Cancellation & Refund Policy

Last updated: May 2026

1. Cancelling a booking

• More than 48 hours’ notice — cancel free of charge, with a full refund of anything paid.
• 24 to 48 hours’ notice — a 50% cancellation fee applies, because the slot and cleaner were reserved for you.
• Less than 24 hours’ notice, or no access on the day — the full price is charged, as the cleaner has set the time aside and travelled.

2. Rescheduling

You can reschedule free of charge with more than 24 hours’ notice. Within 24 hours, rescheduling is treated as a late cancellation under section 1 where we cannot re-fill the slot.

3. If we cancel

If we ever have to cancel (for example, a cleaner falls ill at short notice), we will tell you as soon as possible and offer the earliest alternative slot or a full refund. We will not leave you without an answer.

4. Quality guarantee — 24-hour re-clean

If any part of your clean falls below standard, contact us within 24 hours with photos. We will return to put it right at no extra cost, or offer a fair partial refund where a return visit is not practical.

5. End-of-tenancy guarantee

For end-of-tenancy cleans, if your landlord or letting agent raises a specific cleaning issue within 48 hours of the clean, we will return to address it free of charge, subject to the property being in the same condition (no new occupation or works).

6. How refunds are made

Approved refunds are returned to your original payment method, normally within 5–10 business days. All refunds are handled by moppop directly — never in cash by a cleaner.

7. Your consumer rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

8. How to cancel or claim

Message us on WhatsApp (07405 263073) or email hello@moppop.co.uk with your name and booking details. The sooner you tell us, the more we can do.

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