This policy keeps schedule changes clear for customers while protecting reserved time for crews and service partners.
24 hours is the key window
Most eligible one-time bookings can be cancelled or rescheduled without a fee at least 24 hours before arrival.
Access matters
No access, unsafe conditions, missing gate codes, or unreachable customers may create a visit-fee situation.
Grenbee changes are handled fairly
If Grenbee needs to move a visit, customers are contacted with the next practical options.
1. Short grace period after booking
If a customer booked by mistake, Grenbee may allow a short grace period after booking, generally up to 15 minutes, when the appointment is not close to the service window and work has not already been assigned or started.
2. Standard cancellation window
Most one-time bookings can be cancelled without a cancellation fee when the request is made at least 24 hours before the scheduled arrival window. This gives Grenbee time to release the slot and adjust staffing.
3. Late cancellations and same-day changes
Cancellations made within 24 hours of the arrival window, same-day cancellations, or very late changes may incur a late cancellation fee because crew time and scheduling capacity have already been reserved. Requests within 2 to 3 hours of the arrival window may be treated as a visit-fee situation depending on the service and preparation already committed.
4. Rescheduling
Eligible bookings may be rescheduled without a fee when the request is made at least 24 hours before the arrival window. Short-notice rescheduling depends on live availability and may incur a fee when the original slot can no longer be reused.
5. No-show, no access, and site readiness
If the team arrives and cannot access the property, cannot reach the customer, cannot safely begin work, or does not have required entry instructions, the visit may be treated as no-show or no-access and a visit fee may apply. Customers should have parking, gate codes, apartment access, pets, and work areas ready before the arrival window.
6. Exceptions
Grenbee may waive a cancellation or reschedule fee for clear duplicate bookings, confirmed system errors, Grenbee or provider no-show, or cases where Grenbee cannot reasonably fulfill or reassign the scheduled service.
7. Changes initiated by Grenbee
Grenbee may need to adjust a booking because of staffing, weather, safety, access, equipment, coverage, or manual scope review. If that happens, Grenbee will contact the customer as soon as possible and offer the next available options. If the customer does not accept the new option, Grenbee may offer a credit or refund depending on the situation.
8. Recurring service skips and pauses
Recurring cleaning and lawn care may allow skips, pauses, or frequency changes when requested with enough notice. Late skips may affect the recurring discount, schedule priority, or the fee for that visit.