Policy Scope

This Cancellation & Refund Policy applies to cleaning appointments arranged with JOJO’s New, including carpet cleaning, upholstery cleaning and combined cleaning services.

The policy applies to confirmed appointments only. A booking request that has not yet been reviewed and confirmed is not treated as a confirmed appointment and does not create a cancellation charge.

This policy should be read together with our Service Booking Terms. Where a specific written arrangement has been agreed for an individual booking, that arrangement will apply to the extent it specifically changes the relevant booking condition.

When a Customer Can Cancel

A customer may request cancellation of a confirmed cleaning appointment by contacting JOJO’s New through our official communication channels. Cancellation requests should include the customer’s name, appointment details and the requested cancellation date.

Customers may cancel before the appointment, subject to the applicable cancellation level set out below. The amount available for refund, credit or other agreed treatment depends on when the cancellation request is received.

The relevant cancellation period is calculated from the scheduled appointment date and time. The date and time at which the cancellation request is received through an official communication channel will be used when determining the applicable cancellation level.

Cancellation Levels

The following graduated cancellation arrangements apply to confirmed cleaning appointments:

For example, a cancellation made at least 4 full days before the scheduled appointment falls within the 100% cancellation level, while a cancellation made on the appointment day falls within the 0% level.

What Can Be Cancelled

A confirmed cleaning appointment may normally be cancelled where the customer no longer requires the agreed cleaning service, the property is no longer available for the appointment, the customer is unable to provide reasonable access, or the customer has another genuine practical reason for cancelling.

Customers may also request cancellation where the agreed cleaning requirements have changed substantially and the originally arranged service is no longer required.

Cancellation remains subject to the applicable cancellation level. The reason for cancellation does not automatically change the applicable percentage unless JOJO’s New agrees otherwise in writing.

When Cancellation May Not Be Accepted

A cancellation request may not qualify for a refund where it is made on the appointment day, after the agreed service time has started, or after our team has attended the property for the scheduled service.

A refund may also not be available where the appointment cannot proceed because the customer has not provided the required access, the agreed property information was materially inaccurate, or the service team has been unable to carry out the agreed work after attending the property.

A cancellation request cannot be used to avoid an applicable cancellation charge after the relevant cancellation period has already passed.

Where a customer simply does not attend, does not provide access or cannot be contacted at the agreed appointment time, this may be treated as a cancellation on the appointment day.

Changes & Rescheduling

Customers may ask to move a confirmed appointment instead of cancelling it. A rescheduling request must be made through an official communication channel before the existing appointment date.

The replacement appointment must be arranged at least 1 full day in advance. Same-day replacement appointments are not available.

A request to reschedule received too close to the appointment may be treated in the same way as a cancellation under the applicable cancellation level. A new appointment is subject to availability and must be separately confirmed.

Service Changes Before the Appointment

If the customer needs to change the property, areas, carpet or upholstery requirements, access arrangements or other important service details before the appointment, the customer should contact us as soon as possible.

A substantial change may require the service to be reviewed and re-confirmed. Any revised service fee or appointment arrangement will be communicated before the changed service is confirmed.

If the requested change means that the original appointment can no longer reasonably proceed, the booking may be cancelled and the applicable cancellation level will be considered based on when the request was received.

Cancellation by JOJO’s New

In some circumstances, JOJO’s New may need to cancel or rearrange a cleaning appointment. This may include situations involving technician availability, access conditions, equipment requirements, unexpected operational issues or other circumstances that prevent the agreed service from being carried out as planned.

Where we cancel a confirmed appointment and the customer has already made a payment for the affected service, we will contact the customer and arrange the applicable refund or alternative booking arrangement.

Where an alternative appointment is agreed, the replacement date will remain subject to availability and the practical requirements of the cleaning service.

Payment & Refund Arrangements

JOJO’s New does not process online payments through this website. Payment arrangements are confirmed after the cleaning service requirements have been reviewed.

After the service details have been confirmed, customers may receive payment information and booking arrangements through our official communication channels.

Available payment methods may vary depending on the agreed service and the customer’s requirements. Where a refund is due, the refund arrangement will be confirmed using the relevant booking information.

