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Zuri Cleaning Services – Full Cancellation Policy

At Zuri Cleaning Services, we value our clients’ time and trust — and we also respect the time and income of our dedicated cleaning staff. This policy helps us provide consistent, reliable service to every client while protecting our team from last-minute disruptions.

Cancellation & Rescheduling Timeframes

  • Standard Bookings (Residential, Commercial, Airbnb):

    • Cancellations or rescheduling requests must be made at least 24 hours before the scheduled service.

    • Changes made within 24 hours will incur a 50% cancellation fee.

    • Same-day cancellations or no-shows will be charged 100% of the service fee, with no refunds.

  • Deep Cleans, End of Tenancy, or Larger Jobs (Over 3 hours):

    • Require 48 hours’ notice for cancellation or changes.

    • Cancellations with less than 48 hours’ notice may result in loss of deposit (if applicable) or full service charge, depending on the size and scope of work.

Refunds & Deposits

  • If a deposit was taken, it is non-refundable if cancellation occurs within the policy's late window (24 or 48 hours, depending on service type).

  • For eligible refunds, please allow up to 5 working days for processing.

  • We do not offer refunds for missed appointments caused by client-side access issues unless we are informed in advance and reschedule is agreed.

Access & Entry

It is the client’s responsibility to ensure:

  • Cleaners can access the property at the scheduled time (keys, codes, gates, etc.).

  • Someone is present if required, or proper arrangements are made in advance.

  • Unsafe conditions (aggressive pets, unsecured areas, hazardous materials) may result in the service being refused and still charged in full.

If our cleaners cannot enter the property within 15 minutes of arrival and we are unable to reach you, the booking will be considered a no-show and charged in full.

Repeat Cancellations

Clients who cancel or reschedule more than 3 times in a 60-day period may be:

  • Required to pre-pay for future bookings

  • Subject to an additional £15 rebooking admin fee

  • De-prioritised in our scheduling system during peak periods

Emergencies & Exceptions

We understand that emergencies happen. If you experience:

  • A medical emergency

  • Bereavement

  • Natural disaster or major disruption

Please let us know as soon as possible. We may, at our discretion, waive cancellation fees in genuine cases.

How to Cancel or Change a Booking

Please contact us directly through:

Phone / WhatsApp: 07462742641
Email: Support@zuricleaningservices.co.uk
Business Hours: 07.00am - 18.00pm

Agreement

By booking a service with Zuri Cleaning Services, you agree to the terms of this cancellation policy.