Booking and Cancellation Policy

Overview
This policy explains how bookings are secured, payment terms, and the cancellation rules for services provided by Lilibo Hygiene Solutions. It applies to all service bookings, including one‑off and recurring appointments.

Booking Terms and Payment Schedule

  • Deposit to secure booking: A 50% deposit of the total service quote is required to confirm and secure any booking.
  • Remaining balance: The remaining 50% must be paid no later than 48 hours before the scheduled service date.
  • Payment methods: We accept bank transfer, EFT, and other methods agreed at time of booking. Payment instructions will be provided on the invoice.
  • Booking confirmation: A booking is confirmed only after the deposit has been received and cleared.

Cancellation Policy

  • How to cancel: To cancel a booking, submit a cancellation request by email to info@liliboholdings.co.za or by phone/WhatsApp to +27 61 523 7267. Cancellations are effective from the date and time we receive your written or verbal request.

We understand that plans may change. To ensure fairness and operational efficiency, the following cancellation terms apply

1. Cancellations Made 48 Hours or More Before the Booking Date

  • Customers may cancel their booking at least 48 hours before the scheduled service date by submitting a cancellation request via email or phone.
  • A 5% cancellation fee will be deducted from the deposit paid to cover administrative costs.
  • The remaining balance of the deposit will be refunded within 7 business days.

Example Scenario 1: A customer books a cleaning service for Friday at 10:00 AM and cancels on Wednesday at 9:00 AM (more than 48 hours before). → The customer will be charged 5% of the deposit as a cancellation fee and refunded 95% of the deposit.

2. Cancellations Made Within 48 Hours of the Booking Date

  • If a cancellation occurs within 48 hours of the scheduled service, the customer will forfeit 50% of their deposit.
  • This fee covers scheduling, resource allocation, and preparation costs already incurred.

Example Scenario 2: A customer books a cleaning service for Friday at 10:00 AM and cancels on Thursday at 3:00 PM (within 48 hours). → The customer will lose 50% of their deposit, and the remaining 50% will be refunded.

Additional Terms

  • Refund processing: Refunds are processed after cancellation confirmation and may take up to 7–10 business days depending on the payment method and banking partners.
  • Rescheduling: Requests to reschedule should be submitted as early as possible.
  • Special circumstances: We review exceptional cases (e.g., emergencies) on a case‑by‑case basis. Supporting documentation may be required.
  • Invoice adjustments: Any additional services requested after booking will be invoiced separately and are payable according to the invoice terms.
  • Disputes: Any disputes regarding cancellations or refunds must be submitted in writing to the contact email below within 7 days of the cancellation decision.

Contact for Cancellations and Inquiries

For booking changes, cancellations, or any inquiries, please contact:

Lilibo Hygiene Solutions
📍 120 Highveld Road, Kempton Park
✉️ info@liliboholdings.co.za
📞 +27 61 523 7267