Updated 12 October 2026
No website payment
There is nothing to refund for a free quote or unpaid booking request. If you have paid separately, contact us with your reference, payment date and the issue. Please do not email card or bank security details.
Payments made before the visit
If you have paid in advance and a booking is cancelled before work starts, we refund that payment within 14 days of cancellation. This includes cancellation by us where you do not accept an alternative date. Where work has already been supplied, we account for any payment already made when calculating any lawful amount due or refund. Your statutory cancellation and service-quality rights remain unchanged.
Cancelled services
For a valid statutory cooling-off cancellation, we refund payments without undue delay and no later than 14 days after being told of your cancellation, subject only to any lawful proportionate charge for an expressly requested early start. If we cancel work you paid for and you decline a replacement date, we refund the unperformed part within 14 days. Any advance payment is accounted for when calculating the amount to be refunded.
If the service falls short
We must perform the agreed cleaning with reasonable care and skill. Where it falls short, you can require appropriate repeat performance at no extra cost, within a reasonable time and without significant inconvenience. If that is impossible or is not provided on that basis, you may be entitled to an appropriate price reduction, potentially up to the full price. Other remedies may also apply. We assess what was agreed, what happened and the appropriate remedy; we do not require a voucher instead of a refund you are entitled to.
How refunds are made
Any refund due following an agreed consumer price reduction is paid without undue delay and within 14 days of agreeing your entitlement. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. We will explain the calculation if only part is refundable. This policy does not limit statutory rights or prevent a claim for other recoverable loss.