Cancellation & Refund Policy

Germ Clean Ltd

Last updated: 22 October 2026

1. Introduction

At Germ Clean, we understand that circumstances can change and customers may need to reschedule or cancel cleaning appointments.

This policy explains how cancellation requests, rescheduling, refunds and related matters are handled.

It applies to cleaning services booked directly with Germ Clean Ltd, including through our website, telephone or email.

Where an independent franchisee is the contracting provider, its applicable terms will be identified before the booking is confirmed.

Nothing in this policy affects your statutory consumer rights.

2. Booking and Payment

Residential cleaning bookings require full payment in advance.

After submitting an online quotation request, customers will receive confirmation of availability and the agreed price.

A payment link will then be issued.

The booking is secured when payment has been received and final booking confirmation has been issued.

3. Rescheduling Your Cleaning Appointment

If you need to change your cleaning appointment, please contact us as soon as possible.

We will make reasonable efforts to accommodate your preferred alternative date, subject to availability.

Where we can agree a suitable rescheduled appointment, we will ordinarily transfer the booking payment to the new appointment.

If a suitable alternative cannot be agreed, the applicable cancellation arrangements will be considered.

4. Proposed Cancellation Schedule

For customer-requested cancellations outside any applicable statutory cancellation rights, Germ Clean's proposed refund schedule is:

Notice Before Appointment

Proposed Refund:

More than 48 hours - 90%

24 to 48 hours - 60%

Less than 24 hours - 10%

Notice is calculated from the scheduled appointment start time.

For example, for a cleaning appointment costing £100, the proposed refund would be £90, £60 or £10 respectively.

Important qualification: These percentages are proposed maximum deductions rather than automatic, unconditional cancellation penalties.

Any amount retained must be fair, proportionate and justified by the loss directly resulting from cancellation, taking account of costs saved and reasonable steps taken to reduce that loss.

If the justified amount is lower than the proposed deduction, the customer will receive the greater refund.

Where statutory cancellation rights apply, those rights take precedence.

5. Statutory 14-Day Cancellation Rights

Consumers who enter into qualifying cleaning service contracts online or by telephone will normally have the right to cancel within 14 days after the contract is formed.

Where that right applies and cleaning has not started, the customer will generally be entitled to a full refund.

Our contractual cancellation schedule does not override this statutory right.

6. Cleaning Within the Statutory Cancellation Period

Customers may request cleaning to begin within the 14-day statutory cancellation period.

Where required, we will obtain the customer's express request to begin early and provide the necessary information about cancellation rights.

If the customer cancels after work has started, a proportionate charge for services already supplied may apply where legally permitted.

Where the service has been fully performed following the legally required request and acknowledgement, the statutory cancellation right may cease.

We will not assume that simply selecting an early appointment removes cancellation rights.

7. Cancellations by Germ Clean

Occasionally, we may need to cancel an appointment because of unforeseen operational circumstances.

Where this occurs, we will offer an alternative appointment where reasonably possible.

If we cannot provide the agreed service and the customer does not accept an alternative, we will refund the payment for services not provided.

Customers retain any additional remedies available under applicable law.

8. Missed Appointments and Access Issues

Customers must ensure that our cleaning team can access the property at the agreed time.

Where access is unavailable, our team will make reasonable attempts to contact the customer.

Any proposed wasted-visit charge will be assessed fairly, taking account of actual costs, reasonable efforts to reduce losses and the circumstances of the appointment.

We will not automatically retain the entire booking payment.

9. Unsatisfactory Cleaning

If a customer believes the cleaning has not been completed to the agreed standard, they should contact us promptly.

We will investigate the concern and, where appropriate, arrange corrective work or another suitable remedy.

Customers retain their statutory rights to repeat performance, price reduction or other remedies where applicable.

10. Refund Processing

Approved refunds will be processed without undue delay and within applicable legal time limits.

Where a statutory service cancellation applies, refunds will ordinarily be made within 14 days of being informed of the cancellation.

Refunds will normally be returned using the original payment method unless otherwise agreed.

11. Commercial Cleaning Contracts

Commercial customers may be subject to separately agreed cancellation, notice and termination provisions.

Those arrangements will be specified in the relevant quotation or service contract.

12. How to Cancel

To request cancellation or rescheduling, contact:

Email: info@germclean.co.uk
Telephone: 0330 341 0989

Please provide:

Your full name.
Booking reference, if available.
Property address.
Scheduled appointment date.
Whether you wish to cancel or reschedule.

A clear cancellation statement is sufficient to exercise a statutory cancellation right.

13. Contact Details

Germ Clean Ltd
Ribble Saw Mill, Paley Road, Preston, PR1 8LT
Telephone: 0330 341 0989
Email: info@germclean.co.uk