Cancellation & Refund Policy

1. About this policy

BrightPane provides residential window cleaning services for homes and small properties in the surrounding local area.

This policy applies to bookings made through the BrightPane website or arranged directly with BrightPane.

We aim to keep cancellation and refund arrangements straightforward and reasonable, while taking into account the time reserved for each appointment.

2. Cancelling a booking

If you need to cancel a booking, please contact BrightPane as soon as possible using the contact details at the end of this policy.

More than 24 hours before the appointment

Where a booking is cancelled more than 24 hours before the agreed appointment time, BrightPane will normally offer either a rescheduled appointment or a refund where a payment has already been made and a refund is appropriate.

Within 24 hours of the appointment

Where a booking is cancelled within 24 hours of the agreed appointment time, please contact us as soon as possible. Depending on the circumstances and whether the appointment time can be reasonably reallocated, BrightPane may offer a suitable alternative appointment or refund.

We will consider the circumstances of each request rather than applying an automatic charge in every situation.

3. Changing an appointment

If you cannot attend or need to change the preferred date, please contact BrightPane as early as possible.

Where another suitable appointment is available, we will normally try to rearrange the booking rather than requiring a new booking.

Changes are subject to local availability and the appointment schedule at the time of the request.

4. If BrightPane needs to change an appointment

On occasion, an appointment may need to be moved because of circumstances affecting the planned service.

If BrightPane needs to rearrange a confirmed appointment, we will contact you and offer an alternative suitable appointment where possible.

If an alternative appointment cannot be arranged and a payment has already been made, an appropriate refund will be provided.

5. Access and property information

Customers are asked to provide accurate property and access information when making a booking.

If the service cannot reasonably be completed because the property is inaccessible, required access is unavailable, or the property differs materially from the information provided, BrightPane may need to rearrange the appointment or discuss the available options with the customer.

Where a service has not been carried out, we will consider whether a refund or rearranged appointment is appropriate based on the circumstances.

6. Services that cannot be completed

Window cleaning depends on the property, access and conditions present at the time of the appointment.

If BrightPane cannot safely or reasonably complete the agreed service, we will explain the situation and discuss whether the appointment can be rearranged or whether a refund is appropriate.

Where only part of an agreed service has been completed, the circumstances will be reviewed before deciding whether any partial refund or alternative arrangement is appropriate.

7. Service concerns

If you have a concern about a completed window cleaning service, please contact BrightPane promptly and explain what happened.

Where appropriate, we may ask for additional information about the service or the areas concerned so that we can understand the issue properly.

Depending on the circumstances, we may offer a return visit, arrange an appropriate correction or discuss another suitable resolution.

8. Refunds

Where a refund is approved, it will normally be returned using the original payment method used for the booking.

After BrightPane processes the refund, the time for the money to appear in your account can depend on the payment provider and your bank.

In most cases, customers should allow up to 5 working days after the refund has been processed for the amount to appear in the original account.

If a refund has been confirmed by BrightPane but has not appeared after this period, please contact us so that we can check the relevant transaction details.

9. Refund process

10. How to request a cancellation or refund

To request a cancellation, appointment change or refund, please provide your name, booking details and a short explanation of the request.

Providing the original booking information helps us locate the relevant service quickly and respond more efficiently.

11. Contact BrightPane

If you have a question about a booking, cancellation, appointment change or refund, please contact us directly.