Refund and Cancellation Policy
Couchcleanly is dedicated to providing professional and convenient fabric sofa cleaning services across the UK. We understand that customers may sometimes need to change their cleaning arrangements. This Refund and Cancellation Policy outlines the conditions for cancellation, rules for rescheduling, and the refund process for services booked via www.couchcleanly.com.
- Overview
All fabric sofa cleaning services provided by Couchcleanly are single-appointment services. As each booking involves scheduling, cleaning preparations, and the allocation of service resources, cancellation and refund requests are processed according to the following conditions.
- Cancellation and Refund Conditions
Cancellation requests made 48 hours or more before the appointment
If you cancel a confirmed sofa cleaning appointment at least 48 hours before the scheduled service time, you are eligible for a full refund (provided that no non-refundable preparation costs or related service fees have already been incurred).
Cancellation requests made within 48 hours of the appointment
If you cancel a cleaning appointment within 48 hours of the scheduled service time, we may deduct applicable preparation costs, booking arrangement fees, or related service charges. Any remaining refundable amount will be returned via the original payment method.
Customer absence or failure to provide access
If our cleaning team arrives at the agreed service location but the customer is not present, cannot provide access, or has not given prior notice of cancellation, the appointment may be treated as a “no-show.” In such cases, a full refund may not be available.
- Consumer Right to Cancel (UK Regulations)
Under applicable UK consumer protection laws, UK customers may have statutory rights regarding service agreements.
Right to Cancel
Subject to applicable regulations and depending on whether the service has commenced or been completed, customers may request to cancel their sofa cleaning service.
Service commencement before the cancellation period expires
If you request that Couchcleanly begin providing the sofa cleaning service before the applicable cancellation period expires, you acknowledge that once the service has been fully or partially completed, your right to cancel may be affected in accordance with applicable consumer regulations.
- Rescheduling Policy
If you need to change the time of your scheduled sofa cleaning, we recommend contacting Couchcleanly as soon as possible. If a rescheduling request is submitted at least 48 hours prior to the originally scheduled appointment time, we will review and arrange the new slot based on service availability.
If a request is submitted within 48 hours of the scheduled cleaning time, additional scheduling fees may apply due to factors such as preparation progress, resource availability, and existing appointment schedules.
To reschedule your appointment, please contact our customer support team:
Email: client@couchcleanly.com
- Couchcleanly Service Cancellations
In certain circumstances—including emergencies, operational difficulties, or situations beyond our reasonable control—Couchcleanly may postpone or cancel a confirmed sofa cleaning appointment.
Should such a situation arise:
We will notify you as soon as possible using the contact details provided at the time of booking.
You may choose to reschedule the cleaning for a suitable date.
Depending on the circumstances, you may be eligible for a refund.
- Refund Processing and Payment Information
Payment Processing
Approved refunds will be securely processed using the original payment method.
Processing Time
Once a refund request is approved and processed, the funds typically appear in your account within 5–10 business days. Actual processing times may vary depending on the customer’s payment service provider, card issuer, or financial institution.
Refund Currency
Refunds will be processed in the same currency used for the original payment.
- How to Request a Cancellation or Refund
To request a cancellation or refund, please contact Couchcleanly with the following service information:
Brand: Couchcleanly
Address: Caernarfon Rd, Bangor LL57 4SU, UK
Email: client@couchcleanly.com
Website: www.couchcleanly.com
Company Location: United Kingdom
Please include the following details in your request:
Customer name
Booking or service reference number
Scheduled cleaning date
Reason for the cancellation or refund request
Details of the service in question
Our customer support team will review your request and provide assistance in accordance with this policy and relevant UK regulations.