Cancellation, Rescheduling and Refund Policy

Effective date: 26 August 2026

Application: This policy forms part of the Platform Terms and Conditions and applies to Bookings made through LetGo. Mandatory consumer rights take priority where they provide greater protection.

1. Customer cancellation or rescheduling

The 50% charge reflects reserved Provider capacity, lost booking opportunity and administration. LetGo may reduce or waive it where exceptional circumstances, actual loss or mandatory law make that appropriate. Rescheduling within 24 hours is treated in the same way as cancellation unless LetGo confirms otherwise.

Each visit in a recurring arrangement is a separate Booking. Cancelling one visit does not end the arrangement. Future visits may be ended through the Account where available or by contacting LetGo, subject to any charge already applying to a confirmed visit.

2. Customer-caused no access

1. The Provider records arrival and that access is unavailable.
2. LetGo or the Platform attempts to contact the Customer using the available contact details.
3. The Provider waits 20 minutes, unless remaining would be unsafe or LetGo confirms otherwise.
4. If safe access is still unavailable because of a Customer-side issue, the Booking may be marked Customer No-Show.

For a confirmed Customer No-Show, the Customer may be charged the no-access amount shown for that Booking, capped at the Customer Price. The Provider receives the full Provider Payout once attendance and the access failure are reasonably verified.

No charge applies where the failure is caused by LetGo, the Provider, a Platform fault or another matter for which the Customer is not responsible.

3. Provider cancellation

If the assigned Provider cancels, LetGo will use reasonable efforts to find a suitable replacement. If a replacement cannot be provided within a reasonable time, or the changed timing materially affects the Customer and the Customer does not accept it, LetGo will release any authorisation or refund the unprovided service.

4. Authorisations and refunds

• A released card authorisation may take several business days to disappear from the Customer’s available balance, depending on the bank or card issuer.
• Approved refunds are instructed promptly. A statutory refund will normally be issued within 14 days after LetGo is informed of the cancellation. It may then take about 5 to 10 business days to appear, depending on the payment service and the Customer’s bank.
• Depending on the payment stage, LetGo may release an authorisation, reduce or cancel capture, or refund in full or in part.

5. Online 14-day cancellation right

Consumers who book online generally have 14 days from formation of the Cleaning Contract to cancel, subject to legal exceptions. If the service starts within that period, the Consumer must expressly request early performance and acknowledge the effect on the right. A proportionate amount may be payable for work supplied before cancellation, and the right may end once the service is fully performed following that request and acknowledgement. Mandatory rights override the operational rules, including the 50% charge.

6. Quality complaints are different from cancellation

A complaint that a service was not performed with reasonable care and skill is handled under the complaint process and consumer law, not only as a cancellation. Customers should report an issue promptly and preferably within 24 hours. Depending on the circumstances, a remedy may include repeat performance, price reduction, refund or insurer referral.

7. How to cancel, reschedule or complain

Use the relevant function in the Customer Account where available, or email info@letgocleaning.co.uk from the address linked to the Booking. Include the Booking reference, scheduled date and requested outcome. Urgent same-day access or safety issues should be reported immediately.

8. Model cancellation form for Consumers

You may use this form, but you do not have to. Send it to LetGo, which will process it for the Platform Contract and pass it to the assigned Provider for the Cleaning Contract where applicable.