Last updated: March 2026
We want every booking to go smoothly, but we understand that life doesn't always cooperate. This policy sets out how we handle cancellations, rescheduling, and requests for refunds or revisits.
If you cancel with more than 48 hours' notice, there is no charge. If you have paid in advance, we will refund the full amount within 5–7 working days.
If you cancel between 24 and 48 hours before the appointment, we may charge up to 50% of the agreed service fee. This covers staff time that has already been allocated and cannot be reassigned at short notice.
If you cancel with less than 24 hours' notice, or if our staff arrive and are unable to access the property, we reserve the right to charge the full amount. We appreciate this may feel strict, but very late cancellations make it difficult for us to offer the slot to other clients and mean our staff are not fairly compensated for their time.
If the reason for late cancellation is a genuine emergency, please contact us as soon as possible. We will always try to be reasonable and will consider each situation on its own merits.
If you need to change the date or time of an appointment, please contact us as early as possible. We are happy to reschedule at no charge where we have sufficient notice (generally 48 hours or more) and can accommodate the new time. Rescheduling with less notice may be treated as a cancellation under the terms above.
If you have a regular recurring service (weekly, fortnightly, or monthly), please notify us at least 48 hours before a scheduled visit if you need to skip or move it. We ask for reasonable notice to manage our schedules fairly.
To cancel a regular service arrangement entirely, we ask for at least two weeks' notice where possible. This allows us to plan our staffing and offer the availability to other clients.
In rare circumstances, we may need to cancel or reschedule an appointment — for example, due to staff illness, adverse weather, or an emergency. We will notify you as soon as possible and offer an alternative date at no extra charge. If a rescheduled date does not suit you, we will provide a full refund of any payment already made.
If you are not satisfied with any aspect of the clean, please let us know within 24 hours of the service. We take quality seriously and will arrange a revisit to address any issues that fall within the scope of what was agreed, at no additional charge.
We are not able to accept quality complaints raised more than 48 hours after a service has been completed, as it becomes difficult to determine the cause of any concern.
Refunds for completed services are not standard practice, as we prefer to resolve concerns through a revisit. However, if we are unable to resolve an issue to a reasonable standard, we will discuss an appropriate remedy with you on a case-by-case basis.
To cancel, reschedule, or raise a concern, please contact us by:
Please include your name, the date of your appointment, and a brief description of your request. We aim to respond to all queries within one working day.
Approved refunds will be processed within 5–7 working days using the original payment method where possible. If this is not possible, we will agree an alternative with you.
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.