This Cancellation and Rescheduling Policy applies to bookings for whole-home deep cleaning services made through www.shenqingjie.com.
1. Booking Deposit
Unless expressly stated otherwise, the amount displayed on the relevant service page is a booking deposit only and is not necessarily the total cost of the service.
The deposit is collected in connection with the booking and appointment arrangements. Any remaining service fee applicable to the selected service will be confirmed as part of the booking arrangements.
2. Cancelling a Booking
Customers who wish to cancel a booking should submit their cancellation request as soon as reasonably practicable.
Cancellation requests may be made through the applicable cancellation function on the website or by contacting:
Email: cleaning@shenqingjie.com
Customers should include their booking details so that the relevant booking can be identified.
3. Statutory Withdrawal Rights
For consumers in the European Union and other jurisdictions where a statutory right of withdrawal applies, the applicable statutory withdrawal period and conditions will be respected.
For distance contracts for services, the EU framework generally provides a 14-calendar-day withdrawal period from conclusion of the service contract, subject to applicable exceptions and national rules.
Where a customer exercises a valid statutory withdrawal right, any refund will be handled in accordance with the applicable legal requirements.
4. Service Requested During the Withdrawal Period
A customer may expressly request that the service begin before the applicable withdrawal period has expired.
Where the customer subsequently exercises a valid withdrawal right after the service has begun, the customer may be required to pay an amount proportionate to the service actually provided up to the time the withdrawal request is made, where permitted by applicable law.
Any such amount will not exceed the proportionate value of the service already provided.
5. Cancellation After the Statutory Withdrawal Period
Once any applicable statutory withdrawal period has expired, cancellation and refund requests will be handled according to the booking terms applicable to the relevant service.
Where applicable, the circumstances of the cancellation, appointment status and any service already provided may be taken into account when determining the amount payable or refundable.
Mandatory consumer rights remain unaffected.
6. Rescheduling an Appointment
Customers who need to change their appointment should contact us as soon as reasonably practicable.
A rescheduling request is subject to appointment availability and the applicable booking arrangements.
Where a new appointment is agreed, the updated date and time will be confirmed with the customer.
7. Failure to Provide Property Access
Customers are responsible for providing reasonable access to the property at the agreed appointment time.
If access cannot be provided, the appointment may need to be rearranged.
Where an appointment cannot proceed because required access has not been provided or material booking information was inaccurate or incomplete, the applicable cancellation and rescheduling arrangements will be considered based on the circumstances and applicable law.
8. Changes to Service Information
If the customer provides materially different information about the property or requested service after booking, the service arrangements may need to be reviewed.
Where the requested service differs materially from the original booking, revised arrangements should be agreed before additional work is undertaken.
9. Refunds Following Cancellation
Where a refund is due, it will be processed in accordance with the applicable booking terms and mandatory consumer protection requirements.
For valid statutory withdrawals, applicable EU consumer rules generally require reimbursement within the prescribed period, subject to lawful exceptions and deductions relating to services already provided following an express request for early performance.
10. Cancellation Confirmation
After receiving a cancellation request, we will review the request and the relevant booking information.
Where a cancellation is successfully processed, confirmation will be provided using the contact details supplied during booking.
11. Contact Information
For cancellation, rescheduling or refund enquiries, please contact:
Company: xxx
Brand: Shenqingjie
Email: cleaning@shenqingjie.com
Address: xxx
Telephone: xxx
Website: www.shenqingjie.com