Cancellation policy.

Why we have a cancellation policy

When you book a clean with us, we block out time for a cleaner — usually our most experienced team members for deep and end-of-tenancy jobs. Last-minute cancellations leave that cleaner without work for the day, which directly affects their income. Our cancellation policy exists to be fair to our team while still being flexible for genuine emergencies.

Full cancellation terms

More than 48 hours' notice

You can cancel a booking up to 48 hours before the scheduled clean and receive a full refund of your deposit, or we can rebook the clean to another date free of charge. To cancel, message us on WhatsApp (07727 633201) or email joyahomecleaning@gmail.com. Cancellation isn't confirmed until you receive a written confirmation from us.

Between 24 and 48 hours' notice

Cancellations made between 24 and 48 hours before the scheduled clean forfeit the 20% deposit. You can also choose to apply the deposit as credit towards a future booking within 60 days, if you prefer.

Less than 24 hours' notice or no-show

For cancellations within 24 hours of the scheduled clean, or for no-shows (where we arrive and cannot gain access, or you're not home when the clean was due to take place), the full price of the clean is payable. This covers the cleaner's lost income for the day and the inability to rebook the slot at short notice.

"No access" includes:

• No answer at the door at the scheduled time.
• Wrong key, broken lock or incorrect smart-lock code with no alternative provided.
• Unreachable phone number when we try to call from outside the property.
• Property occupied by someone who refuses entry to our cleaner.

Rescheduling vs cancelling

Rescheduling is always preferred to cancelling — and is free with more than 48 hours' notice. Within 48 hours, a rescheduled clean is treated the same as a cancellation, with the same fee structure, but the deposit (or full payment for <24h reschedules) is credited to your new booking.

Cancellations by us

In rare cases — typically illness in our team or a vehicle breakdown — we may need to reschedule a clean ourselves. In these cases:

• We'll notify you as soon as we know, usually the evening before or the morning of.
• We'll offer the earliest possible alternative date, often the next day.
• If we can't rebook within 7 days, your deposit is refunded in full and the clean is cancelled.
• For end-of-tenancy cleans where timing is critical, we'll move heaven and earth to send a different team. If we genuinely can't, you'll receive a full refund.

Recurring / regular bookings

For regular clients on a weekly or fortnightly schedule, individual visits can be skipped or rescheduled with 48 hours' notice without affecting the ongoing schedule. Cancelling the whole regular schedule simply means letting us know — there's no minimum term and no exit fee.

Bad weather, illness & force majeure

If a clean is genuinely impossible to carry out due to extreme weather (heavy snow, flooding), public-transport shutdowns affecting our team, or a government-mandated lockdown, we'll reschedule free of charge regardless of the notice given. We'll always try to send the team in if it's safe and practical.