Cancellation & Refund Policy

1. Policy Scope

This Cancellation & Refund Policy applies to all residential cleaning service bookings placed with ULTIMATEPRO CLEANING SERVICES LTD across the entire United Kingdom. This policy takes immediate effect and governs all cancellation requests, refund applications and order adjustments for all paid service orders. All customers confirm full acceptance of these graded refund terms at the time of online booking and payment.

2. Graded Refund Eligibility Rules (Full & Partial Refund)

All cancellation requests are processed according to fixed graded refund ratios based on cancellation time, staff arrangement status and on-site service progress. No exceptions will be made without official written verification.

• Full 100% Refund: Customer cancels the booking more than 24 calendar hours before the scheduled service start time
• 60% Partial Refund: Customer submits cancellation request within 24 hours before the scheduled service start time, before staff dispatch
• 30% Partial Refund: Cleaning staff has been officially dispatched and arrives at the customer’s property, but no cleaning work has commenced due to customer-side cancellation
• 0% Refund (No Compensation): Service staff arrives and on-site cleaning work has partially or fully started
• Full 100% Refund: Service cannot be delivered due to company operational issues, staff shortage, official service suspension or verified invalid order review results

3. Strict Non-Refundable Situations

No refund, partial refund or compensation will be issued for the following customer-initiated situations:

• Customer fails to provide property access at the confirmed appointment time, resulting in staff waiting or service failure
• Customer voluntarily abandons service after staff scheduling and route arrangement are completed
• On-site environment contains safety hazards, excessive heavy dirt, prohibited items or unqualified working conditions that prevent service execution
• Customer provides incorrect address, wrong contact information or inaccurate booking details leading to service failure
• Unreasonable repeated cancellations that interfere with normal company service scheduling

4. Official Refund Processing & Exact Arrival Time

All valid full or partial refund applications will pass standard internal verification procedures. The official refund timeline is fixed and transparent:

• After internal approval, refund funds will be processed to the original payment channel within 7 working days
• All refund transactions will be fully completed and settled within a maximum of 14 calendar days from valid cancellation submission
• Any delays caused by third-party payment platforms or banking institutions are external factors and not classified as company processing delays

5. Cancellation Application Standards

All cancellation requests must be submitted through official company contact channels to obtain valid record and review qualification. Oral informal cancellation is not accepted and will not trigger any refund process. All refund judgments are based on official booking records, staff dispatch logs and scheduled service time data.

6. Service Adjustment Rules

Any time adjustment or order modification submitted by customers is subject to manual review and final confirmation by our admin team. Order changes cannot be guaranteed and may require re-booking depending on staff availability and schedule arrangement.

7. Liability Disclaimer

The company shall not be liable for refund disputes arising from customer failure to read policy terms, personal operational errors, or subjective dissatisfaction that does not conform to objective service standards. All graded refund ratios are pre-disclosed official rules and recognised valid after customer payment and order confirmation.

8. Policy Update Terms

This Cancellation & Refund Policy may be updated according to daily service operation requirements. Updated clauses take immediate effect once published on the official website and apply to all subsequent UK service bookings.