Refund and cancellation policy
Last updated 11 November 2026.
This policy sits alongside our terms and conditions. It explains how to cancel, what happens if a service is not provided, and the consumer protections that apply. It does not add a fee that has not been agreed with you.
How to cancel or move a visit
Call 07888 755 755. Say your name, the address and the date. The website form is for new enquiries. It is the wrong tool for a cancellation on the day, because it may not be read in time.
If we can offer another time, we will say so. Rescheduling is an agreement, not an automatic right to a particular slot.
Refunds where the service is not provided
If you have paid for a visit that does not take place, you should not be left out of pocket for work you did not receive. That includes a visit we cancel and do not rearrange with your agreement. It is separate from a change that you asked for, which we will deal with using whatever was actually agreed at the time.
Complaints about quality
Under the Consumer Rights Act 2015, a service supplied to a consumer must be carried out with reasonable care and skill. If it is not, you can ask for the work to be done again, within a reasonable time and without significant inconvenience. If repeat performance is impossible or is not done in a reasonable time, you may be entitled to a reduction in the price, which can be up to the full amount in serious cases.
Call us and describe what was missed or what went wrong. Photographs help, but they are not compulsory. Agreeing a return visit is the usual first step. It is not a waiver of the price reduction if the problem remains.
Payments made in advance
You do not pay through this website. If you pay the business before a visit, that payment is covered by this policy and by the consumer rights above.
If a visit is only partly done
Sometimes a visit cannot be finished: no water, a leak, or you ask us to leave. We will talk through what was completed. Any money you have paid should be looked at against the work actually done and the consumer rights above. We will not invent a percentage on the doorstep.
How a refund is assessed
We look at what was agreed, what was done, what you have told us, and whether you have already paid. We do not promise a particular outcome in advance of that conversation. Asking for a refund does not, by itself, mean one is due, and refusing one does not remove a right the law gives you.
Distance and off-premises bookings
If you book by phone or through this website without meeting us in person first, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply. Those regulations can give a consumer a 14-day cancellation right on a distance or off-premises contract. That right does not work in exactly the same way for every booking:
- Domestic cleaning is not in the list of exceptions for leisure, accommodation, transport or catering on a specific date. Do not assume the 14-day right disappears just because a date was chosen.
- If you ask for the service to start within the 14 days, you may be asked to acknowledge that you will lose the right to cancel once the service has been fully performed. If the service has been partly performed, you may have to pay a proportionate amount for what has been supplied.
- If nobody explains the right properly, the cancellation period can run for longer. We would rather explain the position for your booking than rely on a slogan.
Statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other protection that cannot legally be taken away. An end-of-tenancy clean does not decide your deposit. That remains a matter for you, the landlord or agent, and the tenancy deposit scheme.
How to contact us about a refund
Call 07888 755 755, or send an enquiry through the contact page with the word “refund”, the address, the date of the visit and any enquiry reference.