Cancellation Policy
Last updated: 11 September 2026
We understand that plans can change. This policy explains how to change, reschedule or cancel a cleaning appointment.
Changing or cancelling a booking
Please contact us as soon as possible by email, phone or WhatsApp. A booking is only cancelled or changed once we have confirmed this with you.
Notice
We ask for at least 24 hours notice for cancellations or changes. This gives us a fair opportunity to offer the appointment time to another customer.
Late cancellations and missed appointments
If a booking is cancelled with less than 24 hours notice, or we cannot gain safe access at the agreed time, a reasonable charge may apply to cover reserved staff time and travel. We will explain any applicable charge before it is applied.
Rescheduling
Where enough notice is given, we will do our best to offer another suitable appointment at no additional charge, subject to availability.
Access and safety
Please ensure that our team can safely enter the property at the agreed time and that any relevant access instructions, risks, pets or hazards have been shared in advance. We may end or postpone a visit if conditions are unsafe.
Changes made by us
Occasionally we may need to reschedule due to staff sickness, travel disruption, safety concerns or other unexpected circumstances. If this happens, we will contact you promptly and offer the next suitable available time.
Refunds
Any refund or credit will be considered fairly in relation to services not provided and the circumstances of the booking. Please contact us promptly if you have a concern about a payment or service.
Contact us
Email info@bertinsgroup.co.uk, call +233 024 846 5561, or WhatsApp 07344 171776.