Regular cleaning appointments
Regular cleaning appointments can be cancelled or rescheduled without charge when at least 48 hours’ notice is provided.
If an appointment is cancelled or rescheduled with less than 48 hours’ notice, a cancellation charge of 50% of the scheduled cleaner’s fee (the hourly rate for the booked hours) will apply. Any separate agency fee already agreed for a one-off arrangement is handled as set out under one-off appointments below.
If an appointment is cancelled with less than 24 hours’ notice, or the customer does not attend or provide access to the property, the full scheduled cleaner’s fee for that visit will be charged.
One-off cleaning appointments
One-off cleaning appointments can be cancelled or rescheduled without charge when at least 48 hours’ notice is provided.
If a one-off appointment is cancelled or rescheduled with less than 48 hours’ notice, a cancellation charge of 50% of the agency fee agreed for that booking will apply (the amount billed by RM & Zee Cleaning). The cleaner’s fee for hours not worked is not charged when the visit does not take place.
Cancellations made with less than 24 hours’ notice, or appointments missed without notice, will be charged at the full agreed agency fee for that booking. Where the cleaner has already attended or started work, the cleaner’s fee for time worked remains payable to the cleaner.
Rescheduling
We are happy to reschedule appointments where our availability allows. Please contact us as soon as possible if you need to change your appointment. A rescheduling request made with less than 48 hours’ notice will be treated as a late cancellation and the applicable charge will apply.
Minimum booking
Our minimum cleaning appointment is two hours. Where a cancellation or missed-appointment charge applies to a regular visit, the minimum charge will be based on the two-hour minimum at the agreed hourly rate, unless a higher amount was booked. For one-off bookings, late-cancellation charges are based on the agreed agency fee as set out above.
Access to your home
Customers are responsible for providing safe and reasonable access to the property at the agreed appointment time. If our cleaner arrives and cannot gain access, we will contact you using the contact details provided. If access cannot be provided within a reasonable waiting period, the appointment will be treated as a missed appointment: for regular visits the full scheduled cleaner’s fee applies; for one-off visits the full agreed agency fee applies. Any additional waiting time may also be charged where applicable.
If RM & Zee Cleaning needs to cancel
On occasions where a cleaner is unexpectedly unable to attend, RM & Zee Cleaning will contact you as soon as possible. Where possible, we will offer an alternative appointment. You will not be charged for an appointment that RM & Zee Cleaning cancels and is unable to fulfil.
Payment
Any cancellation, missed-appointment or access-related charge that applies under this policy remains payable by the customer. For clarity: the cleaner’s fee is paid to your cleaner for hours worked (or as charged on a missed regular visit); the agency fee on one-off bookings is a separate charge to RM & Zee Cleaning. Where payment has already been made, any refund due will be processed in accordance with this policy. Outstanding balances must be paid promptly and may need to be settled before the next cleaning appointment.
Exceptional circumstances
We understand that genuine emergencies and unexpected circumstances can happen. If something serious and unavoidable prevents you from keeping your appointment, please contact RM & Zee Cleaning as soon as possible. We will consider exceptional circumstances on a case-by-case basis and may waive or reduce a cancellation charge at our discretion.
Questions
If you are unsure whether a cancellation charge applies to your booking, please contact RM & Zee Cleaning before cancelling your appointment.
By booking a cleaning service with RM & Zee Cleaning, you agree to the terms of this Cancellation & Rescheduling Policy.