Cancellation, Rescheduling & Refund Policy · Version 2026-10-07

FLEXIBILITY, WITH FAIR NOTICE.

Plans change. This policy explains how we handle cancellations, rescheduling, access problems, service concerns and refunds fairly.

Cancel or reschedule

Please let us know at least 24 hours before the appointment if you need to cancel or move it. With enough notice, we will normally help you reschedule without an unreasonable penalty, subject to availability. If a refundable amount is due, we will explain how it will be processed.

Late cancellation and no access

Within 24 hours, a reasonable cancellation charge may apply where lawful and where a team, travel or equipment has already been committed. It is not an automatic forfeiture of the whole booking amount. If we cannot get access, we will confirm the address, attempt normal access, call you, send a WhatsApp or SMS where appropriate, and wait up to 15 minutes before deciding whether to leave. We will record relevant contact attempts.

If we are late or cannot perform

If we are running late, we will try to contact you and provide an updated ETA. If a delay becomes unreasonable, you may reschedule without penalty. If we cannot provide the booked service, we will offer priority rescheduling or an appropriate refund of amounts paid for work not performed.

Weather and events outside reasonable control

Exterior work may need to move because of rain, lightning, dangerous wind or conditions that make the result unsafe or ineffective. Where we initiate a weather postponement, no customer cancellation penalty applies. We will also communicate and mitigate where major outages, road closures or other genuine events outside reasonable control affect a booking.

Service concerns, re-cleans and refunds

If you believe confirmed work was missed or not properly completed, please contact us within 48 hours where reasonably possible, with a description and photos if useful. We will investigate fairly. Where appropriate, we will normally offer a re-clean first, without removing any remedy required by law. Depending on the circumstances, a re-clean, credit, partial refund, full refund or another appropriate remedy may be fair.

Damage concerns

Please report possible damage as soon as reasonably possible and include the booking reference, item, description, photos and when it was noticed. We will investigate factors such as pre-existing damage, ordinary wear, material defects, previous treatment and our own conduct. We do not use this policy to exclude liability that cannot lawfully be excluded.