Refund
policy.

If you are dissatisfied with any aspect of your cleaning service, you must notify EK Premium Cleaners within 24 hours of the service being completed.

Where appropriate, we will offer to return and re-clean any missed or unsatisfactory areas at no additional cost before considering a refund.

A complimentary re-clean may be offered where:

• Areas included in the agreed service have been missed.
• The cleaning provided falls below our expected standards.
• The issue is reported within 24 hours.
• The property has not been re-cleaned, altered or significantly used after our visit.

Re-cleans will be arranged at the earliest mutually convenient opportunity.

Refunds are not automatically issued.

If, after investigating your complaint, we determine that a refund is appropriate, it may be issued as:

• A partial refund;
• A full refund (in exceptional circumstances); or
• A service credit towards a future booking.

The type and amount of any refund will be determined at the sole discretion of EK Premium Cleaners based on the circumstances.

Refunds will not be provided in the following situations:

• The requested cleaning outcome was not achievable due to permanent staining, damage, mould, limescale, wear and tear or material deterioration.
• Areas outside the agreed scope of work were expected to be cleaned.
• The customer declines or prevents us from carrying out a reasonable re-clean.
• The property has been used, altered or cleaned by another person before we have had the opportunity to inspect or rectify the issue.
• The customer was not present to provide access where required.
• Delays caused by circumstances outside our reasonable control.
• Dissatisfaction based solely on personal preference where the agreed cleaning specification has been completed.

Bookings cancelled with less than 24 hours' notice are subject to a cancellation fee of 50% of the total booking value.

This fee is non-refundable.

If our cleaner arrives at the agreed time and is unable to gain access to the property, the appointment will be treated as a late cancellation.

A charge of 50% of the booking price will apply and is non-refundable.

EK Premium Cleaners operates a zero-tolerance policy towards abusive, threatening, discriminatory or inappropriate behaviour.

If our staff are subjected to such behaviour and choose to leave the property before the service is completed:

• No refund will be issued.
• Any outstanding balance will remain payable where applicable.
• Future bookings may be refused.

If you believe damage has occurred during your cleaning service, you must notify us within 24 hours of the appointment.

We may request:

• Photographs;
• A description of the damage;
• Supporting evidence; and
• An opportunity to inspect the item or property before any repairs or replacements are arranged.

Each claim will be investigated fairly and individually.

Where a refund has been approved, it will normally be processed within 5–10 working days using the original payment method wherever possible.

Processing times may vary depending on your bank or payment provider.

To request a re-clean or discuss a refund, please contact EK Premium Cleaners within 24 hours of your appointment.

Providing photographs and a clear description of the issue will help us investigate your concern quickly and reach a fair resolution.

Our goal is to resolve any concerns professionally, promptly and fairly. In most cases, we believe the best solution is to revisit the property and correct any genuine issues, ensuring you receive the high standard of service you expect from EK Premium Cleaners.