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Cancellation policy
We understand that plans change. This policy explains how to cancel or rearrange a booking, the notice we need and how statutory cancellation rights apply.
1. Booking fee and one-off bookings
A £10 administrative booking fee applies to every confirmed booking and is shown separately before confirmation. It covers processing the booking, client communications, scheduling and reserving the appointment. If you cancel, it is normally not refunded once that administration has been performed. It will be refunded if Lovash cancels and no suitable alternative is agreed, or whenever your statutory rights require it.
| Notice before the agreed start time | Our standard charge in addition to the £10 booking fee |
|---|---|
| 48 hours or more | No additional cancellation or rescheduling charge. Any service deposit is refunded or transferred to the new date, subject to statutory rights and the booking-fee wording above. |
| 24–48 hours | Up to 25% of the agreed service price, reflecting reserved time and reasonable costs already incurred. |
| Less than 24 hours | Up to 50% of the agreed service price. |
| No access, customer unavailable or cleaner turned away | Up to 50% of the agreed service price, plus any non-refundable parking or access costs already incurred. |
We will tell you the applicable amount before collecting it. We will reduce or waive an additional charge where we avoid the loss, reallocate the appointment, or exceptional circumstances make that fair.
2. Regular cleaning
Individual visits may be cancelled or moved under the notice periods above. To end an ongoing weekly or fortnightly arrangement, please give at least 14 calendar days’ written notice. Any minimum term will be clearly agreed in writing before it applies.
3. Your statutory 14-day right
If you are a consumer and enter into a service contract online, by telephone or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason.
If you ask us expressly to begin work during that period and then cancel before the service is complete, we may charge a proportionate amount for work supplied up to cancellation. Once a service has been fully performed during the cancellation period, after your express request and acknowledgement, the statutory right to cancel that completed service may end. These rights are separate from our 48-hour booking policy and are not restricted by it.
4. If Lovash cancels
If illness, unsafe conditions, severe travel disruption or another event outside reasonable control prevents the visit, we will contact you promptly and offer a suitable replacement appointment. If we cannot agree one, we will refund the amount paid for the affected service. We are not responsible for indirect losses that could not reasonably have been anticipated.
5. How to cancel or reschedule
Email support@lovashconsultancy.com, call 07715 124815, or reply through the same messaging channel used to confirm the booking. State your name, service address, booking date and whether you wish to cancel or reschedule. Cancellation takes effect when we receive your clear request.
6. Refund timing
Approved refunds are made without undue delay and normally within 14 days, using the original payment method unless we agree otherwise. Banking processing times are outside our control.