Refund & Cancellation Policy

1. Cancellations by the Client

We understand that circumstances can change. We ask for as much advance notice as possible to allow us to manage our team's schedule fairly. Our cancellation terms are as follows:

Cancellation fees reflect the cost of staff time already committed and any travel or preparation costs incurred. We will always communicate the applicable fee clearly before taking payment.

For regular service agreements, cancellation terms specific to that arrangement will be outlined in the service agreement provided at the time of booking.

2. Cancellations by MB Cleaning Squad

Occasionally we may need to cancel or reschedule a visit due to staff illness, equipment issues, or other circumstances beyond our control. In such cases:

• We will contact you as soon as possible
• We will offer you an alternative date and time
• If we are unable to provide the service and you have prepaid, a full refund will be issued

We do not charge cancellation fees when we are the party cancelling.

3. Service Quality Concerns

If you are not satisfied with the standard of a clean, we ask that you contact us within 24 hours of the service being completed. We take complaints seriously and will investigate every concern raised.

Depending on the nature of the issue, we may offer one of the following resolutions:

• Return visit: We will send a team member back to address the specific areas of concern at no additional charge. This is our preferred and most common approach, as it allows us to resolve the issue directly.
• Partial refund: Where a return visit is not feasible or practical, we may offer a partial refund representing the portion of the service that fell below the expected standard.
• Full refund: In cases where the service was significantly below the agreed scope and a return visit is declined or not possible, a full refund may be offered at our discretion.

Concerns raised more than 24 hours after the service may be more difficult to investigate and resolve, as it becomes harder to establish what occurred during the visit. We still encourage you to contact us and we will do our best to find a fair outcome.

4. What Is Not Covered

Refunds will not be issued in the following circumstances:

• The service was completed as agreed but you changed your mind after the fact
• Results were affected by factors outside our control (e.g. deeply ingrained stains, deteriorated surfaces, pre-existing damage)
• You were not present to identify concerns at the time of the clean and did not contact us within 24 hours
• The concern relates to areas or tasks outside the agreed scope of the booking
• You provided inaccurate information about the property or conditions that affected the service outcome

5. How to Request a Refund or Raise a Concern

To raise a concern or request a refund, please contact us as soon as possible using one of the following methods:

• Email: [email protected]
• Phone: +44 078 6767 7263

Please include your name, the date and address of the service, and a description of the issue. Where relevant, photographs are helpful in helping us understand and resolve the matter.

We aim to respond to all concerns within 2 business days.

6. Refund Processing

Where a refund is agreed, we will process it within 5–10 business days. Refunds will be returned via the same payment method used at the time of booking, where possible. If a different method is required, we will discuss this with you.

7. Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015. If you believe a service was carried out with insufficient care or skill, you may be entitled to request a repeat performance or a price reduction.

8. Changes to This Policy

We may update this policy from time to time. The current version will always be published on this page. The version that applies to your booking is the one in effect at the time the booking was confirmed.