Refund & Cancellation Policy

This policy forms part of our Terms & Conditions. It explains what happens to your deposit and payments if you cancel, reschedule, or if we cannot complete a service.

Online bookings require a minimum deposit of 10% of the estimated total (minimum R50) to confirm your slot. You may pay the full amount upfront. Until deposit payment is confirmed, your booking remains pending and is not guaranteed.

• 48 hours or more before your scheduled visit: full refund of all amounts paid, processed within 7–14 business days to your original payment method.
• Less than 48 hours before your scheduled visit: your deposit is non-refundable. If you paid more than the deposit (including the full amount upfront), the balance above the deposit will still be refunded.
• No-show (we arrive and cannot access the property/vehicle, or you are unavailable without prior notice): deposit forfeited; you may be charged call-out costs where permitted by law.

You can cancel eligible bookings from your dashboard or by emailing hello@smcleaning.com.

• 24 hours or more before your visit: one free reschedule to a new available date and time via your dashboard.
• Less than 24 hours before your visit: rescheduling is still available subject to slot availability, but a 10% rescheduling fee of your booking total applies. The fee is added to your balance due and must be settled before or on the day of service.

To reschedule, use your dashboard or email hello@smcleaning.com with your booking reference.

If we cancel due to staff illness, equipment failure, or unsafe conditions, you receive a full refund of amounts paid for that booking or a priority rebooking — your choice. We are not liable for indirect costs (e.g. alternate transport) beyond the booking amount.

If you are dissatisfied with completed work, contact us within 24 hours with photos or details. Where the complaint is valid and due to our performance, we will offer a re-clean or partial refund at our discretion — not both. Refunds are processed to the original payment method within 7–14 business days where bank processing allows.

If you paid only a deposit, the remaining balance is due on or before the day of service. Failure to pay the balance may result in cancellation of the visit and forfeiture of the deposit, except where the Consumer Protection Act provides otherwise.

Promo discounts apply at booking confirmation. If a paid booking qualifies for a full refund, any loyalty points earned on that booking will be reversed and redeemed points restored. Partial refunds (late cancellation) do not restore forfeited deposit value to loyalty points.

Email hello@smcleaning.com with your booking reference, reason, and preferred resolution. We aim to respond within 2 business days. Approved refunds are initiated via our payment provider; bank processing times vary.

Nothing in this policy removes rights you have under the Consumer Protection Act 68 of 2008 where applicable. If you believe your statutory rights have not been respected, you may contact the National Consumer Commission.