Last updated: 22 August 2026
This Cancellation Policy explains how to cancel or reschedule a confirmed OrganiCleaning Home appointment, when a cancellation charge may apply, and the additional cancellation rights available to consumers who book online or by telephone.
This policy forms part of our Booking Terms. If there is any conflict between this policy and a consumer right that cannot legally be excluded, the statutory consumer right will apply.
1. About us
OrganiCleaning Home is operated by Organicleanings Ltd, a company registered in England under company registration number 15606375.
Registered address: 15 Archer Square, London SE14 6EX, United Kingdom
Telephone: 0203 947 9739
Email: info@organicleaning.co.uk
In this policy, “OrganiCleaning”, “we”, “us” and “our” refer to Organicleanings Ltd. “You” and “your” refer to the person requesting or purchasing the cleaning service.
2. When this policy applies
This policy applies to confirmed bookings for:
- Regular domestic cleaning;
- One-off domestic cleaning;
- Airbnb and short-let cleaning-only services;
- Selected add-on cleaning services; and
- Any other cleaning service that we confirm in writing as being covered by this policy.
An Airbnb Full Management form is an enquiry only. If we later agree a Full Management service, the cancellation arrangements in the separate written proposal or service agreement will apply.
3. Booking requests that have not yet been confirmed
Submitting our online booking form creates a booking request only. A booking becomes confirmed only when a member of our team accepts it and sends you written confirmation of the date, time and agreed service.
Our confirmation email will also provide or attach a durable copy of the Booking Terms and this Cancellation Policy that you accepted, the statutory cancellation information and model cancellation form, and any express request you made for the service to begin during the 14-day cancellation period. Please keep the email for your records.
You may withdraw a booking request at any time before we confirm it, without a cancellation charge.
4. How to cancel or reschedule
Please tell us as soon as possible if you need to cancel or change an appointment. You can contact us by:
- Email: info@organicleaning.co.uk; or
- Telephone: 0203 947 9739.
Please include your name, booking reference if available, cleaning address, appointment date and the change you are requesting.
For the standard appointment cancellation rules in Section 5, notice is treated as received when it reaches our email system or is communicated to us by telephone. For your statutory 14-day cancellation right, it is sufficient that your cancellation statement is sent to the correct contact details before the cancellation period expires. We will acknowledge your request as soon as reasonably possible. We recommend using email so that you have a written record.
5. Standard cancellation and rescheduling charges
Unless a statutory cancellation right described below applies, you may cancel or reschedule free of charge if you give us at least 12 hours’ notice before the confirmed start time. If you give us less than 12 hours’ notice, a cancellation or rescheduling fee will apply as set out below:
- At least 12 hours before the confirmed start time: free cancellation or rescheduling.
- Less than 12 hours but at least 2 hours before the confirmed start time: 50% of the confirmed booking price, capped at £30.
- Less than 2 hours before the confirmed start time: 100% of the confirmed booking price, capped at £40.
- No access: 100% of the confirmed booking price may be charged, capped at £40, if our cleaner attends but cannot enter or safely begin the service because of a matter within your control.
The late-cancellation charges are intended to reflect the reduced opportunity to offer the reserved time to another customer and the costs reasonably incurred for the affected appointment. They are not intended to be a penalty and remain subject to the fair-application provisions in Section 13.
If a fee applies to rescheduling, it is charged once for the affected appointment. The replacement appointment will be priced separately in the normal way.
6. No access and unsafe conditions
You are responsible for providing accurate access instructions, working keys or entry codes, any required parking information and a reasonably safe working environment.
A no-access charge may apply if our cleaner attends at the confirmed time but cannot enter or safely begin because of circumstances within your control. Examples include:
- Incorrect or unavailable keys, entry codes or access instructions;
- No authorised person being present where their presence is required;
- Access being refused by a concierge, landlord or building manager because the necessary arrangements were not made;
- Unrestrained animals that prevent safe entry or work; or
- A serious hazard that was not disclosed before the appointment.
We will not apply a no-access charge where the failure to provide the service was caused by us or by circumstances for which it would be unfair or unlawful to charge you.
7. Recurring cleaning appointments
Where we confirm a weekly, fortnightly or other recurring service, one ongoing contract covers the scheduled visits until you or we end it. The statutory 14-day cancellation period begins when that recurring contract is formed and does not restart for each visit. The notice periods and charges above apply separately to each confirmed visit.
You may end the recurring arrangement at any time. Appointments that are at least 12 hours away will be cancelled without charge. There is no minimum commitment unless we expressly agree one with you in writing before the recurring arrangement begins.
