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Refund Policy

Last updated: 31/10/2025

This Refund & Cancellation Policy explains how cancellations, rescheduling, and refunds are handled for cleaning services booked with London Housekeeping, trading under Morgan Company London Ltd (“we”, “our”, “us”).

By booking a service through our website https://www.londonhousekeep.co.uk or directly with us, you agree to the terms below.

1. Booking Confirmation

A booking is confirmed once you receive a confirmation email or message from us.
By confirming your booking, you agree to these refund and cancellation terms.

2. Cancellation by the Customer

We understand plans can change and aim to be as flexible as possible.

  • Free Cancellation:
    You may cancel or reschedule your appointment up to 24 hours before the scheduled service start time without any charge.

  • Late Cancellation (within 24 hours):
    Cancellations made less than 24 hours before the scheduled start time may incur a cancellation fee of up to 50% of the total service cost.
    This fee helps cover the cost of staff scheduling and reserved time slots.

  • Missed Appointments:
    If our cleaners arrive and cannot gain access to your property or are unable to carry out the service for reasons beyond our control, the full service charge may apply.

3. Rescheduling

You may reschedule a booking without charge if you contact us at least 24 hours in advance.
If you reschedule within 24 hours, we reserve the right to charge a short-notice rescheduling fee (up to 25% of the service cost).

4. Cancellation by London Housekeeping

If we must cancel or reschedule a booking due to unforeseen circumstances (e.g. staff illness, safety concerns, or severe weather), we will notify you as soon as possible and offer:

  • A rescheduled appointment at no extra cost, or

  • A full refund if payment has already been made.

We will not be liable for any indirect losses or inconvenience caused by such cancellations.

5. Refund Eligibility

Refunds are available under the following conditions:

  • You cancel the booking with proper notice (see Section 2).

  • We fail to provide the agreed service without offering a suitable reschedule.

  • A prepayment or deposit was made for a service that we later cannot fulfil.

Refunds are not available once the cleaning service has been performed, except where required by law (for example, if the service was not provided with reasonable care and skill).

All refunds are issued using the original payment method within 7–10 business days after approval.

6. The 14-Day Cooling-Off Period (Online Bookings)

If you book a service online or by phone, UK consumer law gives you a 14-day “cooling-off period” to cancel for any reason — unless you ask us to begin the service before that period ends.

  • If you request your cleaning to begin within the 14 days, you agree to waive your right to a full refund once the service has started.

  • If the service has not yet begun, you can still cancel within the 14-day period for a full refund.

This right applies only to individual consumers, not to business or commercial bookings.

7. How to Request a Refund or Cancellation

To cancel, reschedule, or request a refund, please contact us as soon as possible:

London Housekeeping
Trading under: Morgan Company London Ltd
Email: [Insert Email Address]
Website: https://www.londonhousekeep.co.uk

Please include your full name, booking reference, and appointment date in your message.

8. Quality Concerns

If you are not satisfied with the quality of our cleaning, please contact us within 24 hours of the completed service.
We will review the concern fairly and, at our discretion, may offer a re-clean or partial refund where appropriate.

We assess each case individually to ensure fair outcomes.

9. Non-Refundable Services

Certain fees may be non-refundable, such as:

  • Services already completed,

  • Non-attendance due to access issues, or

  • Additional labour or materials purchased specifically for your job.

10. Policy Changes

We may update this Refund & Cancellation Policy from time to time.
The revised version will be posted on this page with the updated “Last updated” date.
Continued use of our Website or Services indicates acceptance of any updated terms.

11. Legal Compliance

This Policy is governed by the laws of England and Wales and interpreted in line with UK consumer protection regulations.
Nothing in this Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable legislation

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