Cancellation Policy
Last updated: 3 July 2026
This cancellation policy explains how cancellations, changes, missed visits and cooling-off rights are handled by AJ Window Cleaning.
This policy applies to quotes, one-off bookings, regular window cleaning rounds, and other exterior cleaning services arranged with us.
1. Cancelling or changing a booking
If you need to cancel or change a booking, please contact us as soon as possible using the details on our contact page.
Where possible, we ask for at least 24 hours’ notice before the scheduled visit. This helps us manage our round and offer the appointment to another customer.
We understand that plans can change, and we will always try to be reasonable where possible.
2. Short-notice cancellations
If you cancel with very short notice, or after we have already travelled to your property, we may charge a reasonable fee to cover time, travel, admin or lost appointment time.
Any charge will depend on the circumstances, including the type of service booked, how much notice was given, and whether we had already attended or prepared for the work.
3. Regular window cleaning rounds
If you are on a regular window cleaning round, you can cancel future visits by contacting us.
To avoid a visit being carried out unnecessarily, please tell us before your next scheduled clean is due.
If we attend your property because we have not been told to cancel, the clean may still be chargeable.
4. Missed visits, locked gates and access issues
It is your responsibility to make sure we can safely access the areas that need to be cleaned.
If we attend your property but cannot complete the work because of locked gates, blocked access, unsafe conditions, animals, or other access issues, we may charge for the visit.
If only part of the service can be completed, we may charge for the part completed or for the time spent attending.
5. Weather and safety delays
Some services may be affected by weather or safety conditions. This can include high winds, storms, heavy rain, ice, unsafe ground conditions, or other risks.
If we decide that a visit needs to be delayed for safety or practical reasons, we will contact you where possible and rearrange the work.
A delay caused by weather or safety conditions does not usually mean the booking has been cancelled. It will normally be rearranged for the next suitable time.
6. One-off exterior cleaning services
For one-off services such as gutter cleaning, conservatory cleaning, fascia and soffit cleaning, roofline cleaning or other larger jobs, we may reserve time, equipment and resources specifically for your booking.
If you cancel a one-off service at short notice, we may charge a reasonable cancellation fee where costs, preparation time or lost appointment time have already been incurred.
7. Deposits
Some larger jobs may require a deposit before work is booked in.
If a deposit is required, we will explain this before you agree to the booking.
If you cancel after materials, equipment, admin time, travel, or reserved labour have already been committed, part or all of the deposit may be retained to cover reasonable costs.
8. Your 14-day cooling-off rights
If you are a consumer and you book a service online, by phone, by email, by message, or away from our business premises, you may have the right to cancel within 14 days without giving a reason.
The 14-day cancellation period usually starts from the day after the contract is agreed.
To cancel within this period, you should contact us clearly stating that you wish to cancel. You can do this by email, phone, text message, contact form, or another written method.
9. Work started during the cooling-off period
If you ask us to begin work during the 14-day cooling-off period, you may still have cancellation rights, but you may need to pay for any work already carried out before you cancel.
If the service has been fully completed within the 14-day period with your agreement, your right to cancel may be lost once the work has been completed.
10. Refunds
If you are entitled to a refund, we will process it within a reasonable time.
Any refund may be reduced where work has already been carried out, costs have already been incurred, or a cancellation charge fairly applies under this policy.
11. Business customers
Business customers may not have the same statutory cooling-off rights as consumers.
For commercial work, cancellation terms may be agreed separately as part of the quote, booking confirmation, contract or written agreement.
12. How to cancel
To cancel a booking, please contact us using the details on our contact page.
When contacting us, please include:
- Your name
- Your property address
- The service you booked
- The date of the booking, if known
- Whether you want to cancel or rearrange
13. Changes to this policy
We may update this cancellation policy from time to time to reflect changes to our services, booking process or legal obligations.
The latest version will be published on this page with the updated date shown at the top.
