Cancellation & Refund Policy
Last updated: May 2026
Fair rules for both you and the operator. Because RouteClub coordinates routes, late cancellations affect other neighbours on the same day.
1. Cancelling your booking
- More than 48 hours before your scheduled slot — full refund.
- 24–48 hours before — 50% refund (covers the operator's allocated time on the route).
- Less than 24 hours before, or no-show — no refund.
To cancel, use the link in your confirmation email or contact hello@routeclub.co.uk.
2. Rescheduling
You can reschedule once free of charge if you give us more than 24 hours' notice. Further reschedules may be treated as a cancellation under section 1.
3. Weather and route changes
If the operator or RouteClub need to reschedule due to weather, safety or route changes, we will offer the next available slot at no extra cost. If no suitable slot can be agreed within 14 days, you'll get a full refund.
4. Quality issues
If you're not happy with the work, contact us within 7 days with photos. We will mediate with the operator and one of the following will usually apply:
- A return visit to put the issue right (most common).
- A partial refund proportionate to the issue.
- A full refund in rare cases where the work was not delivered.
5. Out of scope
Refunds are not available for:
- Pre-existing damage exposed by the cleaning process (see Terms, section 7).
- Surfaces that the customer confirmed were suitable but turned out not to be (see Terms, section 8).
- Issues caused by inaccurate access information, locked gates or no water/power supply on site.
6. How refunds are paid
Refunds are returned to your original payment method, usually within 5–10 business days.
7. Statutory rights
Nothing in this policy affects your statutory rights as a UK consumer.