Cancellation & Refund Policy
Safe Let Groups | SafeLetGroups.com | Last updated: 28 March 2026
Please read this policy carefully before booking. Safe Let Groups provides time-sensitive property services—including aerial and satellite removal, solar panel cleaning, end-of-tenancy cleaning, and Legionella assessments—that are often tied to fixed dates. Because last-minute cancellations cause unrecoverable costs, our terms reflect these commitments.
1. Deposits
- A deposit will be required to confirm your booking, with the amount specified in your quotation.
- Deposits are non-refundable once work has started or operatives have been allocated to your booking.
- If we cancel your booking through no fault of your own, your deposit will be refunded in full within 5 working days.
- Paying a deposit or accepting a quotation in writing constitutes your agreement to this policy.
2. Cooling-Off Period (Individual Consumers Only)
If you are an individual consumer, you have a statutory 14-day cooling-off period from the date of booking.
This right is limited or lost if you request services to begin or complete within that 14-day window.
The right to cancel is also limited if the booking relates to a fixed compliance or tenancy deadline to which we have committed resources.
Business customers (agents, managers, or landlords booking for business) do not have a 14-day cooling-off period.
3. Cancellation Charges by Service
If you cancel a booking, the following charges apply based on the notice provided:
Aerial & Satellite Dish Removal
More than 48 hours’ notice: Deposit retained; no further charge.
24 to 48 hours’ notice: Deposit retained plus 35% of the remaining balance.
Less than 24 hours’ notice: Deposit retained plus 60% of the remaining balance.
No access on arrival: Full visit fee payable.
Solar Panel Cleaning
More than 48 hours’ notice: Deposit retained; no further charge.
24 to 48 hours’ notice: Deposit retained plus 25% of the remaining balance.
Less than 24 hours’ notice: Deposit retained plus 50% of the remaining balance.
No access on arrival: Full visit fee payable.
End-of-Tenancy Cleaning
More than 72 hours’ notice: Deposit retained; no further charge.
24 to 72 hours’ notice: Deposit retained plus 50% of the remaining balance.
Less than 24 hours’ notice or no access on arrival: Full invoice value payable.
Legionella Risk Assessments and Water Safety Testing
More than 5 working days’ notice: Deposit retained; no further charge.
2 to 5 working days’ notice: Deposit retained plus 35% of the remaining balance.
Less than 2 working days’ notice: Deposit retained plus 75% of the remaining balance.
No access on arrival: Full assessment fee payable.
4. Service Issues & Disputes
If you are dissatisfied with a service, you must notify us in writing within 24 hours for end-of-tenancy cleans or 7 days for other services. You must provide evidence (photographs) and allow us the opportunity to inspect and remedy the issue before pursuing other remedies.
Refunds are not issued if we are not given a chance to fix the issue or if the complaint arises after a property has been re-occupied.
Disagreement with the professional findings of a Legionella report does not entitle you to a refund.
5. Refund Process
Agreed refunds are returned to the original payment method.
Processing is completed within 10 working days of written confirmation.
Cash refunds are not available.
Contact Us:
Email: info@safeletgroups.com
Website: www.SafeLetGroups.com
