Complaints and service recovery

Tell us about a booking, payment, safety or account concern through Report a problem in the relevant booking or at [email protected]. In immediate danger, contact the emergency services first; booking messages are not an emergency channel.

What to include

Give the booking reference if you have one, the service date, what happened and the outcome you seek. Attach relevant messages or evidence through the secure route when requested. Do not send passwords, full card or bank details, or unnecessary identity documents by email.

How we review it

We may examine booking and payment records, visit events, messages and both parties' accounts. A complaint is not proof of fault. We can explain a decision, correct a record, arrange repeat performance or re-clean, offer a credit or refund, or take other proportionate action. Where you are entitled to a monetary refund, you do not have to accept account credit instead. We will respond as quickly as possible, keep you informed of material delays and explain our decision and the available next steps.

If you disagree, reply with the case reference and ask for a further internal review. Where we cannot resolve a consumer dispute after our process, we will provide the name and website of a competent alternative dispute resolution entity and say whether Klinora is obliged or willing to use it. We do not claim membership of an ombudsman or a particular ADR scheme.

This process does not restrict consumer, data-protection or court rights. Contact [email protected] or +447387222593.