Cancellation & Complaints Policy

Effective date: 5 August 2026

At Dynamic SW Cleaning Ltd, we are committed to providing a reliable, professional and high-quality cleaning service. This policy explains our approach to cancellations, rescheduling and handling customer complaints.

1. Cancellation policy

1.1 Customer cancellations

We understand that circumstances can change. However, appointments are reserved specifically for each customer, and our team schedules time, travel and resources around confirmed bookings. To cancel or reschedule a booking, customers must provide notice as soon as possible.

Our cancellation terms are:

• More than 48 hours' notice: the 50% deposit may be transferred to an alternative available date, subject to availability.
• Less than 48 hours' notice: the 50% deposit will be retained.
• Same-day cancellation, or failure to provide access: the remaining balance for the booked service will also become payable.

Deposits are required to secure the agreed appointment date and cover the allocation of staff time.

1.2 Company cancellations

In exceptional circumstances, Dynamic SW Cleaning Ltd may need to cancel or reschedule a booking for reasons outside of our reasonable control, including:

• staff illness
• vehicle breakdown
• equipment failure
• severe weather conditions
• emergencies
• other unforeseen circumstances

Where we need to cancel a service, we will provide as much notice as reasonably possible and work with you to arrange an alternative appointment where available.

2. Complaints policy

2.1 Our commitment

We take pride in delivering professional cleaning services and aim to resolve any concerns quickly, fairly and professionally. If you are unhappy with any aspect of our service, we encourage you to tell us.

2.2 How to raise a complaint

When raising a complaint, please provide:

• your name and contact details
• the date the service was completed
• details of your concern
• any supporting information or photographs, where applicable

Complaints should be reported within 24 hours of the service being completed, so we have the opportunity to investigate promptly.

2.3 Investigation process

Once we receive a complaint, we will:

• acknowledge receipt of your complaint
• review the details provided
• investigate the circumstances
• discuss the matter with relevant members of our team where appropriate
• provide a response with our proposed resolution

Where appropriate, resolutions may include:

• a re-clean of the affected area
• a partial refund
• another reasonable solution agreed between both parties

2.4 Cleaning results and expectations

While we always aim to achieve excellent results, some outcomes may be affected by factors outside of our control, including:

• the age and condition of surfaces, carpets or upholstery
• existing damage
• permanent stains
• previous cleaning treatments
• wear and tear

We cannot guarantee the removal of all stains, marks or damage.

2.5 Damage or breakages

Any damage or breakages must be reported within 24 hours of completion of the service. We will investigate all claims fairly and, where we are responsible, will consider an appropriate remedy.

We are not responsible for:

• pre-existing damage
• normal wear and tear
• items that are already fragile or damaged
• damage caused by faulty fixtures, fittings or equipment

3. Contact

If you have any questions, wish to cancel a booking, or would like to raise a complaint, please contact:

We appreciate all feedback, as it helps us continue to improve our services.