How cancellations, rescheduling, deposits, and related charges are handled.
This Cancellation Policy ("Policy") applies to Bookings made with McKegney Property Maintenance ("we", "us", "our"). It forms part of our contract with you together with our Terms & Conditions.
Contact for cancellations or rescheduling: hello@mckegney.co.uk
Last updated: 18 April 2026
By making a Booking after this date, you confirm acceptance of the version of this Policy in force at the time we confirm your Booking.
1. Definitions
1.1 Booking means your request to reserve a date and/or time slot for services.
1.2 Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
1.3 Business Customer means a customer acting for purposes relating to their trade, business, craft or profession, including landlords, agents and companies.
1.4 Slot means the time window reserved for your Booking, for example AM, PM, or Evening.
1.5 Quote means the agreed price, or agreed price basis, for the booked work.
1.6 Non-recoverable costs means costs we cannot reasonably recover following cancellation, for example non-returnable special-order items, opened consumables purchased specifically for your job, delivery charges, restocking charges, or third-party charges incurred for your Booking.
1.7 Distance Contract means a contract concluded without any face-to-face meeting between you and us, for example by website, phone, email, text, WhatsApp, or social messaging.
2. How to Cancel or Reschedule
2.1 To cancel or reschedule, you must notify us as soon as possible by email to hello@mckegney.co.uk or by the same messaging channel you used to book, where applicable.
2.2 Your cancellation or reschedule request takes effect when it is actually received by us through an agreed communication channel and is sufficiently clear to identify the Booking you wish to cancel or reschedule.
2.3 Please include your name, job address or postcode, and Booking date or time.
3. Consumer Right to Cancel (Distance Contracts for Consumers)
3.1 If you are a Consumer and the Contract is a Distance Contract, you usually have the legal right to cancel the Contract within 14 days beginning on the day after the Contract is made, without giving any reason.
3.2 If you cancel under this legal right before any Services have started, we will refund payments received for the cancelled Services within 14 days of receiving your cancellation notice, subject to clause 3.3.
3.3 If, at your request, we begin supplying the Services during the 14-day cancellation period and you then cancel during that period, you must pay us an amount which is proportionate to the Services supplied up to the time we receive your cancellation notice. This may include, where reasonably and properly incurred for your Booking, time spent on planning, sourcing, procurement, travel, attendance, and any Services already performed.
3.4 If, at your express request, the Services are fully performed during the 14-day cancellation period, you will lose your statutory right to cancel once the Services have been fully performed.
3.5 This section applies only to Consumers. Business Customers do not have a statutory 14-day cooling-off right.
4. Cancellation and Rescheduling Charges
4.1 This section applies where:
- (a) you are a Business Customer; or
- (b) you are a Consumer cancelling after any applicable statutory cooling-off period has ended; or
- (c) you are cancelling a Booking which is not covered by a statutory cancellation right.
4.2 Any cancellation or rescheduling charge under this section is intended to reflect a reasonable contribution to the loss caused by the cancellation or rescheduling, including reserved time, administrative costs, and lost opportunity, less any loss we reasonably avoid, for example by filling the Slot. Consumer cancellation charges and retained deposits must be fair and should reflect actual loss rather than operate as a penalty.
4.3 Unless we agree otherwise in writing, the following charges will normally apply as a guide to our likely loss:
- (a) more than 48 hours' notice: no cancellation charge;
- (b) 48 to 24 hours' notice: up to 25% of the Quote price;
- (c) less than 24 hours' notice: up to 50% of the Quote price;
- (d) same-day cancellation or no-show: up to 100% of the Quote price reserved for the Slot.
4.4 For Consumers, any charge under clause 4.3 will not exceed the amount reasonably necessary to reflect the loss directly caused by the cancellation or rescheduling, taking into account whether the Slot was re-filled, the notice given, the work reserved, and costs actually incurred.
4.5 Where the Booking is based on an Estimate or price range rather than a fixed Quote, we will calculate any charge using a reasonable assessment of the labour, time, and slot value reserved.
4.6 Where Materials costs have already been incurred, those are dealt with separately under section 5.
4.7 Rescheduling with more than 48 hours' notice will normally not incur a charge and the Booking will be moved to a new agreed date or time. Rescheduling with less than 48 hours' notice may be charged on the same basis as cancellation under this section, unless we agree otherwise in writing.
4.8 Where there is a pattern of repeated cancellations or rescheduling which materially affects our ability to manage bookings fairly, we may require a deposit for future Bookings and/or decline future Bookings.
5. Materials and Non-Recoverable Costs
5.1 If we have already purchased Materials for your job, you must pay any Non-recoverable costs properly incurred for your Booking, in addition to any other amount lawfully payable under this Policy, provided there is no double recovery for the same loss.
5.2 Where Materials are returnable and we can reasonably return them, we will do so and only charge you the costs we cannot recover, for example delivery charges or restocking fees where they apply.
