Cancellation & Refund Policy
We recognise that family schedules, work travel and London train delays mean appointments occasionally need to shift. We ask for fair advance notice so we can reassign our cleaners to other waiting clients.
- Free cancellation
- At least 24 hours prior to your clean
- Rescheduling
- At no charge, provided it is before we arrive
- Refund time
- Within 5 business days
- Refund method
- Same way you paid
1. Cancellation window
Notify us by phone or email at least 24 hours before our cleaners are due, and you pay nothing. Later notices might incur the cost of dedicated supplies already purchased on your behalf, as cited in your estimate.
2. Rescheduling
Rescheduling your visit carries no penalty. We will suggest our earliest available alternative time within one business day.
3. Circumstances qualifying for a refund
You will receive a complete refund if we must cancel the booking, if we fail to carry out the agreed scope, or if our work falls short of the estimate and we are unable to put it right in a sensible timeframe.
- If you cancel with at least 24 hours notice, there is no charge whatsoever.
- If you cancel on the day or our cleaner cannot gain access at the property door, a call-out charge equal to two hours of labour is due.
- Where an advance commitment deposit was paid for a multi-day post-builder clean, cancellations made at least three days prior receive a full refund.
- Overpayments made via bank transfer are returned directly to your originating bank account.
4. Requesting your reimbursement
- Call our office desk or email us as soon as your schedule changes.
- State your property address and the scheduled date of the cleaning visit.
- Provide your bank sort code and account number if an overpayment refund is due.
5. Timeline
Bank transfer adjustments or refunds are processed within three business days of receiving your bank details.
6. Questions about this policy
Drop an email to [email protected] or dial +44 191 267 3583 throughout Mon-Sat 08:00-16:30. We attend to every inquiry within one business day.
- Merchant
- Pimlico Housecare Ltd.
- Registered address
- 18 Hood Street, Newcastle upon Tyne, NE1 6JQ, United Kingdom
- [email protected]
- Phone
- +44 191 267 3583
- Working hours
- Mon-Sat 08:00-16:30
- Registration
- Company No. 19816341