Onyx Residential Cleaning Services Birmingham
Cancellation and Refund Policy
How payment, cancellations, transfers and refunds work with Onyx Residential Cleaning Services Birmingham.
Your payment
You pay 100% of the cleaning price online when you book. Payment is taken by Onyx at booking. After cleaning with before and after photo proof, you approve the result — or raise a concern — and support verifies proof before marking payment released or issuing a refund.
Cancelling 48 hours or more before your clean
You receive a full refund to the card you paid with, or you can choose to transfer your booking to another available date instead. Refunds are issued within 5 to 10 working days, depending on your bank.
Cancelling between 24 and 48 hours before your clean
The payment is non-refundable because the time has been held for you, but you may transfer it to another available date once instead of cancelling.
Cancelling less than 24 hours before, same-day cancellations and no access
The payment is non-refundable and cannot be transferred. This includes appointments where we cannot gain access to the property at the agreed time.
Changing your appointment
You can move your appointment yourself using your booking reference and email on our Manage Your Booking page, or call us on 07949139576.
If we need to cancel
If we ever have to cancel or reschedule your appointment, you may choose a new date or receive a full refund of your payment.
If you are not happy with your clean
After the clean, you can approve the job, request a revision, or raise a concern for support review. Support verify before and after proof before releasing funds or issuing a refund. You can also contact us within 24 hours and we will return to re-clean the affected area. For end of tenancy cleans, our 72-Hour Free Re-Clean Promise applies where a landlord or letting agent identifies a cleaning-related issue within 72 hours.