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    (608) 360-5818

    Cancellation & Refund Policy

    Last updated: March 25, 2026

    1. General Cancellation Policy

    The Total Wash Co. requires a minimum of 24 hours' notice for all service cancellations. You may cancel or request changes to a scheduled service through any of the following methods:

    Cancellation requests received outside of business hours will be processed on the next business day. We recommend cancelling as early as possible to avoid any fees.

    2. Same-Day Cancellations

    Cancellations made with less than 24 hours' notice, including same-day cancellations, may incur a cancellation fee of up to 50% of the quoted service price. This fee compensates for crew scheduling, travel, and equipment preparation costs. The following exceptions apply:

    • Weather-related cancellations initiated by The Total Wash Co.: No fee. If we determine conditions are unsafe or unsuitable for service, we will reschedule at no charge.
    • Emergency situations: Medical emergencies and other unforeseen urgent circumstances will be evaluated on a case-by-case basis. Please contact us as soon as possible.
    • First-time customers: A courtesy waiver may be applied for first-time cancellations at our discretion.

    3. No-Shows

    If our crew arrives at the scheduled time and is unable to access the property or perform the service without prior notification from you, this is considered a no-show. No-shows are subject to a charge of the full quoted service price. Common no-show scenarios include:

    • Locked gates or inaccessible work areas with no prior arrangements
    • Unsecured pets preventing safe access to the property
    • No one available to provide necessary access (when pre-arranged access was required)
    • Vehicles blocking service areas that were to be cleared

    To avoid no-show charges, please contact us at least 24 hours in advance if you anticipate any access issues.

    4. Rescheduling

    Rescheduling is free of charge when requested with 24 or more hours' notice. Rescheduled appointments are subject to crew and calendar availability and will be booked at the next available time slot. We will do our best to accommodate your preferred date and time. Same-day rescheduling requests (less than 24 hours' notice) are treated as same-day cancellations and may be subject to the fees described in Section 2 above.

    5. Weather-Related Delays

    The Total Wash Co. may reschedule services due to inclement weather, including but not limited to rain, high winds, freezing temperatures, lightning, or other unsafe conditions. In such cases:

    • No cancellation or rescheduling fee will be charged.
    • You will be notified as soon as possible via text, phone, or email.
    • We will proactively reschedule your service to the next available date.
    • If the rescheduled date does not work for you, we will work with you to find a suitable alternative.

    6. Recurring Service Cancellation

    Customers on recurring service plans (weekly, bi-weekly, monthly, quarterly, or annual) may cancel their plan with 30 days' written notice. The following terms apply:

    • No cancellation fee for recurring plan cancellations with proper notice.
    • If you have prepaid for services, a prorated refund will be issued for any unused portion of the prepaid period.
    • Cancellation takes effect at the end of the current billing cycle or 30 days after notice, whichever is later.
    • You may pause your recurring plan for up to 90 days instead of cancelling. Contact us to arrange a pause.
    • Any outstanding balances must be settled before cancellation is finalized.

    7. Snow Service Cancellation

    Snow removal and ice management contracts are seasonal agreements. Cancellation of snow services is subject to the following terms:

    • Mid-season cancellation: A prorated refund will be issued based on the remaining portion of the season, minus the value of all services already rendered.
    • Seasonal contract pricing reflects a discounted rate for the full season commitment. Mid-season cancellations may be recalculated at the per-event rate for services already provided.
    • Written notice is required for all snow contract cancellations.
    • Per-event (non-contract) snow customers may cancel individual events with 24 hours' notice at no charge.

    8. Commercial Contract Cancellation

    Commercial clients operating under a Master Service Agreement (MSA) or Statement of Work (SOW) are subject to the cancellation terms specified in their contract. General guidelines include:

    • 30 days' written notice is typically required for commercial contract cancellation.
    • Early termination of a fixed-term contract may result in a fee equal to the remaining balance of the contract period, as specified in the MSA.
    • Month-to-month commercial arrangements may be cancelled with 30 days' notice at no additional charge.
    • All outstanding invoices must be settled upon cancellation.
    • Please contact us directly to discuss your specific contract terms.

    9. Refund Policy

    When a refund is warranted, the following procedures apply:

    • Refunds are processed within 7-10 business days of approval.
    • Refunds are issued to the original payment method used for the transaction.
    • Satisfaction guarantee: If you are unsatisfied with our work, contact us within 48 hours and we will return to re-service the affected areas at no cost. If the issue cannot be resolved through re-service, a partial or full refund may be issued at our discretion.
    • Refund requests must include the service date, description of the issue, and any supporting photographs.
    • Refunds for credit card payments may take an additional 3-5 business days to appear on your statement after processing.

    10. Deposit Refunds

    For services requiring a booking deposit, the following refund terms apply:

    • Booking deposits are fully refundable when cancelled with 24 or more hours' notice before the scheduled service.
    • Deposits are non-refundable for same-day cancellations (less than 24 hours' notice) or no-shows.
    • Deposits are applied as a credit toward the total service cost and deducted from your final invoice.
    • If The Total Wash Co. cancels or reschedules a service, any deposit paid will be fully refunded or applied to the rescheduled service at your preference.

    11. Dispute Resolution

    If you disagree with a cancellation fee or refund decision, we want to hear from you. Our goal is to resolve all disputes fairly and promptly:

    • Contact us at info@thetotalwash.com or call (608) 360-5818 to discuss any concerns.
    • We aim to resolve all disputes through good faith discussion within 5 business days.
    • If a resolution cannot be reached informally, the dispute resolution process outlined in our Terms of Service (Section 17) will apply.

    12. Contact Us

    For cancellations, rescheduling, refund requests, or questions about this policy, please reach out:

    The Total Wash Co. LLC
    Madison, WI 53719
    Email: info@thetotalwash.com
    Phone: (608) 360-5818
    Website: https://www.thetotalwash.com
    Customer Portal: thetotalwash.com/my