Sam Hertfordshire Cleaning

Refund, Cancellation & Complaints Policy

Effective Date: 06/03/26

At Sam Hertfordshire Cleaning, we take pride in delivering a reliable, high-quality cleaning service. If something isn’t right, we want to know so we can put it right quickly and fairly.

 

1. Payment Terms

Full payment is required 24 hours after your scheduled cleaning appointment.

If payment is not received within this timeframe, we reserve the right to cancel the appointment.

 

2. Cancellations & Rescheduling

We understand that plans can change.

  • Cancellations made 48 hours or more before the appointment: no charge.
  • Cancellations made within 24–48 hours of the appointment: 50% of the service fee may be charged.
  • Cancellations made less than 24 hours before the appointment: full payment is non-refundable.

If we need to cancel due to illness, emergency, or circumstances beyond our control, you will be offered a new appointment or a full refund.

 

3. Complaints Procedure

If you are unhappy with any part of the service, please contact us within 24 hours of the clean being completed.

To help us resolve the issue quickly, please provide:

  • Your name and address
  • The date of the service
  • A clear description of the issue
  • Photos where possible

We aim to respond within 2 working days.

If a complaint is valid, we will offer a free re-clean of the affected areas at the earliest reasonable opportunity.

We must be given the opportunity to return and correct the issue before any refund is considered.

 

4. Refund Policy

Refunds may be considered if:

  • The service was not carried out as agreed
  • We did not attend the appointment without notice
  • Agreed tasks were clearly not completed

Approved refunds may be partial or full depending on the situation.

Refunds will not be issued for:

  • Issues reported after 24 hours
  • Pre-existing damage, heavy staining, or wear and tear
  • Results that fall within normal professional cleaning standards
  • Failure to provide access at the agreed time

Approved refunds will be returned via the original payment method within 5–10 working days.

 

5. Contact Us

For cancellations, complaints, or refund requests, please contact:

Sam Hertfordshire Cleaning