8. Your 14-day statutory cancellation right
If you book as a consumer online or by telephone, you will normally have a legal right to cancel the service contract within 14 days without giving a reason. The cancellation period starts the day after the contract is made, which is normally the day after we send your booking confirmation.
To exercise this right, send us a clear statement that you wish to cancel before the 14-day period ends. You may use the model cancellation form at the end of this policy, but you do not have to use it.
If the service has not begun, we will not apply the standard contractual cancellation charges above where you validly exercise this statutory right.
If you paid anything in advance, we will refund any amount due without undue delay and no later than 14 days after the day on which you tell us that you are cancelling. We will normally use the same payment method unless we agree another method with you.
9. Services requested during the 14-day cancellation period
If your cleaning appointment is due to begin within the 14-day cancellation period, we will ask you separately to expressly request that the service begins during that period and to acknowledge that, if you cancel after work begins, a proportionate amount may be due and that the cancellation right is lost after the service has been fully performed.
If you cancel after the service has begun at your express request but before it is completed, you may be required to pay a proportionate amount for the service supplied up to the time you cancel.
If the service is fully performed during the cancellation period following your express request and your acknowledgement that the right will be lost, you will lose the statutory right to cancel once the service has been fully performed.
You will not be required to pay for work started during the statutory cancellation period if we failed to provide the information required by law or did not obtain your express request for the service to begin during that period.
10. Business and Airbnb bookings
Statutory consumer cancellation rights normally apply only when an individual is acting wholly or mainly outside their trade, business, craft or profession.
If you book wholly or mainly for business purposes, including operating an Airbnb or short-let business, the standard contractual rules in this policy and any separate written agreement will apply, but statutory consumer cancellation rights may not.
11. If OrganiCleaning cancels or changes the appointment
We may occasionally need to change or cancel an appointment because of circumstances genuinely outside our reasonable control that we could not reasonably have avoided, including severe weather, major transport-system disruption, emergencies, utility failures, building-access restrictions or unsafe conditions.
If we cannot attend at the confirmed time, a member of our team will contact you as soon as reasonably possible to offer a replacement appointment or the nearest available alternative.
If we cancel and cannot provide a reasonable alternative that you accept:
- You will not be charged a cancellation fee;
- You will not be charged for a service that was not provided; and
- Any payment already taken for that service will be refunded without undue delay.
Nothing in this section removes a remedy you are entitled to receive where the change or cancellation is our responsibility.
12. How charges and refunds are handled
If you provided a payment method through our secure Stripe payment step and accepted the payment authorisation, you authorise us to save that payment method and charge an applicable cancellation or no-access amount properly due under this policy. This is separate from the authority to charge the final agreed cleaning price after a completed service.
We will tell you the amount and reason for any charge. If payment authentication is required, we may send you a secure Stripe payment link.
Any refund due will normally be returned to the original payment method. Your bank or card provider may take additional time to show the refund after it has been issued.
13. Fair application of this policy
Cancellation charges will not exceed a reasonable estimate of the loss and costs directly caused by the cancellation. We will take reasonable steps to reduce our loss, including trying to reallocate the appointment where practical.
If our reasonable direct loss is lower than the stated charge, including where we are able to fill the cancelled appointment, we will reduce the charge so that it does not exceed that loss. We will not recover twice for the same loss.
We may also reduce or waive a charge in exceptional circumstances, such as a serious medical emergency or bereavement. We may ask for reasonable supporting information. Any decision to make an exception does not require us to make the same decision in a different case.
Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other rights that cannot legally be excluded.
14. Changes to this policy
We may update this policy from time to time. The version that applies to an appointment is the version provided or made available when the booking was confirmed, unless a change is required by law or you agree to the change.
15. Questions or disputes
If you believe a cancellation charge has been applied incorrectly, please contact us promptly and explain why. We will review the booking record, the notice received and the costs associated with the cancelled appointment.
Organicleanings Ltd
15 Archer Square
London SE14 6EX
United Kingdom
Email: info@organicleaning.co.uk
Telephone: 0203 947 9739
Model Cancellation Form
Complete and return this form only if you wish to cancel your contract. You may also cancel by sending us any other clear statement.
To:
Organicleanings Ltd
15 Archer Square
London SE14 6EX
United Kingdom
Email: info@organicleaning.co.uk
I/We hereby give notice that I/we cancel my/our contract for the following cleaning service:
____________________________________________________________
Booking reference: ____________________________________
Date the booking was confirmed: _________________________
Customer name: _______________________________________
Cleaning address: _____________________________________
____________________________________________________________
Customer signature: ___________________________________
Required only when this form is submitted on paper.
Date: _________________________________________________