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Refund Policy

Lumiere Cleaning Ltd Last Updated: 25 October 2025

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1. Overview

At Lumiere Cleaning Ltd, we strive to provide excellent service through our marketplace platform connecting clients with independent cleaning professionals. This Refund Policy explains when and how refunds are issued.

Company Number: 16773397 Registered Office: 71-75 Shelton Street, London, England, WC2H 9JQ Contact: hello@lumierecleaning.co.uk Website: www.lumierecleaning.co.uk

IMPORTANT: Lumiere Cleaning Ltd operates as a marketplace platform. We facilitate connections between clients and self-employed cleaning professionals but do not provide cleaning services directly. This policy covers refunds related to our Platform services and booking facilitation.

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2. Cancellation and Refund Timeframes

2.1 Cancellations By Client

More than 48 hours before appointment:

  • Full refund minus 5% processing fee (to cover payment processor costs)

  • Refund processed within 24 hours

  • Funds typically appear in your account within 5-10 business days

24-48 hours before appointment:

  • 50% refund of total booking value

  • This compensates the Service Provider for blocked availability

  • Refund processed within 24 hours

  • Funds typically appear in your account within 5-10 business days

Less than 24 hours before appointment:

  • No refund

  • Service Provider has already prepared and blocked time

  • Alternative: Reschedule to another date (subject to availability)

No-show (Client does not provide access):

  • No refund

  • Full payment released to Service Provider

  • This includes situations where you forget the appointment or fail to provide agreed access

2.2 Cancellations By Service Provider

If a Service Provider cancels your booking for any reason:

  • Automatic full refund (100%)

  • No processing fees deducted

  • We will attempt to arrange alternative Service Provider

  • If no alternative is available, refund processed immediately

  • Refund typically appears in your account within 5-10 business days

 

3. Service Availability Refunds

3.1 We Cannot Fulfill Your Booking

If we cannot fulfill your booking because we do not yet serve your area, no Service Provider is available for your requested date/time, or your booking cannot be accommodated, you will receive:

  • Notification within 6 hours of booking

  • Offer of alternative dates/times if available

  • Full refund (100%) if no suitable alternative found

  • No processing fees deducted

  • Refund processed immediately

  • Funds typically appear in your account within 5-10 business days

 

4. Satisfaction Guarantee Refunds

4.1 Quality Issues

If you are not satisfied with the quality of cleaning service:

Step 1: Contact us within 24 hours

Step 2: We investigate

  • Review your complaint

  • Contact Service Provider for their account

  • Assess photos and evidence

  • Response within 2-3 business days

Step 3: Resolution We may offer:

  • Re-clean: Same Service Provider or different one returns to address issues (no additional charge)

  • Partial refund: If issue affects only part of the service (e.g., one room)

  • Full refund: For serious quality failures

  • Service Provider warning or removal from Platform

4.2 Important Limitations

Refunds for quality issues are at our discretion and may NOT be granted if:

  • Complaint made more than 24 hours after service

  • No photo evidence for claimed issues

  • Issue is due to property condition (e.g., extremely cluttered, hoarding situation)

  • Expectations were unrealistic or not communicated

  • Client refused to provide necessary access or equipment

  • Service Provider followed instructions but result was not as client hoped

 

5. Refund Exclusions

We do NOT provide refunds in the following circumstances:

5.1 Change of Mind After Service Completion Once service is completed satisfactorily, no refund for change of mind. You must raise concerns within 24 hours.

5.2 Cancelled Within 24 Hours As per our cancellation policy (Section 2.1).

5.3 Client No-Show If you do not provide access as agreed or if you forget the appointment.

5.4 Unreasonable Expectations If you expected services not included in booking, if property condition required significantly more work than standard, or if you did not communicate special requirements during booking.

5.5 Direct Arrangements If you arranged payment directly with Service Provider outside our Platform or if you circumvented our booking system.

5.6 Post-Service Damage Claims For damage claimed to have occurred during service, direct claims to Service Provider's insurance. We facilitate communication but are not liable as we do not provide services directly.

5.7 Third-Party Services Refunds for payment processor errors (contact Stripe directly) or issues with third-party services (e.g., key lockbox problems).

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6. Refund Process

6.1 How Refunds Are Processed

All refunds are processed automatically to your original payment method:

  • Same credit/debit card used for booking

  • Via Stripe payment processor

  • You do NOT need to provide bank details again

6.2 Refund Timeframes

Processing time (our end): Eligible refunds processed within 24-48 hours. You will receive email confirmation when refund is initiated.

Bank processing time: Credit/debit cards: 5-10 business days. Prepaid cards: Up to 30 days (varies by card provider). Bank/card provider controls this timeframe, not us.

