Cancellation and Rescheduling Policy
Itz Home Limited is a company registered in England and Wales with company number 15458141, whose registered office is at 71 Burscough Street, Ormskirk, L39 2EL.
Itz Home Limited acts as an introductory agent for a range of service professionals and is authorised by such service professionals to enter into contracts with you the Client on their behalf. Itzhome Limited will do this by taking the Clients booking enquiry and allocating the booking to an appropriate service Professional.
This Cancellation and Rescheduling Policy (“Terms”) govern your rights to cancellation and rescheduling for Services booked through the platform, including our website, mobile application, and other online services (collectively, the “Platform”).
1. Cancellation Charge is a charge applied for cancellation of a booking for Service(s). The Cancellation Charge shall be calculated as follows:
a. For Services which were booked more than 48 hours before the appointment time of the Service, if the Service is cancelled by the client by a notice submitted less than 48 hours before the time the Service was scheduled to be provided, the Cancellation Charge shall be in the amount of 100% of the Service fee.
2. Rescheduling Charge: a charge applied for a change of the time of booking(s) with less than 48 hours’ notice. The Rescheduling Charge shall be calculated as follows:
a. For Services which were booked more than 48 hours before the appointment time of the Service, if the time of the Service is changed by the client by a notice submitted less than 48 hours before the time the Service was scheduled to be provided, the Rescheduling Charge shall be in the amount of 100% of the service fee.
a. Cancellations:
All cancellation requests falling within 48 hours of the scheduled Service time must be submitted directly through your Itzhome account or via the Itzhome mobile app. Cancellations cannot be made online via email, social media, or the Help/Contact Us form
We do not accept any other method of communication (including email, phone, or social media) for cancellation requests.
b. Rescheduling:
Requests to reschedule a booking must be made via the booking platform by logging into your account and submitting the reschedule request for the relevant booking.
c. Changes:
Clients are solely responsible for managing, updating, rescheduling, or cancelling their bookings via their Itzhome account or the Itzhome mobile application. Professionals providing services and the Itzhome Online Customer Services team are not authorised to make changes to client bookings or account information on a client’s behalf.
All booking amendments must be actioned directly by the client through their account dashboard or confirmed verbally with a member of the Customer Services team by phone. To speak with the Customer Services team, please call 0333 038 9900. Only changes confirmed over the phone by a Customer Services representative will be accepted.
d. Confirmation:
All amendments or cancellations to bookings will be confirmed via email once the requested changes have been approved and processed. A booking is considered successfully amended or cancelled only when the client receives this email confirmation. If no email confirmation is received, the booking remains unchanged and no action has been taken.
