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CLEANING CO.

Nest & Gleam Cleaning Co.

Nest & Gleam

Cancellation & Rescheduling
Policy 

Effective from: 28th August 2026
Last updated: 28th August 2026

 

At Nest & Gleam Cleaning Co., we understand that plans can change. When you book an appointment with us, we reserve a specific period of time in our diary for your property. Last-minute cancellations can make it difficult for us to offer that appointment to another customer. This Cancellation & Rescheduling Policy has therefore been created to protect both our customers and our business while remaining fair and reasonable. By confirming a booking with Nest & Gleam Cleaning Co., you agree to the terms below.

 

1. Standard Cancellation Notice

Where possible, customers should provide at least 48 hours' notice if they wish to cancel or reschedule a cleaning appointment.

Our standard cancellation arrangements are:

 

More Than 48 Hours' Notice

No cancellation charge will normally apply. Any payment made specifically for the cancelled service will normally be refunded or transferred to a new appointment, subject to the terms applicable to deposits and any reasonable costs already incurred.

 

Between 24 and 48 Hours' Notice

A cancellation charge of up to 50% of the scheduled service price may apply where we are unable to refill the reserved appointment or otherwise avoid the resulting loss.

 

Less Than 24 Hours' Notice

A cancellation charge of up to 100% of the scheduled service price may apply where the appointment cannot reasonably be filled and the cancellation results in the loss of the reserved booking.

 

Same-Day Cancellation or No-Show

Where a customer cancels on the day of the appointment, does not attend an agreed meeting or fails to provide access to the property, a charge of up to 100% of the booked service price may apply where this reasonably reflects the loss caused to Nest & Gleam. Cancellation fees will not be applied automatically where no loss has been suffered.

Where reasonably possible, Nest & Gleam will take steps to reduce any loss, including attempting to fill the cancelled appointment.

 

2. Regular Home Cleaning Appointments

Customers with weekly or fortnightly Regular Home Cleaning appointments receive a recurring time slot in our diary. If you need to cancel or rearrange a regular clean, please provide at least 48 hours' notice. The following may apply:

  • More than 48 hours' notice — normally no charge.

  • 24–48 hours' notice — up to 50% of the scheduled fee may be charged where we cannot reasonably refill the appointment.

  • Less than 24 hours' notice — up to 100% may be charged where the appointment results in a genuine loss.

  • No access/no-show — up to 100% of the booked service may be charged.

We will always try to offer an alternative appointment where availability allows, but we cannot guarantee that another appointment will be available during the same week.

 

3. Repeated Cancellations of Regular Appointments

Recurring appointments require us to reserve ongoing capacity specifically for you. Where appointments are repeatedly cancelled, postponed or skipped, Nest & Gleam may:

  • remove the permanently reserved cleaning slot;

  • move the customer to an alternative day or time;

  • change the customer from a recurring booking to ad-hoc availability;

  • require payment in advance for future appointments; or

  • end the recurring cleaning arrangement.

Where practical, we will discuss this with you before making changes.

 

4. Holidays and Planned Absences

Regular customers should let us know about holidays or other planned absences as early as possible. Where more than 48 hours' notice is provided, there will normally be no cancellation charge. If you will be away for several weeks, we cannot always guarantee that the exact same recurring appointment will remain available indefinitely. We will discuss your future schedule with you where necessary.

 

5. Deep Reset, End of Tenancy and Move-In Cleaning

Larger one-off services require significantly more diary time and may prevent us from accepting other bookings. These include:

  • Deep Reset Cleaning;

  • End of Tenancy Cleaning;

  • Move-In Cleaning;

  • large one-off cleans; and

  • other services requiring a substantial block of reserved time.

For these appointments, we ask customers to provide at least 72 hours' notice where possible.

 

More Than 72 Hours' Notice

The booking may normally be cancelled without a cancellation charge. Any deposit or advance payment will normally be returned, less any reasonable and unavoidable costs already incurred specifically for the booking.

 

Between 48 and 72 Hours' Notice

Some or all of the booking deposit may be retained where this reasonably reflects losses resulting from the cancellation. Where we are able to fill the appointment and avoid the loss, this will be taken into account.

