1. How refunds work
Refunds are made as hours credit in your LAFFIT account, added straight away and usable on any future booking. Refunds are not paid in cash.
2. Cancelling a booking
- More than 24 hours before the start: the full value is returned.
- Within 24 hours of the start: a 25% late-cancellation fee applies and 75% is returned.
- After the visit has started: no refund.
3. What you get back
- Paid with hours credit: the hours go back to your balance. Each batch keeps the expiry date it originally had, so cancelling never extends the life of your credit. Hours whose expiry date has already passed are not returned.
- Paid by card: you receive hours credit equal to the booking's size (cleaners × hours), reduced by any late-cancellation fee. This credit is valid for 90 days.
- Monthly package visit: a visit cancelled more than 24 hours ahead returns to your package. A visit cancelled within 24 hours counts as used.
4. When we cancel
If we cancel or cannot carry out a booking, you receive the full value back as hours credit. If you would rather have the card payment returned, contact us within 14 days and we will refund it to the original card.
5. Payments that do not become a booking
If your card is charged but the booking cannot be confirmed — for example, the time was taken while you were paying — the payment is returned automatically to the original card. Duplicate charges are also returned to the card. Card refunds can take up to 14 working days to appear, depending on your bank.
6. Packages and credit
- Monthly packages and hours-credit packages are non-refundable once bought.
- Unused visits expire at the end of the package period, and expired hours cannot be restored or refunded.
- Credit cannot be transferred to another account or exchanged for cash.
7. No-shows and access
If the cleaners cannot get in, or are kept waiting more than 30 minutes after the start time, the visit counts as delivered and is not refunded.
8. Service complaints
Tell us within 24 hours of the visit. Where the complaint is confirmed, we will send a team to put it right or add hours credit to your account, as described in the Booking Terms.
9. Contact
Email hello@laffit.om, call or WhatsApp +968 9960 7315, or use the Contact page in the app.