Your 14-day cancellation right
Where the Consumer Contracts Regulations apply, you normally have 14 days from the day after the contract is made to cancel without giving a reason. To exercise the right, send DoneBene a clear statement before the period expires. You may use the model form below, but you do not have to.
This is a cooling-off period after booking, not a requirement to book 14 days ahead. You can request an earlier visit using the early-start arrangements below. Our separate appointment policy asks for 24 hours’ notice and does not replace your statutory rights.
If you want the service to start within 14 days
After providing the required cancellation and proportionate-payment information, DoneBene will obtain three separate, unticked confirmations on a durable medium before starting:
- I expressly request DoneBene Ltd to begin the agreed service before the 14-day cancellation period ends.
- I understand that, if I cancel after the service has begun, I may have to pay a proportionate amount for the service supplied up to cancellation, calculated from the agreed total price or, if that price is excessive, the market value.
- I acknowledge that I will lose my statutory right to cancel once DoneBene has fully performed the service.
Each visit is a separately accepted booking, including when a weekly or fortnightly schedule is preferred. Its applicable statutory cancellation period starts from that booking’s formation. Full performance ends the cancellation right only where the required express request, information and acknowledgement are valid. If those conditions are missing, DoneBene will not charge a prohibited amount for performance during the cancellation period. Without a valid early-start request, the service starts after the applicable cancellation period.
Changing or cancelling your visit
Plans change — please tell us as soon as you can. Your applicable 14-day cooling-off right comes first. Cancel before cleaning starts during that period for a full refund, even with less than 24 hours’ notice. Paying or asking for an early visit does not by itself waive that right. After a valid early start, only the lawful proportionate amount for work already supplied may be payable.
Outside those rights, here is our appointment policy. Notice is measured back from the scheduled arrival time or the start of your agreed arrival window.
- At least 24 hours before arrival: cancel for a full refund. You can also ask to reschedule free of an appointment charge, subject to availability. If we cannot agree another date, you may cancel for a full refund.
- Less than 24 hours before arrival: a cancellation or request to move the visit may incur a charge for our unavoidable, evidenced net loss only, capped at 50% of your booked minimum price. The same rule applies to an access failure you are responsible for. The maximum is £28.35 for weekly or fortnightly Standard, £51.80 for Deep, or 50% of the quoted minimum for One-off Standard. Your offer states the exact maximum in pounds before you accept. Add-ons do not increase it.
- No automatic fee: we deduct costs saved and replacement income and try reasonably to refill the slot. There is no charge if we are at fault or refill it, and no double recovery. We explain any deduction before retaining it from your advance payment and refund the balance within 14 days.
Email hello@donebene.co.uk, call 020 3488 7814, or message WhatsApp on 07511 161688. For the commercial cutoff, your email or WhatsApp message counts when sent to our stated address or number, and a phone or voicemail notice when given; no acknowledgement is needed. The statutory notice rules remain unaffected. Each weekly or fortnightly visit is a separate booking. See clauses 13–16 of the Customer Terms.
Refunds and DoneBene cancellations
If you cancel validly within the statutory cooling-off period before work starts, we refund any payment received for that visit. If you validly requested an early start and work has begun, only the lawful proportionate amount may be deducted. For an appointment cancellation outside those rights, we refund the advance payment less any lawful charge explained above. These refunds are made without undue delay and within 14 days after we are informed of cancellation, using the original payment method unless you expressly agree otherwise, with no refund fee. If DoneBene cancels, we refund work not supplied within 14 days of cancellation. You do not have to accept credit or rebooking. The Customer Terms explain unused paid time, overpayments and service remedies.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract. The Booking ID, service address and visit date are optional and help us identify the booking; you may omit them.
To: DoneBene Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
Telephone: 020 3488 7814. Email: hello@donebene.co.uk.
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service: __________________________________________________
Ordered on: _______________________________________________
Name of consumer(s): ______________________________________
Address of consumer(s): ___________________________________
Signature of consumer(s) (only if this form is notified on paper):
__________________________________________________________
Date: ____________________________________________________
Optional booking details: Booking ID, service address or visit date: __________________________________________
You can cancel by calling 020 3488 7814, writing to the postal address above, emailing hello@donebene.co.uk, or sending a clear WhatsApp message to 07511 161688. A booking reference and a particular form are optional. For statutory cancellation, sending your clear communication before the period ends is sufficient; a notice given by telephone counts when communicated. You do not need our permission or acknowledgement. Keep evidence where reasonably possible and do not send card details or sensitive documents.