 

Less Than 48 Hours' Notice

The booking deposit may be retained. Where the cancellation causes additional unavoidable losses greater than the deposit, a further reasonable cancellation charge may apply. Any amount retained or charged will be limited to what reasonably reflects Nest & Gleam's actual loss resulting from the cancellation.

 

Same-Day Cancellation or No Access

Where a large one-off service is cancelled on the day, or we arrive and cannot gain access to the property, up to the full agreed service price may become payable where the reserved appointment cannot be recovered and this reasonably reflects our loss.

 

6. Booking Deposits

Nest & Gleam may require a booking deposit for certain services, particularly:

  • Deep Reset Cleaning;

  • End of Tenancy Cleaning;

  • Move-In Cleaning;

  • large one-off bookings; and

  • other appointments requiring a significant amount of reserved time.

The deposit amount will be confirmed before the booking is accepted. Our standard deposit will normally be approximately 20–30% of the agreed booking value, although the amount may vary depending on the size and nature of the service. A deposit is used to secure your appointment. It is not automatically non-refundable in every circumstance. Where a booking is cancelled, any amount retained from the deposit will take account of the circumstances of the cancellation and the reasonable loss suffered by Nest & Gleam.

 

7. Moving a Booking Instead of Cancelling

We understand that sometimes you do not want to cancel your clean completely and simply need another date. Where at least 48 hours' notice is provided, we will normally allow a booking to be moved once without an additional rescheduling fee, subject to availability. For larger one-off cleans, we appreciate as much notice as possible and recommend at least 72 hours. The original deposit can normally be transferred to the new appointment.

Where a booking is repeatedly rescheduled, we may:

  • request a new deposit;

  • require payment in advance;

  • treat a further change as a cancellation; or

  • release the reserved appointment altogether.

 

8. Rescheduling Is Subject to Availability

We cannot guarantee that your preferred replacement date or time will be available. Nest & Gleam may have limited evening and weekend capacity, so customers are encouraged to contact us as soon as they know that an appointment needs to change. Where your preferred date is unavailable, we will offer suitable alternatives where possible.

 

9. Late Arrival by the Customer

Where a customer is responsible for providing access to the property, please ensure that access is available at the agreed appointment time. If access is delayed, we will attempt to contact you. Where possible, we will wait for up to approximately 15 minutes. However, because other appointments may follow, a late start may reduce the amount of cleaning time available. Where the delay is caused by the customer, the original booking price may still apply. If the delay is significant enough that we can no longer reasonably complete the service, the appointment may be treated as a late cancellation.

 

10. No Access to the Property

Customers are responsible for ensuring that Nest & Gleam can access the property at the agreed time. This includes ensuring that:

  • somebody is available to provide entry where agreed;

  • keys are available;

  • key-safe details supplied to us are correct;

  • concierge or reception staff have been informed where necessary;

  • gates or communal entrances can be accessed;

  • agreed parking arrangements are available; and

  • relevant access permissions have been obtained.

If we cannot gain access, we will attempt to contact you. If access cannot be obtained within a reasonable period, normally approximately 15 minutes, we may have to leave.

The appointment may then be treated as a late cancellation and a charge of up to the booked service price may apply where the lost appointment results in a genuine loss to Nest & Gleam.

​

11. Incorrect Access Information

Please ensure that any access instructions supplied to Nest & Gleam are accurate. Nest & Gleam will not be responsible for an appointment being missed because:

  • an incorrect key was supplied;

  • a key-safe code was incorrect;

  • a concierge refused entry;

  • an alarm system prevented access;

  • the customer failed to arrange entry; or

  • information necessary to access the property was not provided.

Any cancellation charge will be considered under the same principles as a no-access appointment.

 

12. Parking Problems

Customers should tell us in advance about any parking restrictions, permit requirements or paid parking associated with the property. Where parking was described as available but we arrive and are unable to park reasonably close to the property, we will attempt to contact you. Where possible, we will find an alternative.

Reasonable parking charges may be added to the booking where this has been agreed or is necessary to provide the service. If cleaning cannot reasonably take place because suitable parking or required access was not disclosed, the appointment may need to be rearranged or cancelled.

