Last updated: 24/09/2025

 

1. Cancellations by the Customer

 

Bookings cancelled more than 24 hours before the scheduled appointment will not incur a fee.

 

Bookings cancelled less than 24 hours before the appointment may be subject to a cancellation fee of up to 50% of the service cost.

 

If our cleaners cannot access the property at the agreed time (e.g., locked doors, no one present), the full service fee or a call-out charge may apply.

 

 

2. Rescheduling

 

You may reschedule your booking free of charge if you provide at least 24 hours’ notice.

 

Short-notice rescheduling (under 24 hours) may incur a fee, depending on availability.

 

 

3. Refunds

 

Refunds will only be issued if:

• The service was paid in advance and cancelled according to the cancellation terms.

• We fail to provide the agreed service due to reasons within our control.

 

Refunds will be processed within 5–10 working days to the original payment method.

 

 

4. Dissatisfaction with Service

 

If you are not satisfied with the service provided, you must notify us within 24 hours of completion.

 

We will arrange a re-clean of the affected areas at no additional cost. Refunds are not normally given for dissatisfaction unless a re-clean is not possible.

 

 

5. Cancellations by Diamond Touch Cleaning Ltd

 

In rare cases (e.g., staff illness, emergencies), we may cancel or reschedule a booking.

 

In such cases, you will be offered either a rescheduled appointment or a full refund of any pre-paid fees.