You can reschedule or cancel free of charge up to 24 hours before your booked time, from your dashboard or by contacting us.

• Changes made less than 24 hours before the booking may attract a fee of up to 50% of the booking value.
• If our team arrives and cannot access the property, up to 100% of the booking value may be charged.

If you are not happy with any area we cleaned, let us know within 24 hours with photos. We will return to re-clean the affected areas at no extra cost.

• Full refund if Veluxe cancels or cannot deliver your confirmed booking.
• Full refund for cancellations made 24 hours or more in advance.
• Partial refunds may be offered where a re-clean is not possible.
• Approved refunds are paid to the original payment method or bank account within 7–10 working days.

Occasionally we may need to propose a new time due to team availability, weather or emergencies. You may accept the new time or cancel for a full refund.