Cancellation & Rescheduling Policy

Cancellations

We understand that plans can change. However, our appointments are reserved specifically for each household, and our team members commit their time to those appointments in advance.

We therefore kindly ask for at least 7 days’ notice if you need to cancel or reschedule a cleaning appointment.

Cancellations or rescheduling requests made 72 hours or more before the scheduled appointment may be accommodated without an additional cancellation charge, subject to availability.

For cancellations made within 72 hours of the scheduled appointment, the 25% booking deposit will be retained. This deposit secures your appointment, which is reserved exclusively for your household and to which our team commits its time in advance.

Where a cancellation is made within 24 hours of the appointment, or where our team is unable to access the property at the agreed time, the full scheduled service fee may become payable.

Your Booking Deposit

A 25% deposit is required to secure your first appointment.

The deposit is deducted from the final service price and is not an additional charge.

Once an appointment has been reserved, our team commits that time specifically to your household. For this reason, deposits retained under our cancellation policy are not refundable, except where a refund is required by applicable law.

Our Preferred Notice

While our formal cancellation threshold is 72 hours, 7 days’ notice is always appreciated.

Providing a week’s notice gives us the opportunity to reorganise our schedule and to protect the working hours our team has set aside for your home.

We believe in treating our team fairly. Their time is valuable, and appointments are not simply empty spaces in a calendar.

Rescheduling

We are always happy to try to accommodate a change of date or time where possible.

Requests made with at least 72 hours’ notice can normally be moved to another suitable appointment, subject to availability.

Repeated late cancellations or rescheduling may affect the availability of future appointments, or the terms on which ongoing services are provided.

Exceptional Circumstances

We understand that genuine emergencies and unexpected circumstances happen.

If something exceptional occurs, please contact us as soon as possible. We will always consider the circumstances individually and will do our best to find a fair solution.

Consumer Rights

Nothing within this policy affects any statutory rights you may have under UK consumer law. Where a statutory cancellation or refund right applies, that right will be honoured accordingly.