How cancellations and job variations are handled on the CCHL platform.
If you cancel your job request before a supplier has confirmed availability and pricing, you may be eligible for a full refund. Cancellations must be requested before CCHL has contacted suppliers on your behalf. Once suppliers have been contacted, cancellation terms may vary depending on supplier response status.
Once a supplier has confirmed availability and pricing, and you have approved the quote, cancellation may not be eligible for a full refund. CCHL will discuss refund eligibility based on the supplier's cancellation policy and the stage at which cancellation occurs. Cancellations close to the scheduled job date may result in reduced or no refund.
If a supplier cancels after confirming the job, CCHL will attempt to find an alternative supplier or offer a full refund. Repeated supplier cancellations may result in the supplier being removed from the platform.
Same-day and urgent job requests may have stricter cancellation policies. Once a supplier has been allocated to a same-day job, cancellation may not be eligible for a refund. Please discuss urgency and cancellation terms when submitting your quote request.
If the scope of work changes after a quote has been confirmed (for example, additional items to clear, larger waste volume, access issues, or inaccurate photos), the supplier may provide a revised quote. Material price changes must be approved by you before work proceeds where possible.
If additional items are discovered during the job (such as extra furniture, asbestos, hazardous materials, or larger waste volumes than expected), the supplier may request a variation to the quote. You will be contacted for approval before additional work is completed.
If access to the property is restricted, blocked, or more difficult than described (for example, narrow stairs, locked gates, or parking restrictions), the supplier may request a variation to the quote to cover additional time or equipment.
If a customer is not available at the scheduled time or denies access to the property, the supplier may charge a failed attendance fee or cancellation fee depending on notice provided. CCHL will review the circumstances and determine appropriate action.
If customer information provided (address, access details, job description, photos) is inaccurate or incomplete, resulting in a supplier being unable to complete the work or requiring additional time, the customer may be liable for additional charges or the job may be cancelled without refund.
If work discovered on arrival is significantly different from the quote (e.g. larger volume, hazardous materials, structural damage), the supplier will contact you for approval of a revised quote before proceeding. Work will not continue without your approval.
If a job is cancelled or abandoned mid-work, you may be charged a partial fee for work completed up to that point. CCHL will calculate fair partial charges based on time spent and materials used.
All cancellation and variation disputes will be reviewed based on evidence provided by both customer and supplier, including photos, messages, quotes, and job descriptions. Decisions will be made fairly based on the facts of each case.
Refunds are not automatic and will only be issued where CCHL determines the customer is entitled to one based on this policy and the circumstances. Eligible refunds will be processed to your original payment method within 5-10 working days.
If you have questions about this Cancellation & Variation Policy, please contact us: