Cancellation & Refund Policy

Full refund of the amount paid.

50% refund of the amount paid.

If the appointment cannot go ahead because no one is available and no cancellation was made, the booking is non-refundable.

If our cleaner arrives and cannot access the property, we allow a 15-minute grace period. After 15 minutes the booking is treated as a no-show and is non-refundable. Please make sure access arrangements are in place before your appointment.

Recurring plans are arranged with you directly and are not booked through instant self-checkout. The recurring discount applies to your visits on the agreed schedule and is held on the basis of a two-visit minimum.

If you stop after the first visit, the only amount owed is the difference between the discounted rate and our normal first-visit price for that cleaning. There is no additional penalty or termination fee. Both of the first two visits receive the relevant discount when the plan continues. These terms are confirmed with you before a recurring plan is scheduled.

If we cancel your appointment, you may choose either a full refund or a rescheduled appointment at a time that suits you.

Quality concerns are handled first through the Service Guarantee:

If something included in your booked cleaning was missed or not completed to our standard, contact us within 24 hours of service. We'll review the issue and, when appropriate, return to re-clean the affected area at no additional charge.

If a re-clean cannot reasonably resolve the problem, a refund may be considered. Quality refunds are reviewed individually by Kombu and are not issued automatically.

Approved refunds are returned to the original payment method through our payment processor. Your bank may take several business days to post the funds.

Contact us by phone or email as early as you can, and include your booking details so we can find your appointment quickly.