Refund and Cancellation Policy
Last updated: 21 October 2026
1. Your 14-day right to cancel (consumers)
If you are a consumer and you book our Services online, by phone or by message, you have the right to cancel within 14 days of the day the contract is made, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, tell us clearly (for example by email to support@cleanpros.uk or by phone on 07769 053889). Stating your name, booking details and date is helpful.
If you ask us to start the Services within the 14 days (for example a booking for next week), we will ask you to confirm this request. If you then cancel, you must pay for the part of the Services already provided up to the time you told us you were cancelling, in proportion to the full price. If the Services have been fully carried out, you lose the right to cancel once we have completed them, provided you agreed to this. Any amount due back to you will be refunded within 14 days of your cancellation, using the same payment method.
2. Changing or cancelling a booking
| When you tell us | What you pay |
|---|---|
| More than 48 hours before the booked start time | Nothing. Free rescheduling or cancellation, and any deposit is refunded. |
| Less than 48 hours before the booked start time | Up to 50% of the quoted price, because we will have reserved the time for you. |
| We cannot gain access, or you are not ready within 30 minutes of the start time | Up to 100% of the quoted price |
Charges are only made to reflect our genuine loss and are always explained to you. Your statutory rights are not affected, including under the section above.
3. If we cancel
If we need to cancel or reschedule, we will tell you as soon as possible and you may choose a new date or a full refund of anything you have paid.
4. Re-cleans, refunds and price reductions
If a clean does not meet the standard in your quote, tell us within 48 hours of completion (with photos if possible). We will first offer to re-clean the affected areas free of charge. If we are unable to put the problem right, you are entitled to a fair price reduction or a refund of the relevant part of the price. Your legal rights under the Consumer Rights Act 2015 remain unaffected.
5. How refunds are paid
Approved refunds are paid by the same method you used where possible (card refunds via Stripe, or bank transfer) within 14 days of us agreeing the refund. Card refunds may take several further days to appear, depending on your bank.
6. Pricing and payment
Our prices are quote-based and shown in pounds sterling (GBP). Your quote states the total price before you commit. See our Terms & Conditions for payment methods and timing.
7. Complaints
Email support@cleanpros.uk or write to SCORPION ELITE LTD, 154 Narborough Road, Leicester, LE3 0BW. We aim to reply within 5 working days.