Cancellation & Refund Policy

Our Cancellation Policy

At Haven Hands Cleaning Services Ltd, we understand that plans can change. We have a fair and transparent cancellation policy designed to protect both our customers and our team.

Cancellation Timeframes & Refunds

Cancellation Notice	Refund Amount	What You Lose
24+ hours before booking	Full refund	Only 1.9% transaction fee
Less than 24 hours before booking	80% refund	20% of booking amount + 1.9% fee
No-show (cleaner arrives, no access)	0% refund	Full booking amount

Important Note:

The 1.9% payment gateway fee is non-refundable in all cancellation scenarios. This fee is charged by Stripe/Klarna and cannot be recovered.

Example Calculations

Example 1: Cancellation 24+ hours before (£300 booking)

Booking amount: £300.00

1.9% fee: £5.70

Refund amount: £300.00 - £5.70 = £294.30

£300.00 - (£300.00 × 0.019) = £294.30 refunded

Example 2: Cancellation within 24 hours (£300 booking)

Booking amount: £300.00

80% refund: £240.00

1.9% fee: £5.70 (deducted from refund)

Customer receives: £240.00 - £5.70 = £234.30

Customer loses: £300.00 - £234.30 = £65.70 (20% + fee)

(£300.00 × 0.80) - (£300.00 × 0.019) = £234.30 refunded

Example 3: Cancellation within 24 hours (£150 booking)

Booking amount: £150.00

80% refund: £120.00

1.9% fee: £2.85 (deducted from refund)

Customer receives: £120.00 - £2.85 = £117.15

Customer loses: £150.00 - £117.15 = £32.85

(£150.00 × 0.80) - (£150.00 × 0.019) = £117.15 refunded

How to Cancel a Booking

To cancel or reschedule your booking, please contact us using any of the following methods:

Call us: 07398 279044, 07438 592588, or 07771 079305
Email us: info@havenhandscleaning.co.uk
Via our contact form: Contact Page

Cancellation Confirmation:

You will receive a confirmation email once your cancellation has been processed. Refunds are typically processed within 5-7 business days to your original payment method.

Rescheduling Policy

If you need to reschedule your cleaning appointment:

24+ hours notice: Free rescheduling with no penalty
Less than 24 hours notice: Free rescheduling (subject to availability)
Same-day rescheduling: Subject to availability, £25 fee applies

Same-Day Rescheduling Note:

Same-day rescheduling requests must be made before 9:00 AM. After 9:00 AM, rescheduling may not be possible due to team scheduling constraints.

Exceptions & Special Circumstances

We understand that emergencies happen. In the following circumstances, we may offer a full refund (excluding the 1.9% fee) even within the 24-hour window:

Medical emergency (documentation may be requested)
Major travel disruption (flooding, severe weather, accidents)
Property emergency (flood, fire, major damage)

Proof may be required for exception requests. Please contact us as soon as possible to discuss your situation.

When No Refund Is Issued

No-show: If our team arrives and cannot access the property
Incorrect address: Wrong address provided at booking
Service already rendered: If cleaning has already started