Cancellation & Complaints Policy

Complaints Policy
• Any issues or concerns must be raised on the day of cleaning, while the cleaning team is still at the property.
• Complaints must be addressed directly to the cleaning team so they can be inspected and resolved immediately.
• Complaints raised after the team has left, on a later date, or after further use of the property, will not be accepted.
• Once the cleaning team leaves and the service is marked as completed, the work is considered accepted.

Exceptions
• Only serious issues that could not reasonably be identified on the day (such as accidental damage) may be reported within 24 hours, with clear photo or video evidence.
• No refunds or return visits will be offered for issues that were not reported on the day.

Cancellation & Rescheduling Policy
• A minimum of 48 hours’ notice is required for any cancellation or rescheduling.
• Cancellations made with less than 48 hours’ notice will be charged 50% of the booked service price.
• Cancellations made with less than 24 hours’ notice will be charged 100% of the booked service price.
• If our team arrives and is unable to carry out the service due to no access, lack of utilities, unsafe conditions, or client delay, the visit will be charged in full.

General Terms
• Cleaning is provided to a professional domestic standard, not a restoration service.
• Heavily soiled areas, limescale, mould, permanent staining, or long-term neglect may require additional time or separate booking.
• Payment is due on the day of service, unless agreed otherwise in advance.

Agreement
By booking a service with MissCleanHome, the client confirms they have read, understood, and agreed to this Cancellation & Complaints Policy.