1. Introduction
This Return & Refund Policy outlines how ShinyNest handles cancellations, service issues, and refund requests. We strive to provide reliable and consistent cleaning services, and we aim to resolve all concerns transparently. Our policy is built around fairness, clarity, and compliance with UK consumer protection standards. If you are not satisfied with a completed service, we encourage you to contact us directly so we can address the issue promptly.
2. Service Nature
Our services are non-tangible and time-based, which means they cannot be physically returned. Once a service has been completed, it is considered delivered. However, if the result does not meet the agreed scope or expectations, we will take steps to correct the issue as outlined in this policy. We encourage clients to be present at the end of a cleaning session or to review the property promptly after service is delivered.
3. Booking Changes
Clients may modify or cancel a scheduled booking by giving at least 24 hours’ notice. Cancellations or significant changes within less than 24 hours may result in a rescheduling charge. Changes made with proper notice are processed without penalty. We do our best to accommodate rescheduling based on team availability. Please notify us promptly to allow flexibility and avoid conflicts in scheduling.
4. Missed Appointments
If our team arrives at the scheduled time and cannot access the property due to incorrect information or client absence, the visit may be marked as completed. In such cases, a partial or full charge may apply to compensate for travel and staffing costs. We will always attempt to contact the client before finalising this status. Open communication helps avoid such situations.
5. Dissatisfaction with Service
If you are not satisfied with the quality of the cleaning, please notify us within 24 hours. We will review the situation and, where appropriate, offer a free re-clean of specific areas. The re-clean must be scheduled within 3 days of the original service. This resolution is offered in place of a monetary refund. We do not issue refunds for minor variations or differences in individual expectations, unless the result clearly deviates from the agreed scope.
6. Refund Eligibility
Refunds may be considered only in cases where the service was not delivered as agreed and a re-clean is not possible or appropriate. Each case will be assessed individually. Approved refunds are processed through the original payment method within 7–10 working days. No refund will be granted for services already delivered if the complaint is made after 24 hours or without reasonable cause.
7. Payment Disputes
If you notice an incorrect charge, please contact us immediately. We will investigate and correct any billing issues promptly. Clients are encouraged not to initiate chargebacks without prior communication. Most issues can be resolved quickly through direct conversation.
8. Service Limitations
We may decline a refund if the service could not be completed due to circumstances outside our control — such as unsafe conditions, limited access, or unexpected obstructions. We do not guarantee outcomes on materials or surfaces not suited for conventional cleaning. Clear expectations at booking help us avoid such situations.
9. Policy Changes
We reserve the right to update this policy based on legal changes or operational needs. Any updates will be posted on this page. By continuing to use our services, you agree to the current version of this policy.
10. Contact Us
If you have any questions regarding this Return & Refund Policy or wish to raise a concern, please contact us at:
📍 5-6 Park Cl, London SW1X 7PQ, United Kingdom
📞 +44 20 3905 1891