1. How to contact us
To cancel or request rescheduling, phone or WhatsApp 084 956 4051 or email info@oceanhorizoncleaning.com. Include the booking name, appointment date and enough information to identify it. Tell us as early as possible and retain your message. Where a statutory cancellation requires written or recorded notice, use email, WhatsApp or another qualifying recorded channel. If an urgent message is not acknowledged, please call; an acknowledgement is not a condition of exercising a valid statutory right.
2. Enquiry or confirmed booking
Submitting a website form does not confirm an appointment. A booking is confirmed only through our written confirmation and any agreed deposit condition. Rescheduling is subject to available dates, and we will confirm any revised arrangements.
3. Reasonable cancellation charges
Advance bookings may be cancelled subject to any reasonable charge allowed by law. We assess the type of service, notice given, reasonable prospects of filling the appointment and industry practice. Costs and resources that can reasonably be recovered or redeployed are relevant to fairness. We will explain any charge and account for payments already received. There is no automatic forfeiture of every deposit.
4. Circumstances where no charge is allowed
No cancellation charge is imposed where prohibited by law. This includes the Consumer Protection Act exception where the booking cannot be honoured because the person for whom, or for whose benefit, it was made has died or been hospitalised. We will request only information reasonably necessary to assess the exception, without unnecessary medical details.
Applicable statutory cooling-off rights remain available. They are not replaced by a shorter business cancellation period or by accepting our general terms.
5. Failed access or unsafe conditions
If we cannot access the property or cannot work safely because of an undisclosed condition, we will contact you where practical to resolve it. Any charge for a cancelled appointment must still be lawful and reasonable. It is not automatically the full cleaning price.
6. If we cancel
If Ocean Horizon Cleaning cancels and you do not accept a suitable alternative, amounts paid for services we will not supply will be refunded, subject to your applicable rights. We will not require you to accept a credit in place of a refund that the law entitles you to receive.
7. Service-quality complaints
Report quality concerns promptly, preferably within 24 hours to assist investigation. This is not a deadline that removes statutory rights. Where the Consumer Protection Act service-quality standard is not met, you may require correction of the deficient service or a reasonable portion of the price refunded according to the extent of the failure. We will investigate and arrange the appropriate remedy; we will not insist on a credit or repeat clean instead of a refund that is legally due.
8. Refund process
We will explain the amount, any lawful deductions and the expected processing time when a refund is agreed or required. Refunds will use a verified, appropriate payment method, ordinarily the original method where practical. Mandatory legal deadlines apply; bank processing times do not remove the duty to initiate a refund when due.
9. Your rights
Nothing in this policy limits mandatory rights under the Consumer Protection Act or other applicable South African law. You may approach a regulator, ombud, tribunal or court with jurisdiction.
10. Electronic service agreements
Where ECTA’s cooling-off right applies, an electronic service agreement may be cancelled without penalty within seven days after it is concluded and qualifying payments must be refunded within 30 days of cancellation. Statutory exclusions apply, including where performance began with the consumer’s consent before the seven-day period ended. We do not obtain that early-performance consent through the general website agreement.
11. Direct marketing
Where the Consumer Protection Act cooling-off right applies to a service agreement resulting from direct marketing, send written or other recorded cancellation notice within five business days of concluding that agreement. No reason or penalty is required. Where no goods were delivered, payments must be returned within 15 business days after notice. This route does not replace ECTA section 44 where that section applies.
12. Recurring and fixed-term services
Stopping a recurring schedule prevents new appointments from being added after receipt of your instruction; confirmed appointments remain subject to lawful cancellation conditions. A separate fixed-term agreement must explain its duration, renewal and termination rules. Where Consumer Protection Act section 14 applies, its rights prevail, including cancellation during the term on 20 business days’ written or recorded notice, subject only to amounts and a reasonable cancellation penalty permitted by law. Cancellation at expiry does not attract an early-termination penalty.