Cancellation Policy

🚫 [Business Name] 👤 [Your Name] 📅 Effective: [Date]

This policy applies to all clients of [Your Name], trading as [Business Name]. It sets out the notice requirements and charges that apply when visits are cancelled, rescheduled, or affected by absence — for both the client and the cleaner.

1. Client Cancellation and Rescheduling

The following charges apply when a client cancels or requests to reschedule a booked visit:

Notice given	Regular visits	One-off visits
48 hours or more	No charge — reschedule freely offered	No charge — full refund of any deposit
24–48 hours	50% of the visit fee charged	50% of the agreed price charged
Less than 24 hours	100% of the visit fee charged	100% of the agreed price charged
No-show / locked out	100% of the visit fee charged	100% of the agreed price charged

"Notice" means notice received by the Cleaner by phone, text, or email. Notice left by voicemail or message when the Cleaner cannot confirm receipt does not count until acknowledged.

      Emergency exceptions: Cancellations due to documented illness, bereavement, or comparable emergencies may be waived at the Cleaner's sole discretion. This is a goodwill gesture and does not create a contractual right to waiver.
    

2. Repeated Short-Notice Cancellations

Where a client cancels with less than 24 hours' notice on three or more occasions within a rolling 3-month period, the Cleaner reserves the right to:

Require a deposit equal to one visit fee before future bookings are confirmed; or
Terminate the regular booking arrangement with immediate effect, subject to outstanding fees being settled.

3. Client Holiday and Extended Absence

For regular clients taking a holiday or extended break, the following notice requirements apply:

Absence of up to 2 weeks: At least 2 weeks' written notice required for visits to be suspended without charge.
Absence of 2–8 weeks: At least 4 weeks' written notice required.
Absence longer than 8 weeks: At least 4 weeks' written notice required. The Cleaner may reallocate the regular slot if the absence will cause commercial disruption; the Client's slot will be reinstated where possible on return.

Where insufficient notice is given for an extended absence, the standard short-notice cancellation charges apply to each visit that falls within the under-notice period.

4. Cleaner Holiday and Absence

The Cleaner will give clients at least 2 weeks' notice of planned holiday or absence. No charge will be made for visits missed due to the Cleaner's absence.

In the event of sudden illness or emergency, the Cleaner will notify the Client as soon as reasonably practicable and arrange a make-up visit at the earliest mutual convenience where possible. No charge is made for visits cancelled by the Cleaner.

5. Access Failures

If the Cleaner arrives at the property at the agreed time and is unable to gain access (e.g. no one at home when expected, key not working, alarm not disabled), the full visit fee is payable. The Cleaner will wait up to 15 minutes before treating the visit as a no-show.

Clients are responsible for ensuring access arrangements are communicated clearly in advance of each visit.

6. Termination by Either Party

Either party may end the regular cleaning arrangement by giving [2 weeks / 4 weeks] written notice. All outstanding fees remain payable on termination regardless of the reason.

7. How to Cancel or Reschedule

All cancellations and rescheduling requests should be made by:

Text or WhatsApp to: [Your Phone Number]
Email to: [Your Email Address]

The date and time of the message will be used to determine the notice period given.