Cancellation & Refund Policy

This policy applies to bookings confirmed in writing by Uptech Technology Solution Company Limited (“UpClean”). For business contracts and the Up Home membership, any specific terms in the contract or membership agreement take precedence.

• You can reschedule free of charge with at least 24 hours notice before your appointment.
• Your new time depends on availability; we'll try to keep the same specialist wherever possible.
• Rescheduling within 24 hours of your appointment is treated as a late cancellation under section 3, unless we're able to fill the slot.

• Cancelled at least 24 hours before the appointment: free of charge, and any deposit is refunded in full.
• Cancelled within 24 hours of the appointment: a cancellation fee of 30% of the booking value, deducted from any deposit.
• If your specialist arrives on time but can't get in — no one to open the door, no key left, or building access not registered — this is treated as a late cancellation.
• Please reschedule or cancel through our official channels so the time of your request is recorded accurately.

• We'll let you know as early as possible and offer an alternative time.
• If the alternative doesn't suit you, we refund anything you have paid in advance in full.
• You will never be charged a fee in this situation.

Most services are paid after the walk-through. For larger jobs — such as post-construction cleaning, villas, or services that need special preparation — we may ask for a deposit. The amount is stated clearly in your quote and booking confirmation.

• Cancelled in time, or rescheduled by us and not accepted by you: full refund of any advance payment.
• Items paid for but not carried out: refund of the corresponding amount.
• Charges you didn't approve: refunded in full under our fixed-price guarantee.
• Refunds are made by bank transfer to the account you nominate, within 7 business days of both sides confirming.

This policy takes effect from the date it is published on upclean.vn. We may update it from time to time; a new version applies to bookings confirmed after its publication date.