Cancellation & Refund Policy

This policy forms a part of the main Terms of Service. Please read it carefully to understand your rights and obligations regarding booking cancellations and refunds.

Financial PolicyLast Updated: 13 July 20256 min read

Table of Contents

Policy Overview

Our cancellation policy is designed to be fair to both customers and service providers, balancing flexibility with reliability. Different rules apply depending on who cancels and when.

1. User Cancellations

Users may cancel a booking according to the following timeframes:

More than 12 hours before the booking slot

A User may cancel their booking and receive a full refund to their original payment method.

Less than 12 hours before the booking slot

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

• 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
• The Washer will be liable to pay a penalty equivalent to the full price of the cancelled booking
• An additional penalty fee of £10 will be applied
• 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.

Three Strike Policy:

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

Processing Method

All refunds are processed securely through Stripe back to the original payment method.

Processing Time

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.

Processing Delays

Neighbourhood Wash is not responsible for any delays caused by banks or payment processors.

Refund Timeline

Immediate: Refund initiated in our system

1-3 days: Processing by Stripe

5-10 days: Appears on your statement

4. Exceptional Circumstances

Discretionary Exceptions

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.

Important Notes:

• Any such exceptions will be considered on a case-by-case basis
• Exceptions do not set a precedent for future situations
• Evidence may be required to support exceptional circumstances

Examples of Exceptional Circumstances

• Severe illness or medical emergency
• Family bereavement
• Natural disasters or extreme weather conditions
• Public transport strikes or major disruptions
• Other unforeseen circumstances beyond reasonable control

Need Help with a Cancellation?

If you need to cancel a booking or have questions about our cancellation policy, please contact us:

Email: team@neighbourhoodwash.com

Response Time: Within 24 hours