 

13. Utilities

Customers should ensure that the property has the utilities reasonably required for the agreed cleaning service. This may include:

  • running water;

  • hot water where required;

  • electricity; and

  • safe working lighting.

If we arrive and essential utilities are unavailable, we will assess whether the service can safely and effectively continue. Where we cannot complete the service because required utilities are unavailable and this was not disclosed beforehand, the appointment may be treated as a customer cancellation.

 

14. Property Not Ready for Cleaning

For Move-In, End of Tenancy and certain Deep Reset bookings, customers may be asked to prepare the property before we arrive. This may include:

  • removing personal belongings;

  • removing food;

  • removing rubbish;

  • emptying kitchen cupboards;

  • emptying fridges or freezers;

  • defrosting freezers where required; and

  • ensuring surfaces are reasonably accessible.

Where the property has not been prepared as agreed, we may:

  • complete what can reasonably be achieved within the booked time;

  • revise the quotation;

  • offer additional cleaning time for an additional charge;

  • rearrange the service; or

  • decline to proceed where appropriate.

This will not automatically entitle the customer to a refund where substantial cleaning time has already been reserved.

 

15. Property Condition Different From the Quotation

Our quotations for larger cleans are based on information supplied by the customer, which may include:

  • written descriptions;

  • property-condition questionnaires;

  • photographs;

  • videos; and

  • discussions with us.

If the property is significantly more heavily soiled, cluttered or otherwise different from the condition described, the original quotation may no longer be appropriate.

Where this occurs, we will attempt to discuss the situation with you before carrying out additional chargeable work. We may offer you the choice to:

  • continue at a revised price;

  • prioritise particular areas within the existing budget;

  • book additional cleaning time; or

  • cancel the service.

Where the booking cannot proceed because material information about the property's condition was withheld or significantly inaccurate, a reasonable cancellation or call-out charge may apply.

 

16. Unsafe Working Conditions

Nest & Gleam reserves the right to refuse to begin, suspend or stop a service where we reasonably believe that the working environment presents an unacceptable health or safety risk. Examples may include:

  • exposed needles or sharps;

  • drug paraphernalia;

  • human bodily fluids requiring specialist cleaning;

  • significant animal waste;

  • sewage contamination;

  • dangerous electrical conditions;

  • hazardous substances;

  • serious pest infestation;

  • aggressive animals;

  • structurally unsafe areas;

  • dangerous mould requiring specialist remediation; or

  • other conditions outside the scope of standard cleaning.

Where possible, we will explain the concern to the customer. If the condition was not disclosed when the booking was made, reasonable costs associated with the lost appointment may still be payable.

 

17. Pets

We are happy to work in homes with pets. Customers must tell us in advance where animals will be present. Where necessary for safety, pets should be secured in another room or appropriate area while cleaning is taking place. Nest & Gleam reserves the right to stop or refuse work if an animal:

  • behaves aggressively;

  • prevents safe access to parts of the property;

  • creates a risk of escape;

  • presents an uncontrolled health or safety risk; or

  • prevents us from completing the agreed service.

Where an appointment cannot proceed because an animal was not appropriately controlled, this may be treated as a customer cancellation.

 

18. Illness and Genuine Emergencies

We understand that unexpected events happen. Where a customer needs to cancel at short notice because of:

  • sudden illness;

  • medical emergency;

  • family emergency;

  • bereavement; or

  • another exceptional circumstance,

please contact us as soon as reasonably possible. Nest & Gleam may waive, reduce or transfer a cancellation charge depending on the circumstances. Any such decision will be made reasonably and on a case-by-case basis.

 

19. Infectious Illness

If anyone in the property has a contagious illness which may create an unnecessary risk to our cleaner(s), please let us know before the appointment. Where appropriate, we may agree to reschedule the clean without applying the normal cancellation arrangements. Please provide as much notice as reasonably possible.

 

20. Severe Weather and Travel Disruption

Appointments may occasionally be affected by:

  • severe weather;

  • flooding;

  • dangerous road conditions;

  • major transport disruption; or

  • other events outside either party's reasonable control.

Where travelling to the property would be unsafe or impractical, we will work with you to rearrange the appointment. Cancellation charges will not normally apply where circumstances are genuinely outside the customer's reasonable control and neither party can safely proceed.

