The essentials
- More than 48 hours: normally free cancellation or reschedule.
- 24–48 hours: up to 50% may apply where it reflects direct loss.
- Less than 24 hours or no access: charges are limited to a fair reflection of direct loss.
Draft policy: obtain legal review before treating this page as final terms. Nothing here removes rights provided by UK law.
Fair and proportionate charges
Cancellation percentages are operating rules, not penalties. Cenlora considers costs already incurred, reserved cleaner time, whether the slot can be rebooked, and any savings.
Late cancellation and no access
A higher charge may apply within 24 hours, on the same day, or when agreed access is unavailable through no fault of Cenlora. This can include incorrect keys or codes, no authorised person present, or an unreachable customer.
If Cenlora cancels
We will contact the customer as soon as reasonably possible, offer an alternative appointment, and provide an appropriate refund where the alternative is not accepted and the service was not supplied.
Disruption and statutory rights
Serious weather, transport disruption or other events genuinely outside either party’s control will normally lead to a free reschedule. Nothing in this policy removes cancellation rights a consumer has under UK law.