Refund Policy (Services)

This policy applies to the cleaning services provided by Home Clean Cph to consumers in Denmark (Greater Copenhagen). It does not apply to the sale of goods, as we do not sell physical products.

1) Scope

Refunds relate to service fees you paid for bookings made on our website or by message. We do not have “returns” or “shipping”, because we only provide services at your address.

2) Statutory right of withdrawal (14 days)

If you are an EU/EEA consumer, you have the legal right to withdraw within 14 days from the date the service contract is concluded (booking confirmation). How it works:

• Before we start: full refund.
• After we start (at your express request): you pay a proportionate amount for the work already performed up to the time you informed us; the remainder is refunded.
• After the service is fully performed: you lose the right of withdrawal.

How to withdraw: email support@homecleancph.com. You may also use our withdrawal form. Full legal details are in our Terms of Service.

3) Our commercial reschedule/cancellation policy

• Free reschedule/cancellation if you contact us ≥ 48 hours before the appointment.
• 50% charge for changes/cancellations < 48 hours before the appointment.
• 100% charge for same-day cancellations or no-show / no access at the property.

This policy applies when the 14-day withdrawal period has expired or does not apply. If you exercise the statutory withdrawal after we started at your request, the proportionate amount rule (section 2) applies.

4) Quality issues

If something is not as expected, contact us within 24 hours of the service. We will assess a re-clean or a fair solution. Please provide your booking number, address, and photos where relevant.

5) How refunds are issued

• Refunds are made using the same means of payment used for the booking, unless agreed otherwise.
• Once approved and processed by us, your bank or payment provider may take 5–10 business days to show the funds (their timeline may vary).
• If you paid via a “pay-later” provider (e.g., Klarna), refunds are handled through that provider and may take additional time according to their terms.

6) Proportionate amount (when we already started)

When you withdraw after asking us to start within the 14-day period, or when partial service has been provided, we calculate the proportionate amount based on the work already performed (e.g., time spent at the agreed rate and any unavoidable costs actually incurred). We will always explain our calculation on request.

7) Non-refundable items/fees

• Services fully performed (where the right of withdrawal no longer applies).
• Third-party costs already incurred at your request (e.g., special parking or access fees), where applicable.
• Gift cards or vouchers (if/when offered), except where required by mandatory law.

8) How to request a refund

Email support@homecleancph.com with: full name, booking number, service address, appointment date/time, and your reason (withdrawal / cancellation / quality issue). We will confirm reception and next steps.

9) Complaints

If we cannot resolve your complaint, consumers in Denmark may use the official portal: Nævnenes Hus – Mæglingsteamet for Forbrugerklager via Klageportalen.

10) Nothing here limits your legal rights

Nothing in this policy limits your statutory consumer rights under Danish/EU law.