Cancellation & Refund Policy

1. Cancellation window

Notify us by phone or email up to 24 hours ahead of your booking and you pay nothing. If you cancel after that deadline, we may bill only for pre-ordered specialist supplies itemised in your quote.

2. Rescheduling

You are welcome to pick another date without penalty. Our team will offer the earliest open appointment within one working day.

3. Circumstances for a refund

A complete refund applies if our team cancels, if unforeseen events prevent us from fulfilling the agreed work, or if a clean fails to meet the quoted standards and we cannot make it right promptly.

• Deposits are fully refunded if you cancel or reschedule more than 24 hours prior to the booked start time.
• Cancellations made within 24 hours of the start time forfeit the deposit or incur a 30 pound late cancellation charge to cover cleaner travel.
• If our cleaners arrive on site and are unable to access the property within 30 minutes, the full call-out fee is charged.
• Where a rework cannot resolve a documented service fault, a partial or full refund will be processed directly to your bank account.

4. Steps to claim your refund

1. Call our office or reply to your booking email as soon as your plans alter.
2. State your booking reference, address, and whether you wish to reschedule or cancel entirely.
3. Receive written confirmation of the cancellation and details of any applicable deposit return.

5. Timeline

Refunds are processed via direct bank transfer within three working days of cancellation confirmation.

6. Questions about this policy

Reach out via [email protected] or phone us at +44 20 3268 5322 throughout Mon-Fri 09:00-17:15. We reply to all inquiries within one business day.

Merchant

Sprucewood Cleaning Services Ltd.

Registered address

180 Mare Street, London E8 3RD, United Kingdom

Email

[email protected]

Phone

+44 20 3268 5322

Working hours

Mon-Fri 09:00-17:15

Registration

Company No. 08778084