CANCELLATION POLICY

Updated: September 2026

1. Introduction

We understand that schedules can change. This policy explains how cancellations, postponements, rescheduling and failed access are handled for commercial and contract cleaning, retirement communal cleaning, builders’ and sparkle cleans, and new-home move-in cleaning.

Any different cancellation terms stated in an accepted quotation, tender, schedule or contract will take priority over this general policy.

2. Giving notice

Please give as much notice as possible if you need to cancel or change an agreed visit.

Unless different terms have been agreed in writing, the following may apply:

• More than 48 hours’ notice: normally no cancellation charge

• Between 24 and 48 hours’ notice: up to 50% of the booked or quoted visit

• Less than 24 hours’ notice or same-day cancellation: up to the full booked or quoted visit

A charge will only reflect time reserved, reasonable preparation, committed staffing, travel or loss that we have been unable to avoid.

3. Regular office, contract and communal cleaning

Regular services are scheduled around an agreed specification, frequency and staffing plan.

Cancellation of an individual visit, temporary suspension or termination of a regular service must follow the notice terms in the quotation or contract. Where no specific notice term exists, the general notice periods above apply.

If a visit is cancelled after staff and time have been reserved, we may charge for that visit. Permanent changes to frequency, hours or scope may require a revised quotation.

4. Builders’ cleans, sparkle cleans and construction sites

Construction programmes often change, but reserved dates prevent us from accepting other work.

Unless different terms are agreed in writing:

• More than 48 hours’ notice: normally no charge

• Cancellation within 48 hours: a £75 cancellation charge may apply

• Same-day cancellation or a site not ready when our team attends: a £100 charge may apply

• After more than two date changes, a £50 standby charge may apply for each further reserved slot

• If a reserved block of working days is cancelled and cannot reasonably be refilled, an empty-diary charge of up to £100 per reserved day may apply

We may revise the quotation or availability where the build programme, condition, access or scope has materially changed.

5. New-home move-in cleaning

Move-in cleans reserve a substantial block of time and are often arranged around completion or key collection.

Please give at least 48 hours’ notice of a cancellation or date change. Between 24 and 48 hours, up to 50% of the quoted price may apply. Less than 24 hours or same-day cancellation may be charged up to the full quoted price.

We will be reasonable where completion is unexpectedly delayed, but repeated changes may require a new date or revised quotation.

6. Failed access and attendance

The client is responsible for providing correct keys, codes, permits, site contacts and safe access at the agreed time.

If we attend and cannot gain access, the site is closed, the contact is unavailable or the premises are unsafe or not ready, we may charge:

• At least the first hour of reserved labour

• Reasonable travel or parking costs

• A higher amount where a team or substantial time block has been reserved, up to the booked or quoted value

7. Client-requested changes

Changes to the date, time, scope, cleaning specification, site condition or required completion time must be agreed in advance.

Additional work or waiting time may be charged separately. We cannot guarantee the original price, team or completion time after a material change.

8. Weather, travel and safety

If severe weather, road closures, illness, unsafe conditions or circumstances outside our reasonable control prevent the work, we will contact you as soon as possible and try to rearrange it.

No cancellation charge will be made where we cancel the service. Our liability will be limited to refunding any amount paid for work we did not provide.

9. How to cancel or reschedule

Please contact us by:

Phone: 07380 951691

Email: ilfracombedustbusters@gmail.com

A cancellation or change takes effect when we receive it. Messages sent outside normal working hours may be treated as received on the next working day.

10. Deposits, prepayments and refunds

Where a deposit or prepayment has been requested, the quotation will explain whether it is refundable.

Any valid cancellation charge may be deducted from money already paid. Where a refund is due, it will be returned using the original payment method where reasonably possible.

11. Our approach

We will consider genuine emergencies and circumstances outside the client’s control fairly. However, we reserve the right to apply this policy where staff, travel, equipment or diary time have already been committed and the work cannot be replaced.

12. Contact

Ilfracombe Dustbusters

Email: ilfracombedustbusters@gmail.com

Phone: 07380 951691

Ilfracombe, North Devon