Cancellation & Rescheduling Policy
We understand plans change. Our policy is designed to be fair to our clients and our operations team, while keeping your service seamless.
Rescheduling a visit
You can reschedule any booking at no charge with at least 48 hours' notice. Rescheduling requests with less than 48 hours' notice are subject to team availability and may be treated as a late cancellation.
Cancelling a booking
Cancellations made with at least 48 hours' notice incur no charge. For cancellations received between 24 and 48 hours before the scheduled visit, a fee of 50% of the booked service value will apply. Cancellations within 24 hours of the scheduled visit may be charged at the full service value.
Recurring contract pauses
For long-term and short-term recurring contracts, you may pause or cancel your schedule with 7 days' written notice. One-off bookings are covered by the standard cancellation policy above.
Refunds & satisfaction guarantee
Our 100% satisfaction guarantee applies to every visit. If any area of our work does not meet the Maison standard, please notify us within 24 hours of the completed visit and we will return to re-clean the areas concerned at no extra charge. Refunds are not issued for missed cancellations outside the notice periods above.
How to cancel or reschedule
Contact your client manager directly, call us on +44 7738 496785, or email hello@maisonhospitality.co.uk. For weekend visits, we recommend contacting us by Friday.
Exceptions
We reserve the right to waive fees in exceptional circumstances at our discretion. Extreme weather, building access issues, or emergencies that prevent safe entry may also be considered on a case-by-case basis.
Questions about your booking? Our client team is happy to help.
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