Cancellation
Cancellation Policy
This policy explains how cancellations and rescheduling work when Perfect Living has reserved time, routed people, purchased materials or prioritised urgent attendance.
This policy explains how cancellations and rescheduling work when Perfect Living has reserved time, routed people, purchased materials or prioritised urgent attendance.
Read this page together with the booking confirmation, agreed scope, quote, invoice and any written service notes issued by Perfect Living Services.
1. Purpose and general rule
Perfect Living sells organised property services, not unlimited standby time. When a customer books cleaning, handyman, plumbing, electrical, decorating, bathroom, kitchen, gardening, waste, hotel, Airbnb, commercial or property management work, we may reserve a time slot, turn away other work, assign a contractor, plan a route, brief the team, request photos, prepare materials, purchase parts or prioritise an urgent response. This cancellation policy protects customers by keeping rules clear and protects the company from wasted attendance. A cancellation is any request to stop a confirmed booking. A reschedule is any request to move the booking. A late reschedule may be treated as a cancellation where time or cost has already been committed.
2. Customer cancellations and rescheduling
Customers should cancel or reschedule as early as possible through the same route used to book or another published contact route. Standard bookings may usually be cancelled without charge where notice is given before dispatch, before materials are purchased and before the appointment slot has been operationally committed. The exact position depends on service type, timing, urgency, staffing and whether the booking is residential, commercial, hotel, Airbnb, landlord or property manager work. Rescheduling is subject to availability and is not guaranteed for same-day, emergency, end-of-tenancy, guest turnover, hotel readiness or commercial work with fixed access windows. If repeated rescheduling causes operational loss, we may request a deposit, charge a fee or decline future bookings.
3. Late, same-day and emergency cancellations
Late cancellation may lead to a charge where a worker has been assigned, travel has started, materials have been obtained, a time slot has been protected, or the booking prevented us from accepting other work. Same-day bookings, urgent plumbing, emergency attendance, lock-sensitive access, hotel guest-impact work and Airbnb turnover work may become chargeable once accepted, because the team is routed quickly. Emergency cancellations after dispatch may be charged in full or partly depending on travel, time spent, parts purchased and the reason for cancellation. If a genuine safety or medical emergency prevents access, we will review evidence fairly, but we are not required to absorb every cost created by a late change.
4. No access, customer absent and waiting time
No access includes locked property, wrong address, unavailable keys, missing access code, concierge refusal, tenant refusal, building manager refusal, customer absence, unsafe entry, unrestrained aggressive pets, missing parking permit, wrong date supplied, or the customer not answering essential access calls. If no access occurs, we may charge a no-access fee, waiting time, travel cost, parking, congestion charge, ULEZ, tolls and any committed materials. Waiting time is chargeable where the team is delayed by customer-side issues. We may leave site after a reasonable wait. For hotel, Airbnb and property management work, the customer or manager must ensure access and authority are arranged before the slot.
5. False call-outs, parking and access charges
A false call-out may apply where attendance is requested but the issue does not exist, the customer has already arranged another provider without telling us, essential facts were withheld, access is impossible, the wrong service was booked, or the task is plainly outside the described scope. Parking, ULEZ, congestion charge, tolls, estate charges, permits and loading costs may still be payable even if the work cannot proceed because these costs are incurred to attend. If parking is impossible or unlawful and no alternative is arranged, the booking may be cancelled or rescheduled with charges. Customers should give parking information before attendance, especially in London, controlled estates, hotels, apartments, serviced accommodation and commercial buildings.
6. Company cancellations
Perfect Living may cancel or reschedule where a worker is unavailable, a specialist is required, weather is unsafe, materials are unavailable, access information is incomplete, the customer is abusive, the job is unsafe, payment is not made, the scope is misdescribed, the property presents unacceptable risk, or the work would be unlawful or outside our competence. If we cancel for our own operational reason before dispatch and no work or cost has been incurred, we will normally offer a new appointment or refund any eligible payment. If cancellation is caused by customer information, customer conduct, hidden conditions, unsafe conditions or access failure, charges may still apply.
7. Commercial, hotel, Airbnb and portfolio bookings
Commercial, hotel, Airbnb, landlord and property manager bookings often require stricter cancellation rules because they depend on fixed access windows, guest check-in, tenant availability, contractor routing, purchase orders, portfolio scheduling and operational reporting. Late cancellation of a hotel room readiness visit, office clean, serviced apartment turnover, Airbnb checkout clean, emergency maintenance call or multi-property route may be charged at a higher proportion of the booking value. Where a client has agreed account terms, cancellation charges may be invoiced. Where a platform or third party collects payment, platform rules may also apply. Refunds connected to cancellation are governed by this policy and the Refund Policy.
Send the booking reference, property address and the issue in writing.
Written communication gives both sides a clear record of the request, the agreed scope and any evidence needed for review.
