At Pure Nest, we understand that plans can change. To help us serve all clients fairly and respect our cleaners’ time, the following cancellation policy applies:
1. Cancellations made more than 24 hours before the booking
Clients may cancel or reschedule their booking at no charge if notice is given at least 24 hours before the scheduled service time.
2. Cancellations made within 24 hours of the booking
Cancellations made less than 24 hours before the scheduled appointment may be subject to a cancellation fee of up to 50% of the booking amount.
3. Same-day cancellations
Bookings cancelled on the same day as the service may be charged 100% of the service fee, as the time has been reserved and allocated to a cleaning professional.
4. No access / No-show
If our cleaner arrives and is unable to gain access to the property, or the client is unavailable, this will be treated as a no-show, and the full booking fee may apply.
5. Subscription services
For recurring or subscription bookings, any skipped or cancelled session must be communicated at least 24 hours in advance. Repeated late cancellations may affect the continuation of the discounted subscription rate.
6. Refunds
Where applicable, approved refunds will be processed back to the original payment method within a reasonable processing period, depending on the payment provider.
7. Emergency exceptions
We understand that emergencies happen. Pure Nest reserves the right to review cancellation fees on a case-by-case basis where there are exceptional circumstances.