Cancellation and Rescheduling Policy

1. Cancellation by Customer

1.1 Free Cancellation (24+ Hours Notice)

Example: Service booked for Friday at 10am. Cancel by Thursday 10am or earlier = Full refund.

1.2 Late Cancellation (Less Than 24 Hours)

Example: Service booked for Friday at 10am. Cancel after Thursday 10am = 50% charge, 50% refund.

Why this fee? With less than 24 hours notice, we've already:

• Reserved and scheduled our team specifically for your slot
• Turned away other potential customers for that time
• Prepared equipment and supplies for your service
• Lost the opportunity to fill that slot with another booking

1.3 No-Show / Access Failure

This applies when:

• No one is present to provide access when required
• Incorrect keys or access codes were provided
• The property is unsafe, inaccessible, or locked
• You don't respond to our contact attempts on the day
• Access is denied or refused on arrival

Why this fee? Our team has travelled to your property, prepared for the service, and cannot complete the work through no fault of their own. The £50 wasted journey fee covers fuel, time, and lost opportunity costs.

2. Rescheduling Your Appointment

2.1 Free Rescheduling (24+ Hours Notice)

2.2 Late Rescheduling (Less Than 24 Hours)

If you request rescheduling with less than 24 hours notice, the same cancellation policy applies:

• Less than 24 hours: 50% charge applies, but we'll reschedule the remaining 50% credit

Tip: Plan ahead! Reschedule 24+ hours in advance and pay nothing.

3. Cancellation by Oaney

3.1 When We Cancel

In rare cases, we may need to cancel your booking due to:

• Staff illness or emergency
• Equipment failure that prevents safe service delivery
• Severe weather conditions making travel unsafe
• Unforeseen circumstances beyond our control

3.2 What You'll Receive

If we cancel your booking, you will receive:

• Full refund within 5-7 working days
• Priority rescheduling at a time convenient for you
• Our sincere apologies for the inconvenience

3.3 Property Condition Issues

We reserve the right to cancel or refuse service if:

• The property condition significantly differs from what was described during booking
• Health and safety risks are present (pest infestation, hazardous materials, structural issues)
• The scope of work is beyond our capabilities or equipment
• The property is in an unsafe or unfit condition for cleaning

In these cases, we will discuss options with you. If we cannot proceed safely, you will receive a full refund.

4. Refund Process

4.1 How Refunds Work

All refunds are processed back to the original payment method used for booking:

• Credit/Debit Card: 5-10 working days
• Bank Transfer: 3-5 working days (if applicable)

Note: Refund processing times depend on your bank and are outside our control once we've initiated the refund on our end.

4.2 Refund Confirmation

You will receive an email confirmation when:

• Your cancellation is processed
• The refund is initiated
• The refund amount and expected arrival date

5. How to Cancel or Reschedule

5.1 Cancellation Methods

You can cancel or reschedule your booking through:

• Online: Track your booking at oaney.com/booking/track and manage it there
• Email/Contact Form: Use our website contact form
• Phone: Call us during business hours (9am-6pm, Monday-Friday)

5.2 Confirmation

You will receive email confirmation of your cancellation or rescheduling within 2 hours during business hours. This email will include:

• Cancellation reference number
• Any charges applied (if cancelling within 24 hours)
• Refund amount and expected processing time
• New booking details (if rescheduling)

6. Special Circumstances

6.1 Emergencies and Exceptional Cases

We understand that genuine emergencies happen. If you need to cancel due to:

• Serious illness or hospitalization
• Bereavement or family emergency
• Emergency property issues (flood, fire, break-in)
• Other exceptional circumstances beyond your control

Please contact us as soon as possible. We will consider each case sympathetically and may waive or reduce cancellation charges at our discretion. We're human and understand that life happens.

6.2 Weather-Related Cancellations

For exterior services (window cleaning, grounds maintenance):

• If severe weather is forecast, we may proactively reschedule at no charge
• You can request rescheduling for weather concerns up to 24 hours before (no fee)
• If we arrive but cannot safely complete work due to weather, no charge applies

7. Your Consumer Rights

7.1 Consumer Contracts Regulations 2013

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have a 14-day cooling-off period for services booked remotely (online, phone, etc.).

However, by confirming your booking and making payment, you expressly request that we begin service preparations immediately (scheduling staff, reserving time slots, ordering supplies). This means you waive your statutory 14-day cancellation right in favor of our 24-hour policy.

Why is this fair? Our 24-hour policy is actually more generous than many cleaning companies (some require 48-72 hours). It gives you flexibility while protecting our business from last-minute losses.

7.2 Your Statutory Rights

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If we fail to provide services with reasonable care and skill, you have the right to:

• Require us to re-perform the service (free of charge)
• Receive a price reduction
• Obtain a full refund (where re-performance is not possible)

8. Contact Us

If you have questions about this cancellation policy or need to cancel/reschedule:

• Website: oaney.com
• Track Booking: oaney.com/booking/track
• Contact Form: oaney.com/contact

We aim to respond to all cancellation requests within 2 hours during business hours (9am-6pm, Monday-Friday).