 

21. Cancellation by Nest & Gleam

Although we will make every reasonable effort to attend confirmed appointments, circumstances may occasionally require Nest & Gleam to cancel or rearrange a service.

Examples may include:

  • illness;

  • emergency;

  • vehicle breakdown;

  • severe weather;

  • unsafe travel conditions;

  • equipment failure; or

  • circumstances outside our reasonable control.

Where this happens:

  • we will contact you as soon as reasonably possible;

  • we will offer an alternative appointment where possible; and

  • any payment relating to a service we cannot provide will be refunded where you do not wish to accept an alternative appointment.

Customers will not be charged a cancellation fee where Nest & Gleam cancels the booking.

 

22. Delays by Nest & Gleam

Cleaning work can occasionally take longer than expected because property conditions vary. If we expect to arrive significantly later than the agreed time, we will make reasonable efforts to contact you. Where a delay means that the customer can no longer reasonably accommodate the appointment, we will work with the customer to find an appropriate solution.

 

23. Refunds Following Cancellation

Where a customer is entitled to a refund following cancellation, Nest & Gleam will aim to process the refund promptly. Refund timing may depend on the original payment method and the processing times of banks or payment providers. Any amount deducted from a refund because of cancellation will be limited to reasonable losses or costs that Nest & Gleam is legally entitled to recover.

 

24. Online, Telephone and Distance Bookings

Customers who enter into certain contracts with Nest & Gleam:

  • through our website;

  • by telephone;

  • through WhatsApp;

  • through email; or

  • otherwise at a distance

may have statutory cancellation rights under UK consumer law. Where the relevant rules apply, a consumer will generally have 14 days from entering into the service contract in which to cancel it without needing to provide a reason. These statutory rights are separate from Nest & Gleam's ordinary 48-hour booking cancellation policy.

 

25. Cleaning Requested During the 14-Day Cancellation Period

Sometimes customers will want their cleaning appointment to take place before the statutory 14-day cancellation period has expired. Where this applies, Nest & Gleam may ask you to expressly request that the service begins during the cancellation period. If you make that request and then exercise your statutory cancellation right after some of the service has already been provided, you may be required to pay a reasonable proportion of the agreed price for the work completed up to the time of cancellation. Where the service has been fully performed during the cancellation period following the customer's express request and the legally required acknowledgement regarding cancellation rights, the statutory right to cancel may cease once the service has been fully performed. Nothing in this policy is intended to remove or restrict your statutory consumer rights.

 

26. Commercial Customers

Business and commercial customers may have separate cancellation terms set out in:

  • their quotation;

  • service agreement;

  • cleaning contract; or

  • other written commercial terms.

Where separate terms have been agreed with a business customer, those terms will take priority over this general policy in relation to that commercial booking.

 

27. How to Cancel or Reschedule

To cancel or rearrange your appointment, please contact Nest & Gleam as soon as possible.

You can contact us via:

Phone: 07469 186951
Email: hello@nestandgleam.co.uk

Please provide:

  • your name;

  • property postcode or booking reference;

  • date and time of the appointment; and

  • whether you would like to cancel or rearrange.

We will confirm your cancellation or new appointment once your request has been processed. Simply sending a message does not necessarily mean a new date has been reserved until we confirm it.

 

28. When Notice Is Counted

Cancellation notice will normally be calculated from the time Nest & Gleam receives your cancellation request through one of our accepted contact methods.

For example: If your appointment begins at 10:00am on Saturday, at least 48 hours' notice would normally mean cancelling before 10:00am on Thursday.

 

29. Changes to This Policy

Nest & Gleam may update this Cancellation & Rescheduling Policy from time to time. The latest version will be made available on our website. Where a significant change affects an existing recurring customer arrangement, we will take reasonable steps to bring the change to the customer's attention. The policy that applied when a particular booking was confirmed will normally govern that booking unless otherwise agreed or required by law.

 

30. Questions About Our Cancellation Policy

If anything in this policy is unclear, please contact us before confirming your booking.

We want our cancellation arrangements to be transparent and fair to both our customers and our business.

Nest & Gleam Cleaning Co.

Website: www.nestandgleam.co.uk
Email: hello@nestandgleam.co.uk
Location: Colchester, Essex

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