1. Cancelling before pickup
You can cancel free of charge any time before the pickup partner has been dispatched for your slot. Contact us on WhatsApp, or by phone if you prefer.
2. Cancelling after dispatch
If the pickup partner has already been dispatched or has arrived, a small visit charge may apply to cover the trip. The amount is confirmed with you before it is added to anything.
3. Cancelling after collection
- Before processing begins, the order can be returned to you with only a handling charge, confirmed with you at the time.
- Once cleaning has begun, the order cannot be cancelled and the full amount is payable.
4. Rescheduling
Pickups and deliveries can be rescheduled free of charge as long as you tell us before the partner sets out, subject to slot availability in your area.
5. Cancellations by us
We may occasionally need to cancel or reschedule — severe weather, a vehicle issue or a capacity problem. We will tell you as soon as we know, offer the next available slot, and refund in full anything already paid for an order we cannot fulfil.
6. Missed deliveries
If nobody is available to receive an order, we will attempt redelivery. After repeated failed attempts a redelivery charge may apply, confirmed with you beforehand.
Draft notice
This document is a draft awaiting final review and approval. Where it refers to a charge or a period without naming a figure, that figure has not been fixed yet and will always be confirmed with you before it applies.