Policy
Refunds & cancellations
A simple, fair policy for both sides. We honour it consistently.
Cancellations
- More than 24 hours before your bookingFree cancellation or reschedule.
- Less than 24 hours beforeA cancellation fee may apply.
- Cleaner already en route or arrivedFull or partial charge may apply.
- No access or wrong access detailsThe booking may be charged.
Refunds
Refunds are reviewed case by case. If something's not right, tell us within 24 hours with photos. We may offer a re-clean, credit, partial refund or full refund depending on the situation. Minor issues that could reasonably be corrected with a re-clean will be corrected with a re-clean.
Common questions
How much notice do I need to give to cancel?
24 hours or more is free. Under 24 hours a cancellation fee may apply. If our cleaner has already arrived or is en route, we may charge in full or in part.
What if you can't access the flat?
If the booking can't proceed because access details were wrong, keys weren't available, or no one was home, the visit may be charged.
How do I request a refund?
Contact us within 24 hours of the clean with photos and a short description. We'll usually offer a re-clean first — if that doesn't work, we'll consider a partial or full refund case by case.
Do you refund for minor issues?
Usually not — anything that could reasonably be corrected with a re-clean will be corrected with a re-clean.
Do I get credit or refund?
Whatever suits — credit toward a future visit, a partial refund, or a full refund if warranted.