mmarvellous - keeping your home, clean
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020 8941 2791

Refund Policy

Applicable agency fees will be refunded under certain conditions, namely:

  • The client or housekeeper will be away for a period of 4 weeks or more, and no cover is wanted (e.g. extended holidays, renovations or illness)
  • Housekeeper calls in sick or goes on holiday and Mmmarvellous is unable to provide cover within three working days of your normal cleaning day. (The client must inform us of the absence and need for cover.)
  • The office must be notified prior to service stopping, and when service resumes. When the housekeeper restarts, forward a copy of the Housekeepers Earnings Receipt Form so the refund can be organized.

Refunds will NOT be given under the following circumstances:

  • Holidays, trips or other requested breaks in service of less than 4 weeks.
  • We provide a replacement housekeeper within 3 working days, but you refuse the service.
  • You decide on short notice not to have your housekeeper come to work. (While there are times that this is necessary, cancelling on short notice inconveniences the housekeeper and puts them out of pocket. We ask that avoid doing this unless absolutely necessary.)
  • We are not informed prior to the break in service (also applicable to holidays.)
  • We are not informed of a missed clean before or as soon as it occurs.

The Refund claims process is as follows:

  • Completed HER form must be sent to our office, so we can calculate the amount of refund due.
  • Refunds are processed within 14 days of our receiving complete information from the client.
  • Refunds are paid directly into your bank account, please provide the correct sort code and account number for this to take place.
  • If a refund is issued on receipt of an HER form, an administration fee of £2.50 for bank transfers or £4.00 for cheque refunds will be deducted.

Additional one of charges

The agency fees you pay will cover the insurance cover and day to day management of your housekeeper. At times the company may have to make additional one off charges in relation to:-

  • Late payment of standing orders
    COST: 15% interest compounded weekly until payment is made.
  • Upon cancellation of your regular cleaning service, standing order not cancelled and we have to make a refund:
    COST: £27.50 for refunding each standing order.

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