Purespace

Cancellation & Refund Policy

Last updated: 7 June 2026

Customer cancellations

  • More than 24 hours before the booking: full refund, no questions asked.
  • Between 24 and 4 hours before: 50% refund. The remainder covers the cleaner's reserved time.
  • Less than 4 hours before, or no-show: no refund. The booking is paid in full to the cleaner.

To cancel, go to My bookings and tap "Cancel booking". The refund is processed automatically to your original payment method within 5–10 working days.

Cleaner cancellations and no-shows

If your cleaner cancels for any reason, or fails to show up within 30 minutes of the booking start time, you receive a full refund and we'll help you rebook with another cleaner. Repeat no-shows result in a cleaner being removed from the platform.

Re-clean guarantee

If you're not happy with the standard of your clean, contact us within 48 hours of the booking. Where the complaint is upheld, we'll arrange one of the following at our discretion:

  • A free re-clean of the affected areas, or
  • A partial refund proportional to the work not completed, or
  • A full refund in serious cases.

Damages

Accidents are rare but can happen. If a cleaner damages something during a booking, report it to us and the cleaner within 48 hours with photos. Cleaners are required to hold their own public liability insurance, which is the primary route for damage claims. Purespace will help you contact the cleaner and their insurer.

How refunds are paid

Refunds always go back to the original payment method via Stripe. Most refunds appear within 5–10 working days, though some banks take longer.

Statutory rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015.