5.3 If you have asked us to purchase special-order, made-to-measure, personalised, or non-returnable items, you will be responsible for those costs once ordered.
6. Deposits
6.1 We may request a deposit for some Bookings, for example where time is reserved or Materials are required. If a deposit applies, we will tell you before payment is taken.
6.2 Any deposit requested will be reasonable and proportionate to the time, commitment, and anticipated costs involved in the Booking.
6.3 If you cancel and a refund is due, we will refund the deposit minus any amounts properly due under this Policy, for example Non-recoverable costs and any applicable cancellation charge.
6.4 If you reschedule, we may carry a deposit forward to the rescheduled Booking unless we agree otherwise.
6.5 A deposit is not automatically forfeited on cancellation. We will only retain or apply so much of the deposit as is properly due under this Policy. Fairness of retained deposits is assessed by reference to actual loss and reasonableness.
7. Missed Appointments, Access Problems, and Waiting Time
7.1 If we attend and cannot gain access, cannot safely start, or cannot proceed due to conditions outside our control, including because you are not present, access details do not work, the work area is not safe or available, customer-supplied items are missing, or the job materially differs from what was described, we may charge on the same basis as a same-day cancellation or no-show to the extent reasonable, and may also recover any Non-recoverable costs.
7.2 We will normally wait up to 15 minutes from the start of the agreed arrival window and make at least one attempt to contact you by phone or message. If access is not obtained within that time, we may leave and the Slot may be treated as a same-day cancellation under clause 4.3.
7.3 If we are kept waiting beyond a reasonable period because access, instructions, approvals, or customer-supplied items are not available when reasonably needed, we may charge reasonably for wasted time.
8. Partial Completion and Mid-Job Cancellation
8.1 If you cancel after we have commenced work, including during any statutory cooling-off period where early commencement was requested, or if the Contract is terminated for any reason, you must pay for all work properly carried out and time properly spent up to the point of cancellation or termination, plus any Non-recoverable costs already incurred, subject always to your statutory rights if you are a Consumer.
8.2 Payment for partial work will be calculated on a reasonable and proportionate basis, taking into account the time spent, work completed, Materials used or purchased, and any other costs properly incurred for your Booking.
9. When We Cancel or Reschedule
9.1 We may need to cancel or reschedule due to events outside our reasonable control, for example illness, emergencies, severe weather, supplier delays, traffic disruption, or an earlier job overrunning.
9.2 If we cancel or reschedule, we will offer you either:
- (a) the next available suitable Slot, with priority where reasonably possible; or
- (b) a refund of any deposit or advance payment paid for the affected Booking, unless you prefer to carry it forward.
9.3 We will make reasonable efforts to provide as much advance notice as possible where we need to cancel or reschedule.
9.4 Except where required by law, we are not liable for any indirect or consequential loss arising from a cancellation or reschedule under this section.
10. Payment of Cancellation Charges
10.1 Where a cancellation charge and/or Non-recoverable costs are payable under this Policy, we will notify you of the amount due and provide payment details.
10.2 Unless we agree otherwise in writing, any cancellation charge must be paid within 7 days of our request, and in any event before any rebooking is confirmed.
10.3 Cancellation charges may be paid by bank transfer or card payment, where available. Cash payments are accepted only by prior agreement.
10.4 If you have paid a deposit, we may deduct any cancellation charges and Non-recoverable costs properly due under this Policy from that deposit and only refund any balance due.
10.5 If cancellation charges or Non-recoverable costs are not paid by the due date, the late payment provisions in our Terms & Conditions apply, depending on whether you are a Business Customer or Consumer.
11. Refunds
11.1 Where a refund is due, we will usually make it using the original payment method, or by bank transfer if agreed.
11.2 Where a statutory cancellation right applies under section 3, any refund due will be processed within the period required by law.
11.3 For all other refunds, we will process them within a reasonable time.
12. Disputes About Cancellation Charges
12.1 If you believe a cancellation charge or any other charge under this Policy is incorrect, please follow the complaints process set out in the Terms & Conditions.
12.2 If you believe a charge under this Policy is incorrect, you should raise the dispute in writing within 7 days of being notified of the charge, setting out the specific amount disputed and your reasons, so that the matter can be reviewed promptly. This does not remove any statutory rights or prevent you from raising a genuine dispute after that time.
13. Model Cancellation Notice (Consumers)
13.1 If you are a Consumer and you want to cancel under your legal right to cancel, you may use the wording below. However, you are not required to use this form and any clear written statement that you wish to cancel the Contract is sufficient.
To: McKegney Property Maintenance (Email: hello@mckegney.co.uk)
I hereby give notice that I cancel my contract for the supply of the following services: [describe service/job]
Contract made on: [date]
Booked date/time (if applicable): [date/time]
Name: [your name]
Address (job address): [address]
Email/phone used to book: [email/phone]
Date: [date]
End of Cancellation Policy