Last Updated: October 31, 2026

Westbridge Property Services Ltd (“Westbridge”, “we”, “us” or “our”) aims to provide reliable, professional and high-quality cleaning services to our customers.

This Refund and Cancellation Policy explains when customers may cancel a booking, request a refund, reschedule a service or receive a price reduction.

This policy applies to cleaning services booked directly with Westbridge through our website, telephone, email or other authorised booking channels.

1. Booking Payments

Where payment is required at the time of booking, the customer will be shown the applicable price before completing the booking.

A booking is considered confirmed when:

• the booking has been accepted by Westbridge; and
• any required payment or deposit has been successfully received.

Where a booking requires only a deposit or partial payment, the customer remains responsible for any outstanding balance stated at the time of booking.

2. Your Statutory Cancellation Rights

Where a booking is made online or otherwise constitutes a distance contract, consumers may have a statutory right to cancel within 14 days of entering into the service contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

However, there are important rules concerning services that are requested to commence during the statutory cancellation period.

If you expressly request Westbridge to begin providing the service before the end of the applicable cancellation period, you may be required to pay a proportionate amount for services supplied before you notify us of your cancellation.

Where the service has been fully performed following your express request and you acknowledged that your cancellation right would be lost once the service was fully performed, the statutory cancellation right may no longer apply.

These statutory rights operate independently of the additional cancellation arrangements set out below.

3. Cancellation by the Customer

Customers should cancel or request changes to a booking as early as possible.

Cancellation requests should be submitted through the booking system, by email or by contacting Westbridge using the contact details provided on our website.

Where our commercial cancellation terms apply, the following provisions will normally apply:

More than 48 hours before the scheduled service: 

Customers may cancel or reschedule without a cancellation charge.

Where a payment has already been made and the customer is entitled to a refund, the applicable amount will be refunded in accordance with this policy.

Between 24 and 48 hours before the scheduled service

Westbridge may apply a cancellation charge of up to 50% of the booked service price where the cancellation results in a genuine loss of an appointment slot that cannot reasonably be reallocated.

Less than 24 hours before the scheduled service

Westbridge may apply a cancellation charge of up to 80% of the booked service price.

Cancellation on the day of service

Where a customer cancels on the day of the scheduled service, or the cleaner has already travelled to the property, Westbridge may retain an amount reasonably representing costs or losses incurred as a result of the cancellation uo to the full amount for the service.

4. Rescheduling a Booking

Customers may request to reschedule a booking.

Where reasonable notice is provided, Westbridge will normally allow a booking to be moved to another available date without charge.

Repeated or late rescheduling requests may be treated in the same way as cancellations where they cause Westbridge to incur significant costs or prevent the appointment from being allocated to another customer.

Any rescheduled appointment remains subject to availability.

5. Customer Not Available / No Access

The customer is responsible for ensuring that the cleaner can reasonably access the property at the agreed time.

This includes providing:

• keys;
• access codes;
• parking information where necessary;
• alarm instructions;
• building access arrangements; and
• any other information reasonably required to gain access.

If the cleaner arrives at the agreed time but cannot gain access after making reasonable attempts to contact the customer, the booking may be treated as a missed appointment.

Westbridge may charge a reasonable amount to cover wasted staff time, travel and other costs actually incurred.

Where possible, Westbridge will attempt to contact the customer before treating the appointment as a missed appointment.

6. Late Arrival by the Customer

Where the customer is present at the property but is unable to provide access at the scheduled start time, the cleaning appointment may still end at the originally scheduled completion time.

The cleaner will not normally be required to extend the appointment beyond the booked period where the delay is caused by the customer.

Where additional time is available and the cleaner agrees to continue beyond the booked period, additional charges may apply with the customer’s agreement.

7. Cancellation by Westbridge

Westbridge reserves the right to cancel or reschedule a booking where circumstances reasonably prevent us from providing the service.

