Effective Date: July 2026

At Pilgrim Cleaners, we understand that plans can change. This policy outlines how cancellations, rescheduling requests, and refunds are handled to ensure fairness for both our customers and our team.

1. Appointment Cancellations

Customers may cancel a scheduled cleaning appointment free of charge by providing at least 24 hours’ notice before the agreed appointment time.

Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of up to 50% of the booked service value.

Same-day cancellations or failure to provide access to the property may be charged at 100% of the scheduled service fee.

2. Rescheduling Appointments

We understand that unexpected situations arise.

Appointments may be rescheduled free of charge if at least 24 hours’ notice is provided.

Rescheduling requests made with less than 24 hours’ notice will be accommodated where possible but cannot be guaranteed.

3. Missed Appointments

If our team arrives at the agreed location and cannot gain access to the property, the appointment will be considered a missed booking.

Examples include:

• No one available to provide access.

• Incorrect address provided.

• Keys or access arrangements unavailable.

• Customer unavailable without prior notice.

In these situations, a call-out fee or the full appointment fee may apply.

4. Customer Satisfaction

Your satisfaction is important to us.

If you believe any aspect of the cleaning service has not been completed to an acceptable standard, please contact us within 24 hours of the service.

Where appropriate, Pilgrim Cleaners will arrange a return visit to address any reasonable concerns at no additional cost.

Please note that refund requests will normally only be considered after we have been given the opportunity to inspect or rectify the issue.

5. Refund Policy

Due to the nature of cleaning services, refunds are not normally issued once a service has been completed.

However, we may offer:

• A complimentary revisit.

• A partial refund.

• A full refund.

The appropriate resolution will depend on the circumstances and will be assessed on a case-by-case basis.

6. Deposits (Where Applicable)

For certain services, including large deep cleans, commercial work, or end-of-tenancy cleaning, a booking deposit may be required.

Unless otherwise agreed:

• Deposits are non-refundable if the appointment is cancelled with less than 24 hours’ notice.

• Deposits may be transferred to a new booking where sufficient notice has been provided.

7. Weather & Unforeseen Circumstances

Occasionally, severe weather, road closures, illness, or other events outside our control may affect scheduled appointments.

If this occurs, we will contact you as soon as possible to arrange an alternative appointment at the earliest convenient opportunity.

8. Changes to the Scope of Work

If the condition of the property or the requested work differs significantly from the original booking, we may:

• Adjust the quotation.

• Extend the appointment time (subject to availability).

• Recommend an alternative cleaning service.

Any changes will always be discussed and agreed with the customer before additional work is carried out.

9. Our Commitment

Pilgrim Cleaners is committed to delivering reliable, professional cleaning services with honesty, respect, and attention to detail.

We value every customer and will always aim to resolve concerns promptly, fairly, and professionally.

Contact Us

If you need to cancel, reschedule, or discuss your booking, please contact us as soon as possible.

Pilgrim Cleaners

Serving Wrexham, Chester, and surrounding areas.

📧 Email: Service@pilgrimcleaners.co.uk

📞 Telephone: +44 7768 430210

🌐 Website: https://pilgrimcleaners.co.uk

We appreciate your understanding and thank you for choosing Pilgrim Cleaners.