Refund & Cancellation Policy
Last updated: 26 June 2026
We understand that moving plans change. This policy explains how to cancel or reschedule a clean, and when you're entitled to a refund. It forms part of our Terms & Conditions.
1. Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013, you normally have 14 days from booking to cancel for a full refund. However, where you ask us to carry out the clean within that 14-day period (for example a next-day or same-week booking) and the clean is fully performed, you lose this cancellation right once the service is complete. If the clean has only partly taken place when you cancel, you may be charged for the work already done.
2. Cancelling or rescheduling your clean
To cancel or reschedule, contact us as early as possible using the details below, quoting your booking name and date. The following applies based on how much notice you give before your booked start time:
| Notice given | Cancellation | Rescheduling |
|---|---|---|
| More than 48 hours | Full refund | Free |
| 24–48 hours | 50% refund | Free (subject to availability) |
| Less than 24 hours | No refund | One free reschedule may be offered at our discretion |
3. If we can't access the property
If our team arrives at the booked time and cannot gain access (for example no keys, no entry, or no one to let us in), or the property is not ready to be cleaned, this is treated as a less-than-24-hours cancellation and is non-refundable, as our team's time and travel have been committed. Please make sure access is arranged in advance.
4. Cancellation by us
Very occasionally we may need to cancel or rearrange a booking (for example due to illness, staffing or events outside our control). If we cancel and cannot offer you a suitable alternative slot, you will receive a full refund. We are not liable for any indirect losses arising from a cancellation.
5. Not satisfied? Our 72-hour re-clean guarantee
If your landlord or letting agent is not satisfied with the clean, our priority is to put it right rather than refund. Tell us within 72 hours and we will return and re-clean the relevant areas free of charge. See our Terms & Conditions for the full guarantee terms. This guarantee covers re-cleaning and does not cover deposit deductions or third-party costs.
6. How refunds are made
Approved refunds are made to your original payment method via Stripe. Refunds are usually processed within 5–10 business days, though the exact timing depends on your bank or card provider.
7. Contact
To cancel, reschedule, request a refund or make a guarantee claim, contact us at hello@depositbacklondon.com.