Cancellations and refunds

Business details

Local House Cleaners London. Business correspondence: 15 Terry House, Upper Tulse Hill, London, SW2 2NT.

Use the contact page for correspondence information. The contracting party and any additional information required for your booking are identified in the service agreement provided before you commit.

How to request a cancellation

Identify the customer name, booking reference, visit date and the change requested. Use an available account cancellation route or the correspondence details on the contact page. Keep a copy of your request. A cleaner’s message or a calendar change should not be assumed to have cancelled the booking unless the cancellation is confirmed.

Distance-contract cancellation rights

For an eligible service contract agreed online, by phone or away from business premises, the usual cooling-off period is 14 days after the day the contract is made. The applicable information must be supplied before you commit.

If you expressly ask for work to begin during that period, a reasonable proportionate charge may apply to work supplied before cancellation, where the legal conditions are met. A cancellation right can end after full performance only where the required request and acknowledgement have been obtained. An ordinary website checkbox must not be treated as a blanket waiver of rights.

Booked funds, charges and refunds

Reserved funds are allocated to a particular visit; they are not the same as a completed service charge. When an eligible cancellation releases a reservation, the account record should distinguish the released balance from a refund sent through a payment provider.

Any deduction must have a valid basis in the agreed terms and applicable law. The reason and calculation should be explained. A requested or processing refund is not described as completed until the relevant transaction is confirmed. Payment-provider processing times can affect when a confirmed refund appears.

If a visit or task has gone wrong

Explain what was agreed and what happened, with relevant booking notes or permitted photographs. Avoid identity documents, people and access codes in evidence. We will review the scope, records and concern and explain the appropriate next step.

Where a service has not been supplied with reasonable care and skill, legal remedies may include repeat performance or an appropriate price reduction, subject to the conditions that apply. A request to report missed work promptly does not remove those rights.

Holiday prices and changed visits

Christmas Day and bank-holiday additions are part of the quoted service price when applicable. Changing the service date can change the applicable holiday rate. A revised visit requires a new clear total before it is accepted. The holiday-pricing terms explain the calculation.