Refund Policy

 

Effective Date: 13 August 2025

 

At VirellaClean, we value our customers and aim to provide a fair and transparent refund process. This policy explains how refunds are handled for our plan-based services and any related products.

 

 

1. Plan-Based Services

 

Our services are delivered under recurring plans (monthly, quarterly, or annually). All plans renew automatically unless cancelled before the next billing cycle.

 

 

Cooling-Off Period (Consumer Contracts Regulations 2013)

 

If you are a UK consumer purchasing online, you have a legal right to cancel your plan within 14 days of purchase (the “cooling-off period”) without giving any reason.

 

• If you request that services begin within this period, we may deduct a proportionate amount for any services already provided before cancellation.

• After we process your cancellation request, we will refund you using your original payment method within 5–10 working days.

 

To request cancellation during the cooling-off period, please email:

📧 support@virellaclean.co.uk

Include your full name, plan reference, and cancellation request.

 

 

2. No Refunds After 14 Days

 

After the 14-day statutory cancellation period, refunds are not available for billing periods that have already started.

 

• You may still cancel your plan at any time to stop future renewals.

• Your plan will remain active until the end of the current billing cycle.

 

 

3. Service Issues or Product Faults

 

If you receive a faulty cleaning kit or experience a significant issue with the service:

• Contact us within 7 days of receiving the kit or service notice.

• We may offer a replacement, partial refund, or corrective service depending on the issue.

 

 

4. Direct Debit & Guarantee

 

If you pay via Direct Debit, you are protected under the UK Direct Debit Guarantee Scheme:

• You are entitled to a full and immediate refund from your bank in case of an error.

• You can cancel your Direct Debit at any time by contacting your bank and notifying us.

 

 

5. Contact for Refund Queries

 

For refund-related questions, please contact our support team:

📧 Email us at: support@virellaclean.co.uk

📍 Address: Suite10 Capital House, 61 Amhurst Road, London, United Kingdom, E8 1LL

📞 Call us at: 07877 407565

🕒 Office Hours: Monday–Friday, 9am–5pm

 

 

6. Changes to This Policy

 

We may update this Refund Policy to reflect changes in UK consumer law or business practices.

The latest version will always be available on our website.