Cancellation Policy

You can stop at any time. There's no notice period and no fee.

Tell us however suits you:

• WhatsApp 020 3370 4040
• Phone 020 3370 4040
• Email info@cleano.services

We'll confirm by email within one working day.

If you cancel more than 2 working days before your next clean, that clean won't happen and you won't be charged for it.

If you cancel less than 2 working days before, we may already have built the round and planned the van, so that clean goes ahead and is charged as normal. It's your last one — nothing is charged after it.

We charge after each clean, never before, and only for the bins we actually cleaned. There's no subscription payment to get back, no balance to refund and nothing to claim. If a bin wasn't out and we couldn't reach it, it isn't charged.

If you booked online and have changed your mind, you have a legal right to cancel within 14 days of booking, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Just tell us — no reason needed.

If you asked us to start cleaning inside those 14 days and we've already been, we'll charge for the cleans we've done. Nothing more.

You don't have to cancel to skip a clean.

Message the office at least 2 working days before — WhatsApp, phone or email, whichever is easiest. We'll skip that visit and pick up as normal next time. A skipped visit is never charged.

If you're away for longer, tell us the dates and we'll pause you for as long as you need.

If we miss you, or you're not happy with a clean, tell us within 7 days. We'll come back and do it again at no charge, or refund that clean — whichever you'd rather.

Refunds go back to the card we charged, usually within 5 working days.

For a charge you don't recognise, or a duplicate payment, see our Refund policy.

Cards expire and banks decline things. If a payment doesn't go through, we'll let you know and try again. Nothing is added for a failed payment.

If we can't collect for two cleans in a row, we'll get in touch, and we may pause your cleaning rather than keep turning up. As soon as the card is sorted, we start again.

We'll tell you at least 30 days before any price change, by email and by text. If you'd rather stop, cancel before it takes effect and the old price stands for every clean up to then.

We might have to stop cleaning at an address — a round changes, or we can't get safe access to the bins. If so we'll give you at least 30 days' notice and charge nothing further.

We may stop sooner if we can't get to the bins repeatedly, if payment keeps failing, or if our staff are treated abusively.

Cleano Ltd
14 Olinda Road, London, England, N16 6TL
020 3370 4040 · info@cleano.services

Last updated: 22 September 2026