DigiCleen Cancellation, Rescheduling and Refund Policy

Operated by Digisprint Ltd, trading as DigiCleen.

At DigiCleen, we understand that plans can change. Our cancellation policy is designed to give customers flexibility while protecting the time and resources committed to cleaning appointments.

1. Free cancellation

Customers may cancel or reschedule without charge when they provide:

• At least 24 hours’ notice for domestic, routine commercial and Airbnb cleaning.
• At least 48 hours’ notice for deep cleaning, end of tenancy, carpet and upholstery cleaning.

Any advance payment will be refunded in full, subject to applicable payment processing times.

2. Late cancellation charges

Where the required notice is not provided, DigiCleen may apply a reasonable cancellation charge, calculated according to the direct losses caused by the cancellation. Our normal maximum guidelines are:

• Up to 25% for cancellations within the applicable late-notice period.
• Up to 40% for specialist cleaning cancelled less than 24 hours before the appointment.
• Up to 40% for same-day cancellations or failure to provide property access.

These percentages are maximum guidelines, not automatic charges. The actual charge may be lower or zero, depending on costs incurred, avoided expenses and whether the appointment can be reassigned. No customer will be charged more than DigiCleen’s reasonable recoverable loss.

3. Free rescheduling benefit

Customers may reschedule once without an administration fee, even within the late-cancellation window, provided they contact us before the appointment and the change can reasonably be accommodated.

Any unavoidable costs already incurred because of the original appointment may still be payable, but these will be explained before confirming the change. Further changes will be handled fairly and individually.

4. Deposits

Where a booking deposit is required, it forms part of the total cleaning price. Deposits are not automatically non-refundable. If a customer cancels, DigiCleen will refund any amount exceeding its reasonable recoverable losses.

Any cancellation charge will be deducted from the deposit or advance payment already received. Customers will never be charged twice for the same loss.

5. Emergencies and exceptional circumstances

We recognise that illness, family emergencies, unexpected travel disruption and other genuine circumstances can affect bookings. Customers should contact us as soon as possible. We will consider waiving cancellation charges or offering free rescheduling, taking account of the circumstances and costs incurred.

6. Failure to provide property access

Customers must ensure that cleaners can access the property at the agreed time. If access is unavailable, our cleaners will make reasonable attempts to contact the customer and wait up to 15 minutes where practical.

If cleaning cannot proceed, a reasonable call-out or cancellation charge may apply, subject to the limits described above.

7. Recurring cleaning

Customers can cancel individual recurring appointments under the normal notice rules. They may also end an ongoing domestic cleaning arrangement without an additional contract termination fee. Any work already completed and reasonable losses from late cancellation of an imminent appointment remain payable.

Commercial contracts may contain separately agreed cancellation provisions.

8. Cancellation by DigiCleen

If DigiCleen cannot fulfil a confirmed booking, customers will be offered:

• A suitable alternative appointment at no additional charge; or
• A full refund for the cleaning service not provided.

This does not affect any additional rights customers may have under applicable law.

9. Statutory consumer cancellation rights

Customers booking online, by telephone or through other qualifying distance-selling arrangements may have a statutory 14-day cancellation right.

Where a customer expressly requests cleaning to begin during that period, the applicable legal rules concerning payment for services already supplied and loss of cancellation rights after full performance will apply.

Nothing in this policy limits customers’ statutory rights under the Consumer Contracts Regulations 2013 or Consumer Rights Act 2015.

10. Refund processing

Approved refunds will be initiated within five working days and returned to the original payment method wherever possible. The payment provider may require additional processing time.

Customers can cancel or reschedule through their DigiCleen customer portal or by contacting us. We will acknowledge requests and explain any proposed charges clearly.

Our promise: flexible bookings, fair charges and no unreasonable cancellation penalties.