This may include:

• cleaner illness;
• emergency circumstances;
• unsafe working conditions;
• severe weather;
• lack of safe access;
• property conditions that make the booked service unsuitable;
• operational issues; or
• circumstances outside our reasonable control.

Where Westbridge cancels a prepaid booking and the customer is entitled to a refund, we will refund the amount due.

Where possible, we will first offer the customer an alternative appointment.

8. Cleaner Illness or Staff Unavailability

If the cleaner assigned to a booking becomes unavailable, Westbridge may offer:

• an alternative cleaner;
• an alternative appointment date; or
• a cancellation and refund where appropriate.

Customers will not be charged an additional amount simply because Westbridge has to substitute a cleaner.

9. Poor Quality or Incomplete Service

Westbridge wants customers to be satisfied with the service provided.

If you believe that a cleaning service has not been completed to a reasonable standard, you should contact us as soon as reasonably possible and preferably within 24 hours of completion.

Please provide:

• your booking reference;
• details of the problem;
• photographs where appropriate; and
• any other information that may help us investigate the complaint.

Where appropriate, Westbridge may offer a reasonable opportunity for the service to be corrected or repeated.

10. Re-Cleaning

Where Westbridge agrees that part of a service requires correction, we may arrange a re-clean at no additional charge.

A re-clean does not automatically entitle the customer to a cash refund where the issue can reasonably and lawfully be remedied by repeat performance.

11. Refunds for Services Not Performed

Where a customer has paid for a service that Westbridge has not provided and the customer is entitled to a refund, Westbridge will refund the appropriate amount.

Where only part of a service has been provided, the refund will normally relate to the portion of the service that was not provided, subject to the customer’s statutory rights.

12. Overpayments and Duplicate Payments

Where a customer accidentally makes:

• a duplicate payment;
• an incorrect additional payment; or
• an amount greater than the agreed service price,

Westbridge will investigate the payment and refund any amount that is confirmed to have been paid in error.

Refunds will normally be made using the original payment method where reasonably possible.

13. Deposits

Where a booking requires a deposit, the booking confirmation will state the amount of the deposit and any applicable conditions.

A deposit may be retained where this is reasonably necessary to cover a permitted cancellation charge or other legitimate loss arising from the customer’s cancellation or breach of the booking terms.

A deposit will not be retained where doing so would conflict with applicable consumer law.

14. Additional Services

If a customer requests additional cleaning services during an appointment, the additional work will normally be undertaken only after the customer has agreed to the additional price or pricing method.

Once additional services have been requested and performed, the customer remains responsible for payment, subject to applicable statutory rights.

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15. Specialised and Additional Cleaning Services

Certain services may require additional preparation, equipment, products or specialist treatment.

These may include:

• oven cleaning;
• fridge/freezer cleaning;
• post-renovation cleaning;
• sanitation and disinfection;
• heavy-soil cleaning;
• high-level cleaning; and
• other specialist services.

Where the actual condition of the property materially differs from the information supplied when the booking was made, Westbridge may contact the customer before commencing additional work.

If the customer declines a reasonable additional charge required to complete work that was not included in the original booking, the affected part of the service may not be provided.

16. Cleaning Products and Equipment

Where Westbridge provides cleaning products and equipment, the cost of these items is incorporated into the applicable service price unless otherwise stated.

Where customers request the use of specific products supplied by them, Westbridge cannot guarantee the same cleaning results where those products are unsuitable for the required task.

17. Property Conditions and Unsafe Work

Westbridge may refuse or stop work where the property presents a serious health, safety or environmental risk.

Examples may include:

• dangerous chemicals;
• exposed electrical hazards;
• significant infestations;
• bodily fluids or hazardous biological material;
• unsafe structural conditions;
• extreme accumulation of waste;
• aggressive or threatening behaviour; or
• other conditions presenting a serious risk to staff.

Where work cannot reasonably be completed because of such conditions, Westbridge will discuss the available options with the customer.

Any refund will be determined according to the circumstances and applicable law.

