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 more than 48 hours before the scheduled clean and receive a 100% refund, or reschedule your booking free of charge. To cancel, call or WhatsApp us on 07727 633201, or email joyahomecleaning@gmail.com. A cancellation is only confirmed once you have received written confirmation from Joya Home Cleaning.

Between 24 and 48 hours' notice

Cancellations made between 24 and 48 hours before the scheduled clean receive a 50% refund. The remaining 50% is retained as the cancellation fee.

Less than 24 hours' notice or no-show

Cancellations made less than 24 hours before the scheduled clean, or where our cleaner cannot gain access to the property (no-show), are non-refundable (0% refund). This is because the booking slot has been reserved exclusively for you and our cleaner is unlikely to be rebooked at such 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.

No access on the day

If our team is unable to begin the clean due to no access, incorrect access details, missing keys, or any other issue outside of our control, the booking will be treated as a late cancellation. Any new booking will require a new booking and payment in accordance with our cancellation policy.

Parking

If we are unable to carry out the appointment because suitable parking has not been provided, a required visitor parking permit has not been arranged, or agreed parking charges have not been paid in advance, the booking may be treated as a client cancellation and our cancellation policy will apply.

Deposits & outstanding balances

If a booking has been secured with a deposit, the remaining balance must be paid immediately upon our team's arrival and before any cleaning services begin. If the outstanding balance has not been received before work commences, Joya Home Cleaning Ltd reserves the right to refuse to start the service and leave the property. In these circumstances, any deposit already paid will remain non-refundable in accordance with our cancellation policy.

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 payment 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 24 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.

Respect for our team

At Joya Home Cleaning, we are committed to providing a respectful and safe working environment for our team. Clients are welcome to ask reasonable questions, discuss the clean, and request progress updates. However, abusive, aggressive, intimidating or harassing behaviour towards our staff will not be tolerated. This includes, but is not limited to:

• Shouting at cleaners.
• Verbal abuse or insults.
• Threatening or intimidating behaviour.
• Repeated harassment that prevents our team from carrying out the service professionally.

If a member of our team feels unsafe or is subjected to this type of behaviour, Joya Home Cleaning Ltd reserves the right to immediately terminate the service and instruct our team to leave the property. Where a booking is terminated due to abusive or harassing behaviour from the client or anyone present at the property, no refund will be provided, as the service has been interrupted due to the client's conduct.