Refund & Cancellation Policy

Last Updated: 11/12/2025

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At LuxCleanUK, we aim to deliver high-quality and reliable cleaning services. This Refund & Cancellation Policy explains how cancellations, rescheduling, refunds, and dissatisfaction claims are handled.

 

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1. Cancellations by the Customer

 

1.1 Notice Period

 

Customers must provide at least 24 hours’ notice to cancel or reschedule a booking without any charge.

 

1.2 Late Cancellations

 

Cancellations made within 24 hours of the scheduled appointment may incur a fee of:

    •    50% to 100% of the service cost, depending on preparation and travel already undertaken.

 

1.3 No Access / No Show

 

If our cleaners arrive and are unable to access the property, the full service fee may be charged, as time and travel costs will have been incurred.

 

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2. Cancellations by LuxCleanUK

 

We reserve the right to cancel or reschedule a booking if:

    •    Staff are unavailable due to illness or emergency

    •    Unsafe or hazardous conditions are present at the property

    •    Incorrect booking details are provided

    •    The service requested falls outside our scope

 

Customers will be informed as soon as possible, and we will work to reschedule at the next available time.

 

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3. Refund Policy

 

3.1 Service Dissatisfaction

 

If you are unhappy with any part of the service, you must notify us within 24 hours of the appointment.

 

We will:

    •    Arrange a free re-clean of the affected area where reasonable, or

    •    Review the case and issue a partial refund if appropriate

 

Full refunds are issued only at the discretion of LuxCleanUK.

 

3.2 Non-Refundable Situations

 

Refunds will not be issued when:

    •    The customer fails to provide accurate information

    •    The property is excessively cluttered, preventing cleaning

    •    Access is not granted on arrival

    •    The issue reported is due to pre-existing damage

    •    The cleaner is prevented from completing the service

    •    The customer waits more than 24 hours to raise a complaint

 

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4. Deposits

 

Some bookings (e.g., deep cleaning, end of tenancy, large homes) may require a non-refundable deposit.

This deposit secures your booking time and covers preparation and scheduling costs.

 

Deposits are only refundable if:

    •    LuxCleanUK cancels the service

    •    A minimum of 48 hours’ notice is provided by the customer (where stated)

 

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5. Rescheduling Policy

    •    Customers may reschedule their appointment with at least 24 hours’ notice at no additional charge.

    •    Rescheduling within 24 hours may incur a fee due to staff scheduling commitments.

 

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6. Payment Issues

 

6.1 Failed or Late Payments

 

If payment is not received on the day of service:

    •    A late fee may be applied

    •    Future bookings may be refused

    •    Debt recovery steps may be taken

 

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7. Contact for Refunds or Cancellations

 

To request a cancellation, reschedule, or discuss a refund, contact us at:

 

📧 info@LuxCleanUK.com

📞 07783589043

 

Please include:

    •    Your full name

    •    Service date

    •    Address of the property cleaned

    •    Reason for cancellation or refund request