Refund Policy

1. About this policy

This policy explains how IVS Cleaning Ltd handles booking cancellations, service concerns and refund requests. It should be read alongside your booking confirmation and the terms agreed for your service.

Nothing in this policy limits your statutory rights. Consumer cancellation rights and remedies apply where required by law. Business bookings are also subject to their agreed contractual terms.

2. Changing or cancelling a booking

Please give at least 48 hours’ notice if you need to cancel or rearrange an appointment. Contact us as soon as possible with your name, booking reference, service address and appointment date.

Where no statutory cancellation right applies, any cancellation charge must follow the fair terms disclosed and agreed before booking. We will explain any proposed charge and the amount of any refund.

Rearranged appointments depend on availability. Our 48-hour notice policy does not override a consumer’s applicable statutory cancellation rights.

3. Consumer cooling-off rights

For qualifying service contracts agreed online, by telephone or away from business premises, consumers generally have a 14-day cancellation period following the day the contract is made.

If you expressly request that work starts during that period and later cancel, a proportionate charge for work already supplied may apply where the legal requirements have been met.

The cancellation right is lost after full performance only where the required prior express consent and acknowledgement have been obtained.

Where a statutory cancellation refund is due, it will be made within the applicable legal deadline, normally within 14 days after we are informed of the cancellation, subject to any lawful deduction for services already supplied.

You can notify us of cancellation by email or another clear statement. Please include enough information to identify your booking.

4. If we cannot provide the service

If IVS Cleaning cannot provide the agreed service, we will contact you to discuss an alternative appointment or a refund for the part of the service not provided.

You do not have to accept a credit or replacement booking instead of a refund where you are legally entitled to your money back.

5. Reporting a cleaning concern

Please report concerns as soon as possible, preferably within 24 hours of the clean, so we can investigate promptly.

Provide your booking details, a description of the affected areas and photographs where reasonably available. Photographs help our assessment but are not an absolute condition for exercising statutory rights.

We will consider the agreed scope, the work completed and any relevant evidence. Reporting later than 24 hours does not automatically remove your statutory rights.

6. End-of-tenancy return policy

End-of-tenancy cleaning includes our 24-hour return policy for concerns about work within the agreed cleaning scope, reported within that period and with access provided for a return visit.

This is an additional service commitment. It is not a promise that every issue leads to a full refund, and it does not replace statutory remedies.

Any return visit will be arranged with you. New cleaning requirements or tasks outside the original booking scope will be discussed separately.

7. Hourly and other cleaning services

Hourly one-off and after-builders cleaning do not include the separate end-of-tenancy return guarantee. The work is assessed against the booked time, agreed priorities and applicable service terms.

The absence of an additional commercial guarantee does not remove the requirement to perform consumer services with reasonable care and skill or any remedies available by law.

Permanent damage, existing wear or an outcome outside the agreed scope will be distinguished from a failure to carry out the agreed work properly.

8. How we assess refund requests

Depending on the circumstances, a resolution may involve completing outstanding agreed work, repeat performance, a price reduction or a refund.

Where consumer law requires repeat performance, it must be provided at no extra cost, within a reasonable time and without significant inconvenience. Where the legal conditions for a price reduction are met, an appropriate reduction may include a full refund.

We will explain our assessment and any proposed resolution. A credit or goodwill offer will not be used to replace a statutory entitlement without your agreement.

9. Refund payments

Refunds will normally be returned using the original payment method, unless another method is expressly agreed without additional cost to you.

Where a refund is due following a statutory price reduction for a service, it will be issued without undue delay and within 14 days of agreement that you are entitled to it.

For other refunds, we will confirm the amount and applicable processing timeframe. Your bank or payment provider may require additional time to display the payment.

10. Requesting a review

If you disagree with our response, reply with your booking reference and explain which part you would like reviewed. Include any additional relevant information.

We will review the concern and explain the outcome. This process does not prevent you from seeking independent advice or exercising your legal rights.

11. Contact IVS Cleaning

Email: info@ivscleaning.co.uk
Telephone: 020 7101 3870
Office hours: Monday to Friday, 08:00–17:00.

For cancellations and refund enquiries, please include your booking reference, service address, appointment date and a short explanation of your request.