Booking, Cancellation & Payment Policy
We believe in transparency. This page outlines our booking terms, cancellation fees, rescheduling rules and payment expectations — so you always know exactly where you stand.
Last updated: July 2026
Cancellation Fees
Cancellation fees are based on how much notice we receive. The more notice, the lower the fee — giving us time to reallocate our team.
More than 48 hours
No cancellation fee
Free cancellation with full notice period.
24–48 hours notice
25% cancellation fee
Partial fee applies to cover team scheduling.
Less than 24 hours
50% cancellation fee
Half the booking value charged.
Same-day / no access
Up to 100% charge
Full charge when team is dispatched but cannot work.
No-access charge: If our team arrives at your property but cannot gain access (e.g., no key, wrong lockbox code, property locked), a charge of up to 100% of the booking value may apply.
Rescheduling Policy
Life happens. Here's how rescheduling works.
Free Rescheduling
Reschedule for free with at least 48 hours' notice. Subject to team availability.
Short-Notice Rescheduling
Less than 48 hours' notice may incur a 25% administration fee of the booking value.
Availability
Rescheduled appointments are subject to team availability and cannot be guaranteed for specific dates.
How to Reschedule
Submit requests by phone, WhatsApp, or email as early as possible.
Payment Expectations
Clear payment terms for residential and commercial clients.
Residential Clients
- Payment is due on the day of service unless otherwise agreed in writing.
- A deposit of up to 25% may be required for larger jobs or first-time bookings.
- Deposits are non-refundable for same-day cancellations.
- Rescheduling is free with 48+ hours' notice; otherwise a 25% admin fee may apply.
- Accepted payments: bank transfer, debit/credit card, cash, PayPal, Google Pay, Apple Pay.
Commercial Clients
- Invoices are issued following service completion and payable within 14 days.
- Custom credit periods can be arranged and documented in your service agreement.
- Late payments may incur statutory interest under the Late Payment of Commercial Debts Act 1998.
- Services may be suspended for accounts in arrears.
- Contracts may be terminated with 30 days' written notice (monthly rolling: one calendar month).
Accepted payment methods: Bank transfer, debit/credit card, cash, PayPal, Google Pay, and Apple Pay. VAT invoices available on request.
Quick Summary
48+ hours
Free cancellation & rescheduling
24–48 hours
25% cancellation fee
Under 24 hours
50–100% cancellation fee
For our complete terms including refunds, liability, access and privacy policies, please review our full policies page.
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