Refund policy
At PoshJanner, we want booking and managing your cleaning service to be simple and straightforward.
This policy explains how cancellations, rescheduling, refunds and problems with completed cleaning services are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Our Cleaning Services
PoshJanner provides professional window and exterior cleaning services across Plymouth & South Hams.
Services may include:
- Janner Standard window cleaning
- Janner Prestige window cleaning
- One-off window cleaning
- Complete Roofline Cleaning
- Internal Gutter Clearance
- Solar Panel Cleaning
- Other exterior cleaning services agreed with you
Prices and the scope of the service will be displayed when booking or agreed with you before work begins.
2. Regular Window Cleaning
Where you choose a regular cleaning plan, your property will be added to our cleaning round at the frequency selected when booking.
Our current regular frequencies include every 4, 8 or 12 weeks.
Cleaning dates may vary slightly due to weather, access, public holidays, operational requirements or other circumstances outside our reasonable control.
We will make reasonable efforts to keep your cleaning schedule as close as practicable to your selected frequency.
3. Cancelling a Regular Cleaning Plan
You may ask us to stop future regular window cleans by contacting PoshJanner.
Unless specifically stated otherwise when you book, our regular cleaning plans are not intended to lock you into a long-term contract.
Cancelling your regular service does not remove your obligation to pay for cleaning that has already been completed.
If a clean is already scheduled or we are already travelling to or attending your property, cancellation charges may apply where these were made clear when you booked.
4. Cancelling or Rescheduling a Booked Clean
If you need to cancel or change a booking, please contact us as soon as possible.
You can contact us by:
Telephone/Text: 07984 836361
Email: clean@poshjanner.co.uk
Where possible, we will rearrange your clean for another suitable date.
5. Weather
Window cleaning using a professional pure-water reach system can often be carried out safely during light rain.
However, we may postpone or rearrange work where weather conditions make cleaning unsafe or are likely to prevent us from providing the service to an appropriate standard.
This could include severe rain, high winds, storms, snow, ice or other unsafe conditions.
If PoshJanner postpones your clean because of weather, you will not lose the service. We will aim to rearrange it as soon as reasonably practicable.
6. Access to Your Property
Customers are responsible for providing reasonable access to the areas that have been booked for cleaning.
If we need access through a gate or other secured area, please ensure it is accessible when we arrive.
Please also make us aware of anything that could affect safe access, including pets, locked gates or other hazards.
If we're unable to complete part of a clean because access was not available, please contact us so we can discuss the options available.
7. First Cleans & Heavily Soiled Windows
A first clean may require additional work where windows, frames, sills or doors have not been professionally cleaned for some time.
Some staining, mineral deposits, paint, cement, silicone, scratches, damaged glass or other permanent marks may not be removable through normal window cleaning.
We cannot guarantee removal of staining or damage that requires specialist restoration rather than cleaning.
Where additional work or charges are required beyond the service originally booked, we will aim to agree this with you before carrying out that additional work.
8. Roofline Cleaning
Our Complete Roofline Cleaning service covers the external cleaning of gutters, fascias, soffits and downpipes, subject to safe and reasonable access.
Prices start from £100 in addition to the normal window-cleaning charge, with the final price depending on the property, size, condition and access.
Internal gutter clearance is a separate service and starts from £50.
Where the condition or access to a property is materially different from the information provided when booking, we may need to revise the quotation before beginning the work.
We will discuss this with you before carrying out work at a higher price.
9. Solar Panel Cleaning
Solar panel cleaning starts from £20 for up to 8 panels when booked alongside another PoshJanner service.
Additional panels are currently £3 per panel.
Our solar panel cleaning service is subject to the panels being safely accessible using our cleaning equipment.
If we cannot safely reach the panels, we reserve the right not to carry out the service and will not charge for work we have not performed.
10. Problems With a Completed Clean
We want you to be happy with your PoshJanner clean.
If you believe an area included in your booked service has been missed or has not been cleaned to a reasonable standard, please contact us as soon as reasonably possible after the clean.
Where appropriate, we may ask you to provide photographs so we can understand the problem.
If we agree that an included area has been missed or needs further attention, our preferred solution will normally be to return and put it right at no additional charge.
This does not affect any statutory rights you may have.
11. Refunds
Where a refund is due, it will normally be returned using the original payment method where reasonably possible.
Refund processing times can vary depending on the payment provider or bank.
Where a service has already been properly completed, a change of mind after completion would not normally entitle you to a refund.
This does not affect your legal rights where a service has not been provided with reasonable care and skill or where another statutory remedy applies.
12. Online and Distance Bookings
Where you book a service online, by telephone or through another distance method, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For some service contracts, consumers may normally have a 14-day cancellation period.
If you specifically ask us to begin providing a service during that cancellation period, your cancellation rights may be affected once work begins.
If the service is fully performed during the cancellation period following your express request and the applicable legal requirements have been met, your right to cancel may end once the service has been completed.
Nothing in this policy is intended to restrict rights provided to you by law.
13. Payments
Payment terms will be shown when you book or agreed with you before the service is provided.
Online payments may be processed securely through Shopify and its payment providers.
You remain responsible for paying for cleaning services that have been properly provided in accordance with your booking.
14. Changes to Prices
We may change our prices from time to time.
Any change to the price of a regular cleaning service will be communicated to affected customers before the new price applies.
Changing our advertised prices does not retrospectively change the price of a service that has already been completed.
15. Our Right to Refuse or Stop Work
We reserve the right to refuse, postpone or stop work where we reasonably believe that:
- Conditions are unsafe
- Safe access is unavailable
- Equipment cannot be used safely
- There is a risk of damage to the property
- A customer, occupant or animal creates an unsafe working environment
- The requested work is materially different from the service booked
Where appropriate, we will explain the reason and discuss alternative arrangements with you.
16. Your Statutory Rights
Nothing in this policy excludes or limits any statutory rights that cannot legally be excluded or limited.
Services supplied to consumers must comply with applicable UK consumer protection law, including the Consumer Rights Act 2015.
17. Contact PoshJanner
If you need to cancel or rearrange a clean, report a problem or ask about a payment or refund, please contact us:
PoshJanner
Flat 7, 40 Aquila Drive
Sherford
Plymouth
PL9 8GW
United Kingdom
Call or text: 07984 836361
Email: clean@poshjanner.co.uk
Cleaner Homes. Brighter Plymouth & South Hams.