Cancellation and access policy
Free to cancel or reschedule up to 48 hours before; after that a share of the price is charged, because the cleaner's time is already booked. This matches common London practice and keeps charges tied to our actual loss, as UK consumer law expects.
Cancelling or rescheduling
| Notice before the clean | Domestic and end of tenancy | Airbnb turnovers |
|---|---|---|
| 48 hours or more | Free | Free |
| 24 to 48 hours | 50% of the price | Free |
| Under 24 hours | 100% of the price | 50% of the price |
| Lockout (see below) | 100% of the price | 100% of the price |
- Reschedule free once per booking with 48 hours’ notice, subject to availability
- Turnovers move with guest bookings, which is why they get more flexibility
- If we cancel or can’t attend, there’s no charge and we’ll offer the next available slot first
Access
- Someone home, key safe or lockbox: give us the code or details when you book
- Keys held by Sanctum: for regular clients only. Keys are logged, tagged with a code (never an address) and stored securely
- Lost keys: if we lose a key, we pay for replacement keys or locks
- Lockout: if the cleaner can’t get in, they’ll call you and wait 30 minutes. After that the visit is charged as a lockout
- Parking: central London parking or permit costs are added at cost, or provide a permit
Before we arrive
- Hot water and electricity on
- Pets secured, and anything fragile or valuable put away or flagged
- Tell us about anything unusual: building access, alarms, concierge
When we can’t clean
Our cleaners can stop or decline a job if conditions are unsafe: pests, bodily fluids, mould, hazardous waste, or heavy clutter beyond a normal clean. We’ll quote for a specialist clean instead. If we have to leave for these reasons, the visit is charged as a lockout.
Re-clean guarantee
Tell us within 48 hours of the clean, with photos, and we’ll come back to fix the areas missed, free. For end of tenancy, that includes anything your agent or inventory clerk flags on items we cleaned. A re-clean is offered instead of a refund.