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Policy

Cancellation & Rescheduling Policy

We understand plans change. Our policy is straightforward and fair — free cancellation with enough notice, with clear charges for late changes. No surprises.

Last updated: April 2022
Applies to: All Hello Cleaners services

By booking and using any of our services — including cleaning, moving, and handyman services — you agree to the terms outlined on this page. Please read carefully before booking.

Cancellation Policy

Free & Paid Cancellation Timeline

Cancellation charges are based on how much notice you give before your scheduled booking start time.

✓
72+ hours before
Free
Cancel at least 72 hours before the job start time — no charge whatsoever.
!
24–48 hours before
30% charge
Cancel between 48 and 24 hours before the job start — 30% of total job value charged.
!
10–24 hours before
50% charge
Cancel between 24 and 10 hours before the job — 50% of total job value charged.
✕
Less than 10 hours
100% charge
Cancel less than 10 hours before the job — 100% of total job value will be charged.

How to Cancel

How to Cancel or Reschedule Your Booking

To cancel or reschedule, please use one of the methods below. Email is our preferred method — it creates a clear written record and ensures your cancellation is processed correctly. Always make sure you give enough notice to avoid charges.

Important: Always include your full name, booking date, and reference number when cancelling. Cancellations are only confirmed once you receive a written acknowledgement from us.
Recommended
Email

Email Us

Email our team with your booking reference, name, and the date of your booking. This creates a clear written record of your cancellation request and is the best way to ensure it is processed on time.

Send us a message →

Tel

Call Us

Call our customer service team directly. Available Mon–Sun, 8am–8pm. We recommend following up any phone cancellation with an email for your records.

020 8157 7730

Web

Cancel Online

If you booked your cleaning service online through our booking portal, you can also log in and cancel or reschedule your booking directly from there.

Manage booking →

Rescheduling

Rescheduling Charges

Need to move your booking to a different date? Here are the rescheduling fees based on notice given.

Notice Given
Rescheduling Fee
2+ days (48 hours) before
Free
24–48 hours before
£25 fee
Less than 24 hours before
25% of job value
Please note: A minimum of 24 hours notice is required to reschedule any booking. Rescheduling requests made with less than 24 hours notice may not be accommodated and will incur the charges listed above.

Additional Terms

Important Notices

!
Hazardous Properties: We reserve the right to refuse service if a property is deemed hazardous or unsafe. If we are unable to carry out the service for this reason, a £100 non-refundable fee will apply to cover travel and preparation costs.
!
Incorrect Booking Details: If the customer provides incorrect booking details and our team is turned away upon arrival, a £65 fee will be charged to cover the cost of the visit.
i
Our Right to Reschedule: Hello Cleaners reserves the right to cancel or reschedule bookings in the event of staff illness, accidents, extreme weather, or other unforeseen circumstances. We will always notify you as early as possible and offer alternative dates.
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Parking, Congestion & ULEZ: Parking fees, Congestion Charges, and ULEZ charges are not included in any quoted price. These remain the Customer’s responsibility and will be charged additionally where applicable.

Questions About Our Cancellation Policy?

If you need to cancel, reschedule, or have any questions about a booking, our team is available 7 days a week to help.

Contact Us
Manage Booking

Call us: 020 8157 7730 — Mon–Sun, 8am–8pm