Refund Policy

Étoile Cleaning Services LTD
Effective Date: 12 July 2025

We aim to provide high-quality cleaning services and excellent customer satisfaction. If you are not completely satisfied, please refer to the following terms regarding refunds and service issues.

1. Satisfaction Guarantee

If you are unhappy with the quality of the cleaning service we provided, please contact us within 24 hours of the service. We will arrange a re-clean of the affected area at no extra cost, where reasonable and applicable.

2. Cancellations & Refunds

You may cancel your booking with at least 24 hours’ notice to receive a full refund of any advance payment.
If you cancel with less than 24 hours’ notice, we reserve the right to retain up to 50% of the booking fee to cover our costs.
No-shows or cancellations after the scheduled start time are not eligible for a refund.

3. Deposits

Some larger or specialised bookings may require a deposit. Deposits are refundable if the booking is cancelled with at least 24 hours’ notice. Deposits are non-refundable if cancelled later than this, unless otherwise agreed in writing.

4. Service Limitations

We are not responsible for delays or inability to complete work caused by factors beyond our control, including lack of access to the property, hazardous conditions, or inaccurate information provided by the customer. In such cases, refunds may not be issued.

5. How to Request a Refund

Please email info@etoilecleaningservices.com or call 07519 274 259 with your booking details and reason for requesting a refund. We aim to resolve all refund requests within 7 business days.

6. Changes to this Policy

We may update this Refund Policy from time to time. The most current version will always be available on our website.