Legal
Cancellation Policy
A strict but fair policy that protects our small team’s schedule – and keeps prices fair for everyone.
Last updated: 10 July 2026 · This policy forms part of our Terms of Service.
Why our policy is strict
We’re a small local team. When a slot is cancelled at short notice, that time can rarely be re-booked – and our cleaners lose paid work. A clear, strict policy lets us keep our prices fair, pay our team properly, and stay reliable for every client, including you.
Cancellation charges
| Notice given before scheduled start | Charge |
|---|---|
| More than 48 hours | Free – cancel or reschedule at no cost |
| 24–48 hours | 50% of the booked price |
| Less than 24 hours | 100% of the booked price |
| No-show / no access on arrival (“lockout”) | 100% of the booked price |
Rescheduling
- One free reschedule is allowed per booking with more than 48 hours’ notice.
- Rescheduling inside 48 hours is treated as a cancellation and re-booking, and the charges above apply.
- Rescheduled bookings must take place within 30 days of the original date.
Lockouts and access failures
If our cleaner arrives at the confirmed time and cannot access the property within 20 minutes (wrong key safe code, no answer, blocked access), the visit is charged in full. Please double-check access arrangements when you confirm your booking.
Same-day bookings
Same-day bookings are confirmed on shortest notice and are therefore non-refundable once confirmed, except where we are unable to attend.
Airbnb, serviced accommodation and hotel clients
- Ad-hoc changeover cleans follow the standard charges above.
- Clients on a regular schedule or contract have notice terms set out in their service agreement; where none are stated, this policy applies.
- Guest late check-outs that prevent access are treated as lockouts unless we can reasonably re-slot the clean the same day.
Cancellations by us
In the rare event we must cancel (illness, emergency, unsafe conditions), we will offer the next available slot as a priority or a full refund of anything paid. Where cancellation is our fault, no charge is ever made.
Recurring bookings
Regular weekly or fortnightly clients may pause or end their schedule with 7 days’ written notice. Individual visits within a schedule remain subject to the charges above.
Exceptional circumstances
We’re strict, not heartless. In genuine emergencies (bereavement, hospitalisation, and similar), contact us as soon as you can – we’ll always look for a fair outcome, at our discretion.
How to cancel or reschedule
Message us on WhatsApp, call 07356 250263, or email hello@wgcleaners.co.uk. Notice is counted from when your message reaches us, so written channels are best.