If you don't see refund after 10 business days, check with your bank/card provider first, then contact us at hello@lumierecleaning.co.uk with booking reference.

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7. How to Request a Refund

7.1 For Cancellations Before Service

Log into your account, go to "My Bookings", select booking to cancel, click "Cancel Booking", confirm cancellation. Refund processed automatically based on timeframe.

Or contact us directly:

  • Email: hello@lumierecleaning.co.uk

  • Subject: "Cancellation - Booking #[reference]"

  • Include: Booking reference, reason for cancellation

7.2 For Quality/Service Issues

MUST contact within 24 hours of service:

  • Email: hello@lumierecleaning.co.uk

  • Subject: "Service Issue - Booking #[reference]"

  • Include: Booking reference number, date of service, specific issues/concerns, photos (strongly recommended), your preferred resolution

 

8. Payment Processing Fees

8.1 Why We Charge 5% Processing Fee on Some Refunds

For cancellations made more than 48 hours before service, we deduct a 5% processing fee because payment processors (Stripe) charge us fees when you pay, these fees are NOT refunded to us when we refund you, and the 5% covers our actual costs (we do not profit from this).

8.2 When NO Processing Fee Is Charged

We do NOT charge processing fees when Service Provider cancels, we cannot fulfill your booking, we offer a refund for quality issues, or any situation that is our fault or Service Provider's fault.

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9. Disputes and Chargebacks

9.1 Please Contact Us First

Before initiating a chargeback with your bank, please contact us. Most issues can be resolved quickly through communication. Chargebacks damage our relationship with payment processors. Chargebacks may result in account suspension.

9.2 If You Initiate a Chargeback

If you dispute a charge with your bank/card provider without contacting us first, your account may be suspended pending investigation, we will provide evidence to your bank/card provider, if chargeback is found to be unjustified you may be liable for costs, and future bookings may require upfront payment or deposit.

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10. Partial Services

10.1 Service Interrupted or Incomplete

If service is interrupted or incomplete due to circumstances beyond Service Provider's control:

  • Pro-rata refund based on time/work completed

  • Example: 2-hour booking, only 1 hour completed = 50% refund

  • Must be reported immediately to hello@lumierecleaning.co.uk

 

11. Promotional Credits and Discount Codes

11.1 Refunds on Discounted Bookings

If you used a promotional code or credit, refund is for amount actually paid. Promotional credit/discount is NOT refunded in cash. Credit may be reinstated to your account (at our discretion).

Example: Service cost £100, you used £20 promotional credit, you paid £80. Refund: £80 (minus any applicable processing fee).

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12. Recurring Bookings and Subscriptions

If you have a recurring booking arrangement, each booking is treated separately for refund purposes. Cancel entire recurring schedule: No refunds for future bookings (they simply won't be charged). Cancel individual booking: Standard refund policy applies.

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13. Special Circumstances

13.1 Emergency Situations

We understand emergencies happen: medical emergencies, family emergencies, severe weather preventing access, property emergencies (flooding, fire, etc.).

In genuine emergency situations, contact us as soon as possible, explain circumstances. We will work with you to reschedule or process refund. Decision made case-by-case with compassion.

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14. Consumer Rights (UK)

14.1 Your Statutory Rights

This Refund Policy does not affect your statutory rights under UK consumer law, including Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

You have additional rights if service is not provided with reasonable care and skill, service does not match description, or you were misled about service.

For consumer rights advice:

  • Citizens Advice: citizensadvice.org.uk

  • Trading Standards: tradingstandards.uk

 

15. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page, "Last Updated" date will be revised, material changes will be notified via email, and continued use after changes constitutes acceptance.

 

16. Contact Us

For refund requests, questions, or concerns:

Lumiere Cleaning Ltd

Registered Office: 71-75 Shelton Street, London, England, WC2H 9JQ

Company Number: 16773397

 

Quick Reference Summary

Cancellation Timeframe - Refund Amount:

  • More than 48 hours: Full refund minus 5% processing fee

  • 24-48 hours: 50% refund

  • Less than 24 hours: No refund

  • Client no-show: No refund

  • Service Provider cancels: Full refund (100%)

  • We can't fulfill: Full refund (100%)

  • Quality issues: Case-by-case (re-clean, partial, or full refund)

Refund Processing Time:

  • Our processing: 24-48 hours

  • Bank processing: 5-10 business days

  • Total: Typically 7-12 business days

Quality Issues:

  • Report within 24 hours

  • Email hello@lumierecleaning.co.uk

  • Include booking reference and photos

  • We investigate and respond within 2-3 business days

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