Refund Policy

Last updated: 17 August 2026

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At Marvel Bespoke Services, we are committed to providing reliable, professional cleaning services and delivering a high standard of service to every customer. This Refund Policy explains how cancellations, refunds, rescheduling and service-related concerns are handled.

 

1. Booking Payments

When you make a booking with Marvel Bespoke Services, payment may be required to confirm and secure your cleaning appointment.

By completing a booking, you agree to the terms of this Refund Policy.

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2. Cancellation by the Customer

If you need to cancel your cleaning appointment, please contact us as soon as possible.

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More than 24 hours before the appointment

Where a booking is cancelled more than 24 hours before the scheduled start time, you may be eligible for a full refund of the amount paid, subject to any non-refundable third-party payment processing charges where applicable.

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Less than 24 hours before the appointment

Cancellations made less than 24 hours before the scheduled appointment may be subject to a cancellation charge.

Where a cancellation charge applies, any remaining balance will be refunded to the original payment method where applicable.

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Failure to attend or provide access

If our cleaning team arrives at the agreed property and cannot access the premises, or the customer is unavailable and no alternative access arrangements have been agreed, the booking may be treated as a late cancellation or missed appointment.

In such circumstances, a refund may not be available.

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3. Rescheduling

We understand that circumstances can change.

Where possible, customers may request to reschedule their cleaning appointment by contacting us at least 2 hours before the scheduled start time.

We will make reasonable efforts to accommodate alternative dates and times, subject to availability.

Repeated or late rescheduling requests may be treated in accordance with our cancellation policy.

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4. Satisfaction and Service Concerns

We want every customer to be satisfied with the service received.

If you believe the cleaning service has not been completed to a reasonable standard, please contact us within 24 hours of the completion of the service and explain the issue.

Where appropriate, we may offer the opportunity for the cleaning team to return and address the specific areas of concern at no additional charge.

We will assess each complaint fairly based on the service booked, the condition of the property and the circumstances of the complaint.

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5. Refunds for Unsatisfactory Services

Where we determine that a refund is appropriate because we have failed to deliver the agreed service, we may offer:

• A complimentary re-clean of the affected areas;

• A partial refund reflecting the affected portion of the service; or

• A full refund in circumstances where the agreed service was not provided.

The appropriate remedy will depend on the circumstances of each case.

We will not normally provide a refund where the customer has prevented the cleaning team from completing the agreed service, including by restricting access to areas, failing to provide agreed equipment or supplies, or materially changing the requirements of the booking after the service has commenced.

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6. Additional Cleaning Requirements

Our quoted price is based on the information provided when the booking is made.

If the property is significantly more heavily soiled, cluttered, damaged or otherwise different from the condition described at the time of booking, additional time or charges may be required.

Where reasonably possible, we will discuss any additional requirements with you before proceeding.

Additional charges agreed during the service are not normally refundable simply because the customer later decides that the additional work was not required.

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7. Cleaning Products and Equipment

Where cleaning products and equipment are supplied as an optional add-on to your booking, any applicable fee will be included in the booking price.

If the service has already been provided using the requested supplies and equipment, the associated fee will generally not be refundable.

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8. Refund Processing

Approved refunds will normally be returned using the original payment method used to make the booking.

The time taken for a refund to appear in your account may depend on your bank or payment provider.

We will initiate an approved refund within a reasonable period after the refund has been agreed.

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9. Recurring Cleaning Plans

If you are subscribed to a recurring cleaning plan, you may request cancellation or rescheduling in accordance with the terms of your plan.

Cancellation of a recurring plan does not automatically entitle you to a refund for cleaning services that have already been provided.

Where a recurring payment has been made for a future cleaning service that has not yet been provided, any refund will be considered in accordance with the applicable cancellation terms.

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10. Statutory Rights

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable UK consumer protection law.

Where applicable, customers retain their statutory rights, including rights relating to services that are not provided with reasonable care and skill.

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11. Exceptions and Exceptional Circumstances

We recognise that exceptional circumstances can occur.

Where a customer is unable to attend an appointment due to circumstances outside their reasonable control, we may, at our discretion, offer an alternative date, credit or refund depending on the circumstances.

Any such arrangement will be considered on a case-by-case basis.

 

12. How to Request a Refund or Raise a Service Concern

To request a refund or report an issue with your cleaning service, please contact us through our contact page.

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Please include:

• Your full name

• Booking reference, if applicable

• Date of the cleaning appointment

• Reason for the refund request or complaint

• Relevant photographs or supporting information, where appropriate

We will review your request and respond as soon as reasonably practicable.

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13. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes to our services, pricing, booking arrangements or legal requirements.

The latest version will always be published on our website, together with the date it was last updated.