Cancellation & Refund Policy

This policy explains what happens if you need to cancel or reschedule a booking, and how refunds work. It applies to all bookings made through staff2clean.co.uk.

Cancelling or rescheduling

• More than 24 hours before your visit: free cancellation or rescheduling, no charge. You do it yourself from your booking page or your account. If you cancel, we refund it in full to the card you paid with, usually within 5–10 working days; if we cannot send it automatically we will be in touch.
• Within 24 hours of your visit: you cannot cancel or move it online. Contact us and we will deal with it personally. A charge of 50% of the visit price applies, reflecting the cost of holding that slot and the reduced chance of rebooking it.
• No access on the day (cleaner arrives but cannot get in): the full visit price applies, as the time has already been allocated and the cleaner has attended.

These fees are set to reflect our actual costs of holding and staffing a time slot, in line with the Consumer Rights Act 2015, and are shown before you confirm a booking.

To move a visit, it must be more than 24 hours away and the new date must be at least 48 hours away. Moving a visit takes your cleaner off it until we assign another.

If we cancel

If Staff2Clean needs to cancel or cannot fulfil a booking (for example, no cleaner available), we will contact you, and you choose between a full refund and a free reschedule to the next available slot.

Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts Regulations, you normally have 14 days from booking to cancel a service for a full refund. Because cleaning bookings are often scheduled within that 14-day window, we ask for your express consent at booking to begin the service before the cooling-off period ends. If you give this consent and then cancel after the service has started or been completed, the cancellation terms above apply instead of a full refund.

Repeat plans

Repeating plans are paused while we finish the billing for them, so every booking today is a single visit with no contract behind it. The cancellation window above applies to each visit.

How refunds are issued

Refunds go to the card you paid with, via Stripe, usually within 5–10 working days depending on your bank. If we cannot send a refund automatically we will be in touch.

Contact

Questions about a specific booking? Email hello@staff2clean.co.uk or use your account messaging once logged in.