Cancellation telephone
+44 7862 611476
Monday–Friday · 08:00–18:00
1. How to cancel or reschedule
Call PUREVALE on +44 7862 611476 during Monday–Friday, 08:00–18:00. Cancellation is effective when acknowledged by PUREVALE. If the line is unanswered, leave a message and also email support@purevalecleaning.help with the booking reference, property and requested change. Do not assume that an unacknowledged message has cancelled the booking.
2. More than 72 hours before service
Where notice is received more than 72 hours before the scheduled start, the client may normally cancel or reschedule without a service charge. Reasonable non-refundable costs already incurred specifically for the booking—such as agreed travel, accommodation, purchased specialist materials or third-party fees—may be deducted if legally permitted and disclosed.
3. Between 24 and 72 hours
PUREVALE may charge up to 25% of the agreed service price to reflect reserved labour, planning and likely unrecoverable costs. Any deposit can be applied to that amount. We will consider genuine exceptional circumstances reasonably.
4. Less than 24 hours
PUREVALE may charge up to 50% of the agreed service price. Where a team has already travelled, arrived, or specialist non-refundable costs exceed that figure, those reasonable costs may also be due where lawful and evidenced.
5. Failed access and unsafe premises
If access is unavailable within a reasonable arrival window, utilities required for the work are disconnected, active building work continues, or conditions present undisclosed hazards, the visit may be treated as a late cancellation. We may wait, offer revised work, reschedule or leave, depending on safety and operational impact.
6. Changes by PUREVALE
If we must cancel because of staffing, illness, severe weather, transport or another operational event, we will offer a reasonable new date or refund amounts paid for work not supplied. We are not responsible for indirect losses such as accommodation, lost rent or third-party contractor costs unless liability cannot lawfully be excluded.
7. Consumer cancellation rights
Where a consumer contract is concluded at distance, the consumer may have a statutory 14-day cancellation period under the Consumer Contracts Regulations 2013, subject to exceptions. If the consumer expressly asks PUREVALE to begin within that period, the consumer may have to pay a proportionate amount for work supplied before cancellation. Once a service is fully performed after the consumer’s express request and acknowledgement, the statutory right may be lost. Urgent repair rules do not automatically apply to ordinary cleaning.
8. Bespoke dates, B2B bookings and deposits
Commercial contracts, multi-site programmes, dedicated staffing, travel bookings and specially procured materials may have quotation-specific cancellation terms reflecting real commitments. Those terms must be accepted before confirmation. Deposits are applied in accordance with the quotation and applicable law, not automatically forfeited without regard to actual rights and costs.
9. Refund timing
Approved refunds are returned using the original payment route where practical, ordinarily within 14 days after the amount is agreed or the relevant cancellation right is established. Bank processing times are outside PUREVALE’s control.
10. Disputes and statutory rights
Contact us promptly with the booking details. Nothing in this policy restricts mandatory consumer rights or remedies for breach. This policy should be read with the Terms of Service. Last updated: 12 August 2026.