18. Customer Property and Valuables

Customers should secure cash, jewellery, important documents, confidential information and other valuable or sensitive possessions before the cleaner arrives.

Westbridge is not responsible for loss or damage arising from the customer’s failure to take reasonable precautions, subject always to any liability that cannot lawfully be excluded or restricted.

19. Refund Processing

Where Westbridge agrees that a refund is due, the refund will normally be made using the same payment method used for the original transaction unless another method is agreed with the customer.

Where applicable consumer legislation specifies a refund deadline, Westbridge will comply with that deadline.

Westbridge will not charge a separate administrative fee for processing a statutory refund.

20. Payment Processing Times

Although Westbridge will process an approved refund promptly, the time taken for funds to appear in the customer’s account may depend on the customer’s bank, card provider, payment processor or other financial institution.

Westbridge cannot guarantee the processing time of a third-party payment provider.

21. Refunds to Expired or Cancelled Cards

Where a refund is made to the original payment method and the associated card or account has subsequently expired or been cancelled, the payment provider will normally redirect the funds to the customer’s replacement account.

The customer should contact their card issuer if the refund does not appear within the relevant processing period.

22. Cash Payments

Where payment was made in cash and a cash refund is appropriate, Westbridge may arrange an alternative reasonable refund method with the customer.

Proof of payment may be required.

23. Promotional Offers and Discounted Services

Promotional prices, discounts, vouchers and special offers may be subject to additional conditions stated at the time of purchase.

Unless required by law, a discount or promotional benefit does not create an entitlement to a cash payment where the customer cancels a service.

Where a refund is required, the amount refunded will be calculated by reference to the actual amount paid and the applicable contractual and statutory rights.

24. Vouchers and Credits

Where Westbridge voluntarily offers a credit or voucher instead of a cash refund, the customer will be informed of the terms applicable to that credit or voucher.

Westbridge will not require a customer to accept credit instead of a cash refund where applicable law requires a monetary refund.

25. Commercial Customers

Different cancellation, payment and refund arrangements may apply to commercial customers operating under a negotiated contract, service agreement or statement of work.

Where a written commercial agreement exists, its payment and cancellation provisions will apply to the extent legally permissible.

Nothing in a commercial agreement will exclude liability or rights that cannot lawfully be excluded.

26. How to Request a Refund

To request a refund, cancellation or price adjustment, contact Westbridge Property Services using the contact details published on our website.

Please provide:

• your full name;
• booking reference;
• service address;
• booking date;
• amount paid;
• reason for the request; and
• supporting information or photographs where relevant.

We may request additional information where reasonably necessary to investigate the request.

27. Refund Investigation

Where a refund request relates to the quality or completeness of a cleaning service, Westbridge may investigate the matter before deciding the appropriate remedy.

This may include:

• reviewing booking information;
• contacting the customer;
• reviewing cleaner reports;
• reviewing photographs;
• contacting the assigned cleaner; and
• arranging an inspection or re-clean where appropriate.

We will aim to deal with complaints and refund requests fairly and within a reasonable period.

28. No Waiver of Statutory Rights

Nothing in this Refund and Cancellation Policy is intended to remove, restrict or replace any legal right or remedy available to a consumer under applicable UK law.

If any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

29. Fraudulent or Unauthorised Transactions

Where a payment appears to have been made fraudulently or without authorisation, Westbridge may investigate the transaction and may suspend processing of a refund while the matter is investigated.

This does not affect any statutory rights or rights available through the relevant payment provider or card issuer.

30. Changes to This Policy

Westbridge may update this Refund and Cancellation Policy from time to time to reflect changes in our services, booking arrangements, payment systems or applicable legal requirements.

The latest version published on our website will apply to future bookings.

31. Contact

Westbridge Property Services Ltd

Website: www.westbridgeltd.co.uk

Email: enquiry@westbridgeltd.co.uk

Westbridge Property Services Ltd aims to resolve refund and cancellation matters fairly, transparently and promptly while protecting both our customers and the sustainability of our cleaning operations.