Cancellation & Refund Policy

A 20% deposit of the agreed quotation is required to secure an APC booking. The remaining 80% is due after the agreed cleaning service has been completed, unless a different arrangement has been agreed in writing.

If you tell us more than 24 hours before the scheduled start time that you wish to cancel, APC will normally offer a refund of the booking deposit or allow the amount to be transferred to a rescheduled appointment, subject to any applicable statutory rights and any costs that have been expressly agreed in advance.

If you cancel less than 24 hours before the scheduled start time, the 20% booking deposit will normally be retained because APC may have reserved staff and appointment capacity that cannot reasonably be filled at short notice. This rule is subject to any cancellation or refund rights you have under applicable consumer law.

If you need to change your appointment, please contact APC as early as possible. Where more than 24 hours' notice is given, we will normally try to transfer the booking to another available date and time without treating it as a cancellation. Changes requested within 24 hours may be treated as a late cancellation where the original appointment cannot reasonably be reallocated. All replacement appointments are subject to availability.

You are responsible for ensuring our cleaning team can access the property at the agreed time. If the team cannot gain access, nobody is available to provide access, or the appointment cannot proceed for a reason within the customer's control, APC may treat the appointment as a late cancellation. Where APC has incurred additional loss because staff and time were committed to the appointment, a reasonable charge of up to 50% of the total quoted service price, including the deposit already paid, may apply. We will consider the circumstances and will not charge more than is reasonable for the loss caused.

If APC needs to cancel an appointment and we cannot provide the agreed service, you may choose to move the booking to another available appointment or receive a refund of amounts paid for the service that APC has not provided. This does not affect any other rights you may have under applicable law.

Traffic, travel disruption, previous appointments and events outside our reasonable control can occasionally cause delays. A reasonable delay will not automatically amount to a cancellation. If APC expects a significant delay, we will make reasonable efforts to contact you and, where appropriate, discuss alternative arrangements.

Consumers who book online, by telephone or away from business premises may have statutory cancellation rights. Where you specifically ask APC to begin providing services during a statutory cancellation period, we may ask you to make an express request for the service to start. If work has already begun and you then exercise a statutory right to cancel, you may be required to pay a proportionate amount for services already supplied. Nothing in this policy removes rights that cannot lawfully be excluded or restricted.

Where a refund is due, APC will normally return it using the original payment method where reasonably possible. Processing times may also depend on the payment provider or bank. Once APC's final payment provider has been selected, any provider-specific refund information will be added before launch.

We understand that genuine emergencies and exceptional circumstances can occur. APC may consider individual circumstances when applying this policy. Any discretion we exercise in one case does not automatically change the policy for future bookings.

Please contact APC using the confirmed customer-support contact details as soon as you know that an appointment needs to change. Your cancellation or rescheduling request should include enough information for us to identify your booking. APC's final telephone number and email address will be inserted here before the website goes live.