Last updated: 5th September 2025

We understand you may need to cancel your booking with us. We aim to be fair to both our customers and our team. This Cancellation Policy sets out how cancellations and rescheduling are handled.

1. Cancelling or Rescheduling a Booking

  • 4 hours notice required: To cancel or reschedule a booking without charge, please give us at least 4 hours notice.

  • Less than 4 hours notice: Cancellations made with less than 4 hours notice may incur a fee of 20%.

  • No-shows: If our team arrives at your property and is unable to gain access or the appointment is missed, we will attempt to contact you with the details you provide us. If we gain access and lateness occurs, we will attempt to provide you with the full time required for the service, however this is subject to the availability of our team member assigned to your booking and is not a guarantee. For example, if your service requires 2.5 hours and is scheduled for 2pm, but access isn’t granted until 2:15pm, 15 minutes may be taken off your 2.5 hour service.

2. How to Cancel

To cancel or reschedule, please contact us by:

  • WhatsApp: +44 7933 266 578

  • Email: contact@ambrose-group.co.uk

Cancellations are only confirmed once you receive a reply from us.

3. Cancellations by Ambrose Cleaning Group LLP

In the rare event that we need to cancel or reschedule a booking (e.g., staff illness, unforeseen circumstances), we will notify you as soon as possible and offer an alternative appointment at no additional cost.

4. Repeated Cancellations

Clients with repeated last-minute cancellations may be rejected from any future bookings with Ambrose Cleaning Group.

 

Refund Policy

Last updated: 5th September 2025

Our Refund Policy explains when and how refunds may be issued.

1. Refunds for Cancellations

  • 4 hours notice or more: If you cancel a booking with at least 4 hours notice and have already made a payment, you will receive a full refund.

  • Less than 4 hours notice: If you cancel with less than 4 hours notice, a cancellation fee may apply (see our Cancellation Policy). The remaining balance, if any, will be refunded.

  • No-shows: If our team arrives and is unable to gain access to the property after attempting to contact you, no refund will be issued.

2. Service Issues

Customer satisfaction is our main priority. If you are unhappy with a service:

  • Please contact us within 24 hours of the clean.

  • We will first offer to revisit and put things right.

  • If we are unable to resolve the issue, a partial or full refund may be considered at our discretion.

3. Non-Refundable Payments

Certain payments may be non-refundable, including:

  • Deposits (where stated at the time of booking).

  • Late cancellation fees.

4. How Refunds Are Issued

  • Refunds will be processed back to the original payment method.

  • Please allow up to 7–10 working days for the refund to appear, depending on your bank or payment provider.

5. Contact Us

For all refund requests, please contact us at:

  • Email: contact@ambrose-group.co.uk

  • Phone: +44 7933266578