Terms and conditions
Cancellation & Rescheduling Policy
Last updated: October 2026
At Royale Clean, we understand that plans can change. Our cancellation policy is designed to be fair to our customers while allowing us to manage our cleaning team, appointments and operating costs.
By making a booking with Royale Clean, you agree to the booking terms below, subject to your statutory consumer rights.
1. Cancelling a Cleaning Appointment
We ask customers to provide as much notice as possible if they need to cancel an appointment.
- 48 hours or more before your appointment: You may cancel or reschedule without a charge
- Between 24 and 48 hours before your appointment: 25% of clean price will be charged
- Less than 24 hours before your appointment: 50% of your clean price will be charged
Any cancellation charge will be proportionate to the circumstances and will not override your statutory cancellation rights.
2. Rescheduling an Appointment
Customers should contact Royale Clean as soon as possible if they wish to change their booking date or time.
We will do our best to accommodate rescheduling requests, subject to staff availability.
Where a change is requested at short notice, a reasonable charge may apply if we have incurred unavoidable costs or losses. We will explain any applicable charge before confirming the change.
3. Failure to Provide Access
Customers are responsible for ensuring that our cleaning team can safely access the property at the agreed appointment time.
If our cleaner cannot gain access because the customer is unavailable, has provided incorrect access details or has failed to arrange entry, we will attempt to contact the customer.
If the clean cannot proceed, a reasonable charge may apply to reflect the costs or losses incurred, including unavoidable staff or travel costs, where legally recoverable.
4. Customer Not Present
Customers do not necessarily need to remain at the property during the clean, provided that suitable and secure access arrangements have been agreed in advance.
Customers must ensure that any keys, entry codes or access instructions supplied are correct and that the property can be accessed safely.
5. Cancellations by Royale Clean
If Royale Clean needs to cancel or reschedule an appointment, we will notify the customer as soon as reasonably possible and offer an alternative appointment where available.
If we cannot provide the booked service, any payment for services not provided will be refunded as required by law.
6. Deposits and Advance Payments
Where a deposit or advance payment is required, the amount and applicable terms will be communicated before the booking is confirmed.
Any refund or deduction will be handled in accordance with the agreed terms and applicable consumer law. Deposits will not automatically be treated as non-refundable.
7. How to Cancel or Reschedule
To cancel or amend a booking, please contact Royale Clean using the contact details provided in your booking confirmation.
Please include your name, booking date and preferred alternative date if you wish to reschedule.
We will confirm your cancellation or rescheduling request in writing.
8. Exceptional Circumstances
We understand that emergencies and unexpected circumstances can arise. Royale Clean will consider these situations fairly and may waive a cancellation charge where appropriate.
Nothing in this policy limits any rights customers have under applicable consumer law.