The short version: give us two clear days and you pay nothing. Below that, we charge for the part of the job you cancel, because by then a cleaner, a slot and often materials have already been committed to you and cannot be sold to anybody else.
| When you tell us | What you pay |
|---|---|
| 48 hours or more before the start time | Nothing. Change the date, reduce the job or cancel it — free. |
| Less than 48 hours | 50% of the value of whatever you cancel or remove. |
| On the day — under 4 hours, or once the cleaner has set off | 100% of the value of whatever you cancel or remove. |
| We cannot get into the property | £50 call-out fee. |
Charges apply to the part of the booking you change, not to the whole job. Everything below explains exactly how that is worked out.
Changing or cancelling a booking
48 hours or more before the agreed start time. Change the date, change the time, reduce the work or cancel altogether. There is no charge, no admin fee and no limit on how many times you do it. If you have already paid, you get the money back in full.
Less than 48 hours. You pay 50% of the value of whatever you cancel. If you cancel the whole job, that is 50% of the job. If you remove two appliances from a six-appliance booking, it is 50% of those two — the rest is unaffected and you pay the normal price for the work we do.
On the day. Once we are inside four hours of the start time, or once the cleaner has set off for your property — whichever happens first — the charge is 100% of whatever you cancel. At that point the slot cannot be refilled, the team is already travelling, and any materials bought specifically for your job have been bought.
Reducing a job counts the same as cancelling part of it. This is the one most people do not expect, so it is worth saying plainly. Cutting three appliances out of a booking an hour before we arrive is a cancellation of those three appliances, and it is charged as one. We are not trying to catch anybody out — we are trying to stop a cleaner driving across London for a job that has quietly shrunk to half its size on the way.
How to give notice, and when the clock stops
Tell us by phone on 07392 826909, by WhatsApp on the same number, or by email to services@whiteglovepro.co.uk. Any of the three is fine.
What counts is the moment we receive it, not the moment you send it. A voicemail at 11pm is timed at 11pm and we will honour that, but please follow it up in writing so there is a record for both of us. If you are cancelling inside 48 hours, put it in writing as well as calling — it protects you as much as it protects us.
If we cancel
Occasionally we have to: a cleaner is ill, a van breaks down, the weather makes a job unsafe. When that happens we tell you as soon as we know, offer you the earliest alternative slot we have, and there is no charge of any kind for moving it. If we cannot find a date that works for you, you get a full refund of everything you have paid, including any deposit, within five working days. We do not keep an administration fee and we do not offer credit instead of money.
If we cannot get in
You are responsible for making sure the team can get into the property at the agreed time — someone there, a key left with the agent or a neighbour, or a working door code given to us in advance. If we arrive and cannot get in, and it is not our fault, there is a £50 call-out fee and the visit is treated as a same-day cancellation.
We will always ring you first and wait a reasonable time before leaving. If something genuinely unavoidable has happened — a family emergency, a lock that has failed — talk to us. We waive this fee more often than we charge it.
When you pay
You pay after the clean, not before. We send a secure card payment link once the work is done and you are happy with it, and payment is due within seven days. We do not ask for card details over the phone and we never hold your card on file.
Where a deposit has been agreed in advance — usually only on large commercial jobs — it comes off the final price in full. If you then cancel, the deposit is treated under the notice periods above: outside 48 hours it is returned, inside 48 hours it is applied against the cancellation charge.
Refunds when something is not right
Our first answer is always to come back and fix it, because a re-clean puts you in the position you actually wanted — a clean property — and a refund does not.
- On the day. We walk the property with you before we leave, on every single job. Point at anything you want redone and we redo it there and then, at no cost.
- Within seven days, on end of tenancy cleans. If your letting agent or landlord flags something on our checklist within seven days of the clean, we come back and re-do those areas free of charge. The window is seven days rather than the industry's 48 hours because check-out inspections rarely happen the same week you move out.
- If a return visit will not solve it. Then we refund. If part of the job was not done or not done properly, we refund that part. If the clean as a whole failed to a standard we cannot defend, we refund the whole thing. We would rather give the money back than argue about it.
Refunds go back to the card or account you paid from, never as credit or vouchers unless you ask for that. We process them within five working days of agreeing the amount; card refunds then take another five to ten days to appear, which is your bank's timing rather than ours.
Two things we cannot refund: work that was completed to standard but that you changed your mind about afterwards, and problems that were never raised with us. Tell us within seven days of the visit, while we can still do something about it.
Your legal right to cancel
Because you book with us online, by phone, by WhatsApp or at your door rather than in a shop, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day right to cancel, starting the day you book. You do not have to give a reason, and it applies whether or not anything above would otherwise allow us to charge you.
There are two things you should understand about how that right interacts with a cleaning job, because most cleans happen well inside 14 days:
- If you ask us to start work inside the 14-day window — which is what you are doing whenever you book a clean for this week — and we complete that clean, the right to cancel ends at the point the work is finished. You are asked to confirm this when you book.
- If you cancel part-way through, you pay a proportionate amount for the work already done, and nothing more.
To use this right, email services@whiteglovepro.co.uk with a clear statement that you are cancelling, or copy the wording at the bottom of this page. We will refund everything you have paid, less any proportionate amount for work already carried out, within 14 days of receiving your notice.
The standard of our work
Under the Consumer Rights Act 2015 our work has to be carried out with reasonable care and skill. If it is not, you are entitled to have it put right, or to a reduction in price where putting it right is not possible or not done in a reasonable time. Nothing on this page reduces that, and nothing on this page affects your statutory rights. Where our policy is more generous than the law requires, the more generous version applies.
If we cannot agree
Email services@whiteglovepro.co.uk with what happened and what you would like us to do. We answer every complaint within two working days and aim to settle it within ten. If we still cannot agree, you are free to take the matter further, and if you paid by card your rights with your card issuer are unaffected by anything in this policy.
Cancellation notice — copy and send
You are welcome to use your own words. This wording exists so that nobody has to think about how to phrase it.
To White Glove Pro (Camyabco Ltd), services@whiteglovepro.co.uk:
I give notice that I cancel my contract for the supply of the following cleaning service:
Service booked: __________________________
Date booked: __________________________
Date of the clean: __________________________
Name: __________________________
Address: __________________________
Date of this notice: __________________________
Still have a question about a booking?
Call or message us and a person answers. We would always rather talk it through than have you guess what a clause means.