Cancellations, refunds & complaints
Last updated: [date]
Client cancellations
- More than 24 hours' notice: no cancellation charge.
- Less than 24 hours' notice: up to 50% of the agreed service fee.
- Same-day, or after the cleaner has begun travelling or arrived: up to 100% of the agreed service fee.
- No access at the agreed time (for reasons outside our control, such as incorrect codes or no response): a call-out fee or the full agreed fee may apply. We'll make reasonable efforts to contact you before leaving.
Your statutory right to cancel
If you booked as a consumer at a distance (for example, online or by phone) rather than in person, you may have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013 unless you've asked us to begin the service within that period, in which case this right may be affected once the service has started. This is separate from, and sits alongside, the cancellation charges above. [A solicitor should confirm exactly how this applies to your services.]
Amendments
We'll do our best to accommodate changes to booking dates or times, but amendments requested at short notice depend on cleaner availability and can't be guaranteed.
Emergency circumstances
Where appropriate for example, a medical emergency, severe weather, or a property emergency such as flooding or fire we may waive or reduce cancellation charges at our discretion. We may ask for supporting information.
If we need to cancel
If a cleaner becomes unavailable due to illness, emergency or unforeseen circumstances, we'll make every reasonable effort to arrange a suitable replacement. If we can't, you won't be charged for the cancelled service.
Refunds
Where a refund is due under this policy, it's normally processed within 5–10 business days, to your original payment method.
Making a complaint
If you're not happy with any part of our service, let us know as soon as possible ideally within 24 hours of the completed service. Please include your name, property address, the date and time of service, a description of the issue, and photos or video if you have them.
- Acknowledgement: we aim to acknowledge complaints within one business day.
- Investigation: we review the agreed scope, completion photographs, property instructions and any evidence provided, and speak with the assigned cleaner.
- Resolution: depending on findings, we may arrange a re-clean, offer a partial refund where justified, correct a genuine service issue, or explain where the service was completed within the agreed scope.
Some issues fall outside what we can treat as a service failure for example, tasks outside the booked scope, pre-existing damage or stains, inaccessible locked areas, delays caused by lack of access, or issues arising after guests have entered the property.
Contact us at [email address] or [phone number] to make a complaint, including your property address and booking details.