Cancellation & Refund Policy
Last Updated: 13 July 2025
This policy forms a part of the main Terms of Service. Please read it carefully.
1. User Cancellations
Users may cancel a booking according to the following timeframes:
More than 12 hours before
A User may cancel their booking and receive a full refund to their original payment method.
Less than 12 hours before
Cancellations made within this window are not eligible for a refund. This is to compensate the Washer for the reserved time slot they can no longer fill and for any preparation they may have undertaken.
2. Washer Cancellations
Washers may cancel a booking, but different conditions and penalties apply depending on the timing:
Cancellation more than 12 hours before the booking slot
If a Washer cancels a booking more than 12 hours before the scheduled drop-off time, the User will receive a full and automatic refund. No penalty will be applied to the Washer's account.
Cancellation within 12 hours of the booking slot
If a Washer cancels a booking within 12 hours of the scheduled drop-off time, the User will receive a full and automatic refund. In addition, the Washer will be liable to pay a penalty equivalent to the full price of the cancelled booking, plus an additional penalty fee of £10. This amount will be deducted from the Washer's earnings wallet or charged to their linked payment method.
Repeated Cancellations
A "marker" will be applied to a Washer's profile for each cancellation within the 12-hour window. If a Washer accumulates three (3) such markers within a 6-month period, their account status will be reviewed, and they may face temporary suspension or permanent termination from the Platform at our sole discretion.
3. Refund Processing
- • All refunds are processed securely through Stripe back to the original payment method.
- • Once initiated, refunds may take 5-10 business days to appear on your bank or credit card statement, depending on your bank's processing times.
- • Neighbourhood Wash is not responsible for any delays caused by banks or payment processors.
4. Exceptional Circumstances
Neighbourhood Wash reserves the right to make exceptions to this Cancellation & Refund Policy in cases of genuine emergency or extenuating circumstances (e.g., severe illness, unforeseen events), at our sole discretion. Any such exceptions will be considered on a case-by-case basis and do not set a precedent. Evidence may be required.
Summary Table
| Cancellation Type | Timing | User Refund | Washer Penalty |
|---|---|---|---|
| User Cancellation | >12 hours before | Full refund | N/A |
| User Cancellation | <12 hours before | No refund | N/A |
| Washer Cancellation | >12 hours before | Full refund | No penalty |
| Washer Cancellation | <12 hours before | Full refund | Booking price + £10 |
Related Policies
Questions About This Policy?
If you have any questions about our cancellation and refund policy, please contact us at:
Email: team@neighbourhoodwash.com