cleaning needs, your Up & Go booking includes an estimated price. The final price will be confirmed by your service professional at your appointment based on the size and condition of your home. We ask that customers be available during the first 15 minutes of your appointment by phone, email, or in-person to discuss and confirm any necessary changes to the price in order to accurately reflect the services to be provided.

We do our best to offer estimated prices that reflect typical home sizes and service needs, but every home is different. In rare cases, if the cleaning partner determines that the appropriate service price exceeds the estimate, we will contact you during the first 15 minutes of the appointment and before we start the job. You will be charged the final price of your cleaning after the job is completed.

If the cleaning professional reaches out to confirm a price adjustment and is unable to reach you, you will be charged the adjusted price based on your space. In these cases, the office is available to clarify any questions about your final price.

Your order includes estimated hours based on average cleaning times for your home size and service. Cleanings are priced at a flat rate, which means your cleaning partners will spend as long as is needed to make your home truly clean. Your cleaning partner can provide a more detailed time estimate upon arrival and review of your space.