Cancellation Policy

Ilfracombe Dustbusters
Updated: November 2025

1. Introduction

We understand that plans can change. This policy explains how cancellations and rescheduling are managed for both domestic and commercial clients, including builders cleans and contract work.

Our aim is to be fair and transparent while ensuring our business can operate reliably and sustainably.

2. Domestic Cleaning Appointments

2.1 Cancellation notice

  • More than 24 hours’ notice: No charge

  • Less than 24 hours’ notice: 50% of the booking fee

  • Same-day cancellation: Full fee applies

As a sole trading business, short-notice cancellations often result in unfillable diary gaps. These fees help protect our business from loss of income caused by bookings cancelled too late to replace.

2.2 Rescheduling

You may reschedule your appointment up to 24 hours before the booking with no fee.

2.3 No-access

If we attend your property and cannot gain entry (faulty locks, incorrect code, no key left out, etc.), a no-access fee equal to the first hour of labour will be charged.

3. Online Bookings

If you have booked and paid for your appointment online, the cancellation rules above still apply.
Refunds, where applicable, will be processed through the original payment method.

4. Commercial Clients & Contract Work

4.1 Standard cancellation

Commercial cancellation terms may differ depending on the work agreed.
Specific terms will be issued at quoting or contract stage.

4.2 Rescheduling

Rescheduling commercial work must be agreed in advance and may require a site visit if the scope changes.

5. Builders Cleans & Construction Sites

Due to the unpredictable nature of construction schedules, the following terms apply to protect our reserved diary time:

5.1 Cancellation fees

  • More than 48 hours’ notice: No charge

  • Within 48 hours: £75 cancellation fee

  • Same-day cancellation: £100 cancellation fee

5.2 Repeated date changes

If a site or plot reschedules more than twice, a £50 standby fee will apply for each additional reserved slot.

5.3 Empty diary protection

If a reserved block of working days is cancelled and leaves us unable to fill the diary, an Empty Diary Fee of £100 per reserved day may apply.

This covers loss of income caused by last-minute changes outside of our control.

5.4 Site delays

We are not liable for delays caused by contractors, weather conditions, safety issues, or site access restrictions.

6. Seasonal, Deep & Specialist Cleans

6.1 Seasonal cleans (Winter/Christmas refresh)

Due to limited availability during peak periods:

  • Less than 48 hours’ notice = 50% fee

  • Same-day cancellation = full fee

6.2 Deep cleans

Deep cleans require more planning and time allocation:

  • Less than 48 hours’ notice = 50% fee

  • Same-day cancellation = full fee

6.3 Specialist work

Any work requiring additional equipment or preparation may carry separate cancellation terms, outlined at the quoting stage.

7. Weather, Travel & Safety

If travel becomes unsafe (roads closed, extreme weather), we may reschedule your appointment.
We will always contact you as early as possible.

8. How to Cancel or Reschedule

Cancellations or changes must be made by:

  • Phone: 07380 951691

  • Email: ilfracombedustbusters@gmail.com

  • Your online booking confirmation (if applicable)

Messages sent outside working hours will be actioned the next business day.

9. Refunds

Where a refund is due, it will be processed through the original payment method.
Refunds are not given in place of the 24-hour free re-clean guarantee.

10. Our Commitment

We always aim to be understanding and flexible where possible, while ensuring our team and business are protected from avoidable loss of work.