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REFUND & CANCELLATION POLICY

1. Purpose

This Refund & Cancellation Policy explains the cancellation, rescheduling, Advance Booking Deposit, Call-Out Fee and refund arrangements applicable to all cleaning services provided by Domestic Cleaning Services Ltd (“Bright Delight”, “we”, “our” or “us”).

This Policy forms part of our Service Terms & Conditions and is displayed prominently on our website and during the booking process. Customers are required to read and accept this Policy before confirming a booking.

2. Advance Booking Deposits and Call-Out Fees

Certain services require payment of an Advance Booking Deposit (also referred to as a Call-Out Fee) before a booking is confirmed.

Where applicable:

  • the deposit amount will be clearly displayed before payment is taken;

  • the deposit secures the appointment, cleaner allocation and scheduling;

  • the deposit forms part of the total service price and is deducted from the final balance payable;

  • the deposit is not an additional charge but an advance payment towards the booked service.

Where a cleaner attends the property but cannot carry out the booked service due to circumstances within the Customer’s control, the Advance Booking Deposit or Call-Out Fee will normally be retained to cover reasonable travel, administration, scheduling and cleaner attendance costs.

Examples include:

  • cancellation after the cleaner has arrived;

  • refusal of entry;

  • failure to provide access;

  • incorrect keys, alarm codes or access instructions;

  • unsafe working conditions;

  • inaccurate booking information;

  • the Customer deciding not to proceed with the booked service.

Where work has already commenced, additional charges may apply for the time spent on site.

3. One-Off Cleaning Service Cancellations

Customers may cancel a one-off cleaning booking without charge by providing at least 24 hours’ notice before the scheduled appointment.

Where less than 24 hours’ notice is provided, Domestic Cleaning Services Ltd may:

  • retain any Advance Booking Deposit or Call-Out Fee already paid;

  • charge a reasonable cancellation fee to recover operational costs where no deposit has been taken.

Same-day cancellations may be charged up to 100% of the agreed service price where cleaners have been allocated, travel has commenced or operational costs have already been incurred.

4. Recurring Cleaning Services

Customers who have booked weekly, fortnightly or monthly cleaning services may cancel their recurring cleaning arrangement by providing at least 7 days’ written notice before the next scheduled appointment.

Cancellation may be requested by email or through our customer support team.

Once the cancellation becomes effective:

  • future recurring appointments will be cancelled;

  • future recurring payments will cease;

  • the Customer’s recurring payment authorisation will automatically terminate.

Any appointments scheduled before cancellation takes effect may still be chargeable in accordance with this Policy.

5. Cancelling Individual Visits Within a Recurring Service

Customers may cancel an individual visit forming part of a recurring cleaning service by providing at least 24 hours’ notice before the scheduled appointment.

Where less than 24 hours’ notice is provided, Domestic Cleaning Services Ltd reserves the right to retain any applicable Advance Booking Deposit or charge a reasonable cancellation fee.

Repeated late cancellations or missed appointments may result in termination of the recurring cleaning agreement.

6. Cancellation After the Cleaner Has Attended

Once the cleaner has arrived at the property, the cleaning service is deemed to have commenced.

If the Customer cancels after the cleaner has attended:

  • the Advance Booking Deposit or Call-Out Fee is non-refundable;

  • charges will apply for any work already completed;

  • no refund will normally be payable where the cleaner is unable to perform the service due to customer cancellation, refusal of access or other customer-related circumstances.

Where only part of the booked service has been completed before cancellation, Domestic Cleaning Services Ltd may, at its sole discretion, consider a partial refund for the uncompleted portion of the service after deducting any applicable deposit, call-out fee and charges for work already undertaken.

If the cancellation or failure to complete the service is caused by Domestic Cleaning Services Ltd, the Customer will be offered either:

  • a full refund;

  • a partial refund; or

  • a rescheduled appointment at no additional cost.

7. Missed Appointments and Failure to Provide Access

Charges may apply where:

  • the Customer is not present at the agreed appointment time;

  • access cannot be gained;

  • incorrect access instructions have been provided;

  • keys are unavailable;

  • pets or unsafe conditions prevent the service from being carried out;

  • the Customer refuses entry after the cleaner has arrived.

In these circumstances the Advance Booking Deposit or Call-Out Fee will normally be retained.

If a return visit is requested, an additional booking deposit or call-out fee may be payable.

8. Refund Eligibility

Customers may request a refund where:

  • the booked service has not been provided;

  • Domestic Cleaning Services Ltd cancels the booking and the Customer does not accept an alternative appointment;

  • there has been a significant failure in delivering the agreed service;

  • Domestic Cleaning Services Ltd accepts responsibility following investigation.

Approved refunds will normally be processed to the original payment method within 5–10 business days.

9. Circumstances Where Refunds Will Not Normally Be Given

Refunds will generally not be available where:

  • the Customer cancels after the cleaner has attended the property;

  • an Advance Booking Deposit or Call-Out Fee has become payable under our Service Terms & Conditions;

  • the Customer fails to provide access;

  • dissatisfaction relates to matters outside the agreed scope of work;

  • existing stains, permanent damage or wear cannot be removed;

  • Customer instructions prevent satisfactory completion of the work;

  • circumstances beyond our reasonable control affect service delivery.

Nothing in this section affects the Customer’s statutory rights.

10. Quality Concerns

Customers who are dissatisfied with the quality of the cleaning service should notify Domestic Cleaning Services Ltd within 48 hours of service completion.

Following investigation, we may, where appropriate:

  • arrange a complimentary re-clean;

  • offer a partial refund;

  • provide another reasonable remedy.

The appropriate resolution will depend upon the circumstances of each case.

11. Commercial Cleaning Contracts

Commercial cleaning agreements may contain separate cancellation, payment and refund provisions.

Where a written commercial contract exists, its terms shall take precedence over this Policy.

12. Consumer Rights

Nothing within this Policy limits or excludes the Customer’s statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable UK consumer protection legislation.

13. Contact Us

Domestic Cleaning Services Ltd
Email: support@domesticcleaning-services.co.uk
Telephone: 07739991408
Website: https://domesticcleaning-services.co.uk

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