1. Customer Cancellations
Customers may cancel or reschedule a booking free of charge with at least 24 hours' notice.
Bookings cancelled with less than 24 hours' notice may be subject to a cancellation fee.
Repeated late cancellations may result in refusal of future booking requests.
2. Rescheduling
Where possible, we will facilitate rescheduling requests subject to cleaner availability.
All rescheduled bookings remain subject to availability of independent self-employed cleaners.
3. Cleaner Availability
Cleaners introduced through Calm Home Cleaning are independent self-employed contractors.
While we aim to facilitate continuity where possible, cleaner availability cannot be guaranteed.
If a cleaner becomes unavailable, we may assist in introducing an alternative independent cleaner or offer an alternative appointment time, subject to availability.
4. Access Issues
Customers are responsible for ensuring that the cleaner has reasonable access to the property at the agreed time.
If a cleaner is unable to access the property due to circumstances outside of our control, the booking may be treated as a late cancellation and cancellation fees may apply.
5. Emergencies
We understand that genuine emergencies may occur.
At our discretion, cancellation fees may be waived or adjusted in exceptional circumstances.
6. Nature of Service
Calm Home Cleaning acts solely as a domestic cleaning introduction agency. We facilitate introductions between customers and independent self-employed cleaners and do not provide cleaning services directly.
All cleaning services are carried out by independent cleaners under separate agreements between the customer and the cleaner.