Refund & Cancellation Policy

1. Cancellation by You

The following terms apply when you wish to cancel a confirmed booking:

• More than 48 hours before the scheduled appointment: Full refund of any deposit paid. No charge applies.
• 24 to 48 hours before the scheduled appointment: 50% of any deposit paid will be retained to cover scheduling and preparation costs.
• Less than 24 hours before the scheduled appointment: The full deposit is non-refundable. For bookings with no deposit taken, a cancellation fee of up to 25% of the agreed quote value may be applied.
• After work has commenced: You will be charged for all work completed to that point, calculated on a pro-rata basis against the agreed quote value.

All cancellations must be made in writing by email to [email protected] or by phone on +44 7474 778 912. The time of receipt of your cancellation notice determines which tier applies.

2. Rescheduling

You may reschedule your appointment free of charge provided you give at least 48 hours' notice before the scheduled start time. We will confirm the new date subject to availability.

Rescheduling requests made with less than 48 hours' notice will be treated as a late cancellation and the relevant cancellation charges above will apply.

We will accommodate one free reschedule per booking. Subsequent rescheduling requests may be subject to an admin fee of £25.

3. Cancellation by Us

We reserve the right to cancel or reschedule a booking in the following circumstances:

• Adverse or dangerous weather conditions that make it unsafe or impractical to carry out the work
• Unsafe site conditions discovered on arrival
• Equipment failure or breakdown
• Staff illness or emergency

In these cases, we will contact you as soon as possible and offer either the next available appointment at no additional cost, or a full refund of any deposit paid. We will not be liable for any additional costs, losses, or inconvenience caused by such cancellations.

4. Refund Eligibility — Quality of Work

We take pride in the standard of our work. If you are dissatisfied with the outcome of a completed service:

• Please notify us in writing within 48 hours of job completion, describing the concern and providing photographs where possible.
• We will attend the property within a reasonable timeframe to assess the issue at no charge.
• Where the concern is valid and within the scope of the original service, we will remedy it at no additional cost.
• If a satisfactory remedy cannot be achieved, a partial or full refund may be offered at our reasonable discretion, based on the proportion of work found to be below standard.

We do not offer refunds for completed work where the service was carried out to a reasonable standard, or where dissatisfaction relates to factors outside our control (such as pre-existing damage, weathering, or staining that was not treatable under the agreed service).

5. How to Request a Refund or Raise a Complaint

To request a refund or raise a complaint, please contact us using the details below. We ask that you include:

• Your full name and contact details
• The date of the booking or service
• A description of the issue
• Any supporting photographs

We will acknowledge your request within 2 working days and aim to resolve the matter within 10 working days.

6. Refund Processing Time

Approved refunds will be returned via the original payment method within 5 to 10 working days of the refund being authorised. Processing times may vary depending on your bank or card provider.

7. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

8. Contact Us

For any questions about this policy, cancellations, or refund requests:

• Email: [email protected]
• Phone: +44 7474 778 912
• Post: Frys Commercial and Residential Cleaning Ltd, 6 Dorchester Road, Billericay, England, CM12 0YW