Cancellation and refunds

This Policy forms part of the Customer Terms. Statutory rights take priority over the platform's commercial schedule.

Before a Pro accepts

A request is not yet a cleaning contract. You may withdraw an unaccepted request without a cleaning cancellation charge. After a Pro accepts, we send the booking confirmation and the following rules apply.

Commercial cancellation schedule

There is no Klinora cancellation charge if you cancel at least 24 hours before the scheduled start or within 15 minutes after first confirmation. Otherwise, the charge is calculated from the base cleaning service subtotal:

The free cancellation exceptions and statutory protections take priority over this table. Tips and unsupplied products are excluded. The booking screen shows the applicable quote before you confirm cancellation. Any cancellation charge must be reasonable in relation to the loss caused, taking account of costs avoided and any replacement booking.

This schedule does not replace an applicable statutory cancellation right. No charge is due merely because the commercial window has closed if consumer law entitles you to cancel without it.

Statutory cancellation for distance services

For a qualifying online cleaning service contract, you normally have 14 days after the day the contract is formed to cancel without giving a reason. Tell us through the booking controls, by emailing [email protected], or by sending the model form below to 163 Pinkers Mead, Bristol, BS16 7JA, United Kingdom. A clear statement is enough; you do not have to use the form. Sending it before the deadline is sufficient.

If you expressly ask for a clean to begin during the statutory period, and we give the required information, you may owe a proportionate amount for service actually supplied before you cancel. If the service is fully performed after your express request and acknowledgement that full performance ends that right, the statutory cancellation right for that service ends. If the required request or information was not obtained, we will not impose a charge that the law prohibits. Where you exercise a statutory right to cancel a service contract, we refund any amount due without undue delay and no later than 14 days after we are informed of your cancellation. We use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

Model cancellation form

To KLINORA LIMITED, 163 Pinkers Mead, Bristol, BS16 7JA, United Kingdom, [email protected]:

I give notice that I cancel my contract for the following cleaning service.

Booking reference: ____________________

Booked on: ____________________

Customer name: ____________________

Customer address: ____________________

Signature (only if sent on paper): ____________________

Date: ____________________

Changes and attendance

At least 24 hours before a visit, you may request a new date without a cancellation charge. Inside 24 hours the Pro may accept or decline; otherwise the original booking remains unless it is cancelled or rematched. Any changed service, duration or price requires your agreement before you become committed to the change.

If the Pro cancels, you do not pay a customer cancellation charge; we may seek another suitable Pro. For customer-caused no access, the Pro must attempt contact and wait at least 15 minutes before a case is completed. If Klinora or the Pro caused the access problem, the customer no-access charge does not apply.

You may report lateness from 10 minutes after start, escalate at 15 minutes, and ask for a formal no-show review at 30 minutes if no revised arrival was accepted. A missing button event alone is not proof of non-attendance.

Partial service, quality and refunds

Where the Pro caused an early end, only the actual approved billable duration should be charged, even below the normal booking minimum. If you voluntarily end an otherwise available clean, reserved time may remain payable. Safety, quality and disputed cases receive an evidence-based review; we will not charge both full service and full cancellation compensation for the same undelivered time.

Report ordinary quality concerns through the booking, preferably within 72 hours so evidence is fresh. That window does not remove statutory rights. A remedy may include repeat performance, re-clean, credit, partial or full refund, or another fair outcome. Where you are entitled to a monetary refund, you do not have to accept account credit instead. A statutory price-reduction refund is due without undue delay and within 14 days of our agreement that you are entitled to it. Other approved monetary refunds use the original payment method unless you expressly agree otherwise; we do not charge a refund fee. Your bank or payment provider may take additional time to make the payment visible.

Each recurring clean is a separate booking. Ending a recurring plan has no separate long-term penalty, but an already confirmed near-term clean may be subject to this Policy. Contact [email protected] for help.