ProCleanerUK

Cancellation & Refund Policy

ProCleanerUK Refund Policy

Last updated: 01 January, 2025

Introduction

ProCleanerUK Limited (“we”, “us”, “our”) is committed to providing quality service and customer satisfaction. This Refund Policy is designed to ensure transparency and fairness in our subscription service transactions. By subscribing to our services, you agree to the terms outlined in this policy. This policy applies to all users globally, including those in the United Kingdom (UK), European Union (EU), United States (US), and other international locations.

1. Our Subscription Services

ProCleanerUK Limited offers subscription-based services, typically billed on a monthly or annual basis. By subscribing to our services, you agree to the terms outlined in this Refund Policy.

2. Free Trial Period

28-Day Free Trial: New customers are eligible for a 28-day free trial. During this period, you will not be charged. If you cancel your subscription before the end of the 28-day trial, you will not be billed.

Payment Processing: Payment is only processed on the day following the end of your free trial period (e.g., the 29th day if you do not cancel within the 28-day trial).

3. Refund Eligibility & Policy

General Non-Refundable Policy: Once an initial subscription payment is processed, we generally do not offer refunds. This includes:

  • Refunds for partial months or unused periods of service.
  • Refunds for unused months/years with an active account if you choose to cancel before the end of your current paid term.
  • Refunds for upgrade/downgrade fees already applied.

Statutory and Consumer Rights (UK/EU Users):

  • For users in the UK and European Union, certain statutory consumer rights may apply, including a 14-day “cooling-off period” for digital services purchased online. If you are eligible and cancel within this statutory period under applicable law, you may be entitled to a refund. Your period starts from the day you start the free trial.
  • If our service is materially defective and we are unable to resolve the issue after a reasonable attempt, you may have legal rights to a refund under UK or EU consumer protection laws.
  • This policy does not affect your statutory rights.

Service Issues: If you experience any issues with our service, please contact us immediately at [email protected]. We are committed to working diligently to resolve any problems and ensure your satisfaction in accordance with our Terms of Service. Refunds outside the above-stated conditions are at the sole discretion of ProCleanerUK Limited.

4. Cancellation Policy

Monthly Subscriptions: You may cancel your monthly subscription at any time. Your subscription will remain active and you will have access to the service until the end of your current monthly billing period, after which it will not renew.

Annual Subscriptions: You may cancel your annual subscription at any time. Your subscription will remain active and you will have access to the service until the end of your current annual billing period, after which it will not renew.

No Obligation to Notify: You are solely responsible for cancelling before the end of your 28-day free trial, or before any subsequent renewal date, if you do not wish to be charged. We are under no obligation to notify, warn, or remind you before your trial ends or before any charge is taken, and the absence of any such notification does not entitle you to a refund.

Proof of Cancellation: You are responsible for confirming that your cancellation has been completed. In the event of a billing dispute, a cancellation will only be recognised as valid if you can provide one of the following:

  • (a) confirmation via the Delete Account option inside your Account Settings,
  • (b) a dated email to or from us confirming cancellation,
  • (c) a dated text message,
  • (d) a recording of a phone call in which cancellation was requested and confirmed,
  • (e) a webchat transcript confirming cancellation, or
  • (f) any other communication made to us in writing confirming cancellation.

Believing you had cancelled, or an intention to cancel that was not carried out or confirmed through one of these channels, does not constitute a valid cancellation and will not entitle you to a refund.

Account Suspension or Termination: ProCleanerUK reserves the right to suspend or terminate your account and refuse any and all current or future use of the Service if we determine, in our sole discretion, that you have violated our Terms of Service or misused the Service. In such cases, no refund will be provided.

5. Downgrading and Plan Changes

Downgrading: If you choose to downgrade your subscription plan, the changes will take effect at the start of your next billing cycle. Your current plan features will remain active for the remainder of the current billing period.

Upgrading: If you choose to upgrade your subscription plan, the new rate will be charged immediately (or pro-rated, depending on the system), and the new plan features will be available immediately.

6. How to Cancel Your Subscription

Cancellation is done by deleting your account, and can only be performed by the account administrator. To cancel:

  1. Log in to your ProCleanerUK account as the account administrator. This option is not available to staff or manager logins.
  2. Navigate to Settings, then select the My Account tab.
  3. Scroll to the Danger Zone section at the bottom of the page.
  4. Click Delete Account and follow the on-screen confirmation to complete the process.

Deletion is immediate and irreversible. There is no separate “cancel and keep access until the end of the billing period” option — deleting your account permanently removes all account data and removes your saved card details from our payment processor (Stripe) immediately. If you want to stop future billing but are not yet ready to lose your data, contact us at [email protected] before deleting your account.

7. Changes to This Refund Policy

ProCleanerUK reserves the right to modify this Refund Policy at any time. We will notify subscribers of any significant changes by posting the new Refund Policy on this page, and by updating the “Last updated” date. We may also provide direct notification (e.g., via email) for major changes. You are advised to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the new terms.

8. Contact Us

If you have any questions about this Refund Policy, please contact us: