Policy
Cancellation & refund policy
Plans change — we get it. What we charge depends on how close the clean is, because the nearer it gets the harder it is to re-fill your cleaner’s day.
If you cancel
| Notice given | You get back |
|---|---|
| 48 hours or more before the cleanNo fee. Nothing charged. | 100% refund |
| 24 – 48 hours beforeCovers the lost slot and the cleaner's held time. | 75% refund |
| 12 – 24 hours beforeYour cleaner has committed the day to your property. | 50% refund |
| Under 12 hours beforeOffice may issue goodwill credit at its discretion. | No refund |
| Cleaner already travelling or on siteThe cleaner is paid in full for attending. | No refund |
Before you confirm a cancellation we show you the exact refund figure for your booking. Refunds go back to your original card, usually within 5 working days. Cancellation fees are a genuine estimate of our loss — the cleaner’s committed time and the slot we can no longer sell — not a penalty.
Rescheduling
Moving a clean is not a cancellation. Change the date or time 48 hours or more ahead and it’s free. Inside 48 hours it’s still free if your assigned cleaner can absorb the new slot; if they can’t, we’ll try to re-dispatch, and only if nobody can cover it will the cancellation tiers above apply.
If your cleaner can’t make it
That’s our problem, not yours. Your booking stays live and our dispatch team finds a replacement — you’ll usually only hear about it when we tell you who’s coming instead. In the rare case we cannot cover the job at all, you get a full refund plus account credit.
If we can’t get in
Please double-check your access details — key safe codes, lockbox location, parking. If a cleaner arrives and cannot access the property, we photograph the attempt, call you and wait up to 30 minutes. If we still can’t get in, the visit is marked as failed access and charged in full, because the cleaner attended and is paid in full. Where it’s clearly our error, the office will put it right.
Your statutory rights
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a service bought online. Because you ask us to attend on a specific date, you agree at checkout that the service may begin before that period ends, and the right ends once the clean has been performed. Nothing in this policy affects your rights where a service is not carried out with reasonable care and skill — tell us within 48 hours and we’ll re-clean or refund.
Questions about a specific booking? Talk to the office — we’d rather sort it than argue about it.