Refund Processing Time

Once a refund has been approved, JOJO’s New will normally arrange the refund within 5 business days after the cancellation has been confirmed and the applicable refund amount has been verified.

After the refund has been issued, the time for the funds to appear in the customer’s account may depend on the payment method and the relevant financial institution. Customers should normally allow up to 10 business days from the refund issue date for the funds to appear.

If the refund has not appeared after this period, the customer should contact us using the official contact details below so that the transaction can be checked.

Refund Eligibility

A refund is only available where the applicable cancellation level provides for a refund or where JOJO’s New has separately confirmed that a refund will be made.

Refund calculations are based on the applicable service amount that has actually been paid for the affected booking. An amount that has not been paid is not treated as a refundable amount.

Where a booking contains more than one separately agreed cleaning service, the refund may be calculated against the affected service rather than against unrelated services that remain confirmed.

No Refund for Unused Time or Unrequested Work

A customer cannot claim a refund simply because less time was required than expected, fewer areas were cleaned than originally discussed, or the customer decided not to use part of an agreed service after the appointment had started.

If the customer wants to reduce or remove part of the agreed cleaning work before the appointment, the request should be made in advance so that the service requirements and applicable fee can be reviewed.

Cleaning Conditions & Service Limitations

Cleaning results may vary depending on the age, material, condition, previous treatment, staining, wear, discolouration and general condition of the carpet or upholstery.

Cleaning is not a repair or restoration service. Existing damage, deterioration, permanent staining or wear may remain after cleaning. The presence of such conditions does not automatically create a right to cancel or receive a refund after the agreed cleaning service has been carried out.

Customers should provide relevant information about the surfaces to be cleaned, including known restrictions or manufacturer instructions, before the appointment where reasonably possible.

Access & No-Access Situations

Customers are responsible for ensuring that reasonable access to the agreed property and cleaning areas is available at the appointment time.

If our team cannot gain access because the customer is unavailable, access instructions are incorrect, keys are unavailable or another customer-controlled access issue prevents the service from starting, the appointment may be treated as a same-day cancellation.

Where access is delayed but the service can still reasonably be completed, the available service time may be affected. Any practical change to the service will be discussed with the customer where possible.

Exceptional Circumstances

There may be circumstances outside the reasonable control of either party that affect a scheduled appointment. Examples may include serious access problems, unexpected property conditions, transport disruption, equipment issues or other circumstances that make the planned service impractical.

In these situations, JOJO’s New will consider the circumstances and communicate with the customer about cancellation, rearrangement or any applicable refund.

An exceptional circumstance does not automatically guarantee a full refund. The outcome will depend on the circumstances, the stage of the booking and whether any service work or reasonable preparation has already taken place.

Service Disclaimer

JOJO’s New will make reasonable efforts to deliver the confirmed cleaning service in accordance with the agreed booking details. However, cleaning outcomes can be affected by conditions that cannot always be identified before work begins.

Nothing in this policy should be interpreted as a guarantee that a particular stain, mark, odour, material condition or appearance will be completely removed or restored.

JOJO’s New is not responsible for conditions that existed before the service, information that was not disclosed before the appointment, manufacturer restrictions that were not provided to us, or outcomes caused by conditions outside the agreed cleaning work.

Refund Exclusions

A refund will not normally be available where the customer has already received the agreed cleaning service and the request is based solely on a preference to have different results, a change of mind after completion, or a condition that was present before the service.

A refund will also not normally be available for a cancellation made on the appointment day, a failure to provide access, or a failure to provide required information where the applicable cancellation level provides no refund.

These exclusions do not prevent JOJO’s New from considering a specific situation where there is a clear service issue that requires review.

How to Request a Cancellation or Refund

Cancellation and refund requests should be sent through the official contact details below. Customers should provide the booking details and clearly state whether they are requesting a cancellation, rescheduling or refund review.

We will review the request against the confirmed appointment details, the time at which the request was received and the applicable cancellation level. Where a refund is approved, the customer will be informed of the applicable refund amount and processing arrangement.