Service Cancellation & Refund Policy

What this policy covers

This policy applies to agreed services provided or coordinated by DAMEN LIMITED, including residential property management, communal cleaning, grounds maintenance, property inspections, routine repair coordination and contractor liaison.

The specific services, frequency, scope and arrangements are agreed before ongoing work begins.

Requesting a service cancellation

A request to cancel an ongoing service or scheduled visit should be made by email or telephone using the contact details published on this website.

The cancellation request should identify the property, the relevant service and, where applicable, the scheduled date of attendance.

DAMEN LIMITED will normally acknowledge a written cancellation request within 1 business day.

• Cancellation requests received before the applicable notice period will normally be accommodated.
• Short-notice cancellation requests will be considered where practical.
• A service that has already been completed cannot normally be cancelled retrospectively.
• Where a third-party contractor has already been arranged, cancellation may be subject to the contractor’s applicable arrangements.

Cancellation notice periods

The following notice periods are intended to provide sufficient time to adjust schedules and avoid unnecessary attendance.

Cancellation of scheduled visits

If a scheduled cleaning visit, grounds maintenance visit, inspection or maintenance appointment needs to be cancelled, the relevant property contact should notify DAMEN LIMITED as soon as possible.

Where cancellation is received at least 24 hours before the scheduled attendance, DAMEN LIMITED will normally attempt to rearrange the visit or apply the agreed cancellation arrangement.

Where a cancellation is received less than 24 hours before attendance, the visit may already have been allocated to staff or a contractor. In these circumstances, any refund or credit will depend on whether costs have already been incurred.

Prepaid services

Where a service arrangement has been paid for in advance, any unused portion may be considered for refund where the service has been cancelled before the relevant work has been carried out.

The amount available for refund will take account of services already completed and any reasonable costs that have already been committed in connection with the cancelled arrangement.

When a refund may be available

A refund may be considered where payment has been received for a service that has not been provided and there is no reasonable outstanding cost associated with the cancelled arrangement.

A refund may also be considered where an agreed service cannot reasonably be provided by DAMEN LIMITED and an alternative arrangement has not been agreed.

Refunds are not normally available for services that have already been completed in accordance with the agreed scope.

• Unused prepaid service time may be eligible for refund.
• Completed visits or completed services are normally excluded.
• Amounts already paid to or committed to third-party providers may affect the refundable amount.
• Where a service can reasonably be rearranged, a new service date may be offered instead of a refund.

How refunds are made

Where a refund is approved, it will normally be returned using the same payment method used for the original payment, where that method supports a return.

We do not normally provide cash refunds for services originally paid electronically.

If the original payment method is no longer available or cannot receive the refund, DAMEN LIMITED will contact the relevant customer to agree an appropriate alternative method.

Refund processing time

Once a refund has been approved, DAMEN LIMITED will normally process it within 5 business days.

Partial refunds

Where only part of an agreed service has been completed, a partial refund may be considered for the unused portion.

The calculation may take into account:

• Services or visits already completed.
• Work already carried out.
• Scheduled resources already used.
• Reasonable third-party costs already incurred.
• Any other agreed service element already delivered.

The amount of any partial refund will be communicated before the refund is processed where the calculation requires clarification.

Contractor and third-party arrangements

Some maintenance requirements may involve external contractors or specialist service providers.

If a cancellation occurs after a contractor has accepted an appointment or incurred a reasonable charge, the relevant amount may affect the refund available.

DAMEN LIMITED will communicate relevant cancellation or rearrangement information to the property contact where appropriate.

Changing or pausing a service

In many cases, a service does not need to be permanently cancelled. A change of date, frequency or temporary pause may be more appropriate.

Service issues and concerns

If you believe an agreed service has not been provided as expected, please contact DAMEN LIMITED as soon as reasonably possible and provide details of the property, service and issue.

We normally acknowledge a written service concern within 1 business day and will review the matter against the agreed service scope.

Where a practical correction or follow-up visit is appropriate, this may be arranged before a refund is considered.

Where a refund is appropriate after review, it will be processed in accordance with the refund arrangements in this policy.

Cancellation and refund enquiries

To request a cancellation, change, service pause or refund review, please contact DAMEN LIMITED using the details below.