Refund & Service Policy

Effective Date: 1 May 2026
Business Name: Marlowe Cleaners

This Refund & Service Policy outlines the terms under which Marlowe Cleaners ("we", "us", or "our") provides services, handles amendments, cancellations, and refunds. By booking with us, you agree to the terms below.

1. Service Scope & Expectations

We offer different levels of cleaning services (e.g. standard clean, deep clean, end of tenancy clean). Each service is clearly defined at the time of booking.

Customers should understand that:

• A standard clean is not equivalent to a deep clean

• The level of cleaning delivered corresponds to the service selected and paid for

Requests beyond the agreed service scope may not be completed unless additional fees are agreed.

2. On-the-Day Service & Amendments

We encourage all customers to:

• Be present at the end of the clean where possible

• Conduct a walkthrough inspection with the cleaner

If you are not satisfied:

• You must raise any concerns before the cleaner leaves the property

• The cleaner will be given the opportunity to address and rectify any reasonable issues within the agreed service scope

Once the cleaner has left and no issues have been raised, the service will be considered accepted and completed.

3. Missed Areas or Service Concerns

If any areas have been unintentionally missed within the agreed service:

• You must notify us within 24 hours of the service completion

• We may offer a revisit or partial resolution where appropriate

Refunds will not be issued where:

• The issue falls outside the scope of the booked service

• The condition of the property required a higher-tier service than booked

• The issue could have been resolved during the initial visit but was not raised

4. No-Show Policy (Cleaner Fault)

If a cleaner fails to attend a confirmed booking due to our fault:

• You will receive a full refund, or

• You may choose to reschedule at no additional cost

5. Access Issues (Customer Fault)

If a cleaner arrives at the scheduled time but is unable to access the property due to reasons outside of our control (including but not limited to incorrect details, no response, or no entry provided):

• A £50 call-out fee will be charged

• Any remaining balance will be refunded

This fee covers the reserved time slot and the cleaner’s time.

6. Cancellations & Rescheduling

• Cancellations made more than 48 hours before the booking:
  → Full refund or free reschedule

• Cancellations made within 48 hours of the booking:
  → Subject to a £50 cancellation fee

• Same-day cancellations or last-minute changes may be treated as a late cancellation

7. Payments & Refund Processing

• Refunds will be processed using the original payment method

• Please allow 3–10 working days for the refund to appear, depending on your provider

8. Condition of Property

Customers are responsible for accurately describing the condition of the property when booking.

If a property is significantly more soiled or requires more time than originally indicated:

• We reserve the right to adjust the service, charge additional fees, or reschedule

9. Fair Use & Conduct

We reserve the right to refuse service or decline refunds where:

• There is misuse of the complaints process

• Unreasonable demands are made outside the agreed service

• Cleaners are treated inappropriately or unsafely

10. Our Commitment

We aim to deliver a high-quality, reliable service every time.
This policy is designed to ensure fairness for:

• Our customers

• Our cleaners

• Our business operations

By booking a service with Marlowe Cleaners, you acknowledge and agree to this Refund & Service Policy.