Last updated: 30 August 2026
 
At Cleany, we want every clean to meet a high standard. This policy explains when cancellations, refunds and other remedies may apply to bookings made through Cleany.
 
1. Cancelling Your Booking
You may cancel or request to reschedule your booking by contacting Cleany as soon as possible.
 
More than 24 hours' notice

Bookings cancelled with at least 24 hours' notice will generally be eligible for a full refund of any payment made, provided the booking has not already commenced.

Less than 24 hours' notice

Cancellations made less than 24 hours before the scheduled cleaning may be subject to a cancellation fee.
This is because the cleaner may have reserved the time specifically for your booking and may be unable to replace the appointment at short notice.
The cancellation fee may be deducted from any amount already paid, with any remaining balance refunded.

2. No Access to the Property
You are responsible for ensuring that the cleaner can access the property at the agreed time.
If the cleaner arrives and is unable to access the property because:

• Nobody is available to provide access

• Keys or access codes have not been provided

• Incorrect access information has been provided

• The property is inaccessible for another reason within the customer's control
   

the booking may be treated as a late cancellation or missed appointment.
In these circumstances, Cleany may retain all or part of the booking fee.

3. Refunds for Unsatisfactory Cleaning
We aim to provide a consistently high standard of cleaning.
If you are unhappy with your clean, please contact us as soon as possible and ideally within 24 hours of the service being completed.
We may ask you to provide photographs or details of the issue so that we can assess the complaint.
Where we believe the cleaning has not been completed to a reasonable standard, we may, at our discretion:

• Arrange for the relevant area to be re-cleaned

• Offer a partial refund

• Offer another appropriate remedy
   

Where a re-clean is offered, the customer should provide reasonable access to the property so that the issue can be addressed.
4. Refunds for Services Not Completed
If Cleany or the assigned cleaner is unable to provide the booked service due to circumstances within Cleany's control, we will generally offer either:

• A rescheduled appointment; or

• A full refund for the service that was not provided.
   

If only part of a service was completed, any refund will be considered based on the circumstances and amount of work completed.

5. Cleaner Cancellation
Occasionally, a cleaner may become unavailable due to illness, emergency or other unforeseen circumstances.
Where possible, Cleany will attempt to arrange another suitable cleaner.
If we are unable to provide the service and you do not wish to reschedule, you will receive a refund for the affected booking.

6. Property Condition and Additional Cleaning
Our standard cleaning prices are based on the information provided when booking.
If the condition of the property is substantially different from what was described and the booked service cannot reasonably be completed within the allocated time, the cleaner may contact you or Cleany to discuss additional time or charges.
If you do not agree to additional work, the cleaner will complete as much of the booked service as reasonably possible within the original booking period.
A refund will not normally be provided where the reduced completion of a service is due to the property requiring substantially more work than was reasonably indicated at the time of booking.

7. Refunds for Additional Services
Additional services that have been specifically requested and completed are generally non-refundable unless there is a valid issue with the service provided.
If an additional service has been paid for but was not carried out, the relevant amount may be refunded.

8. Payment Processing
Where a refund is approved, it will normally be returned using the original payment method.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
Cleany cannot be responsible for delays caused by a customer's bank or payment provider.

9. Disputing a Payment
If you believe a payment has been taken incorrectly, please contact Cleany before initiating a payment dispute with your bank or payment provider.
We will review the issue and work with you to resolve it where possible.
Nothing in this section affects your statutory rights.

10. Statutory Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to remove or restrict any rights you may have under UK consumer law.
Where applicable, you may have additional rights relating to the cancellation of services, refunds or services not provided with reasonable care and skill.

11. Exceptions
Refunds and cancellation fees may be considered on a case-by-case basis where exceptional circumstances arise.
Examples may include serious emergencies or circumstances outside the customer's reasonable control.
Any exception is at Cleany's discretion and does not create an ongoing entitlement to a refund in similar circumstances.
12. Contact Us
If you have a question about a cancellation, refund or booking, please contact Cleany using the contact details provided on our website.
Cleany
Cleaning services for homes, apartments and holiday lets.