Refund policy

1. Booking Cancellations & Rescheduling

  • You may cancel or reschedule your booking free of charge up to 24 hours before your scheduled appointment or rental time.
  • Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee, as we may already have reserved this time slot exclusively for you.
  • To cancel or reschedule, please contact us at [support@copenclean.dk] or via WhatsApp as soon as possible, find the contact information at the bottom.

2. No-Shows & Access Issues

  • If our team arrives for a scheduled manual cleaning and cannot access the property (e.g., no one present, incorrect address, building access denied), the booking will be treated as a no-show and the full service fee will apply.
  • If you know in advance that access may be an issue, please contact us before your appointment so we can reschedule without penalty.
  • For robot rentals with delivery, the same applies if we are unable to deliver or you are unavailable to receive the robot at the agreed time.

3. Right of Withdrawal

As a consumer shopping online in Denmark, you generally have a 14-day right of withdrawal on services purchased at a distance, in accordance with Danish and EU consumer protection law.

However, please note: because our services (manual window cleaning and robot rental) are typically scheduled and completed within a short timeframe — often before the 14-day period ends — the following applies:

  • By confirming your booking, you expressly request that the service begin before the end of the 14-day withdrawal period.
  • You acknowledge that once the service has been fully performed, you lose your right of withdrawal, in accordance with Danish and EU consumer law regarding fully delivered services.
  • If you cancel before the service has been performed, you retain your right of withdrawal and will receive a full refund, subject to the cancellation terms in Section 1.

By completing a booking on copenclean.dk, you confirm that you have read and understood this section.

4. Satisfaction Guarantee (Manual Cleaning)

Your satisfaction matters to us. If you're not fully happy with the result of your manual window cleaning:

  • Contact us within 48 hours of your appointment with details (and photos, if possible) of the area(s) of concern.
  • We will return to re-clean the affected area(s) free of charge.
  • If a re-clean isn't possible or doesn't resolve the issue, we will assess the situation and may offer a partial refund at our discretion.

5. Weather Policy (Robot Rentals)

Our window cleaning robots cannot be safely used outdoors in poor weather conditions (e.g., rain or strong wind) due to the risk of the robot falling.

If weather prevents proper use of your robot rental for outdoor windows, you may choose one of the following:

  • 50% refund — since indoor cleaning is still possible, or
  • Free rescheduling — to a day with suitable weather conditions

6. Robot Rental — Damage & Loss

  • The rented robot remains Copenclean's property at all times.
  • You are responsible for the robot during your rental period and agree to use it as instructed (via the app or manual controls).
  • In the event of damage, loss, or theft during your rental period due to misuse or negligence, you may be charged for repair or replacement costs.
  • Normal wear and tear, or malfunction not caused by misuse, is not your responsibility.

7. How Refunds Are Processed

  • Approved refunds will be issued to your original payment method.
  • Please allow up to 14 business days for the refund to appear, in line with standard processing times.

8. Contact

If you have any questions about this policy or need to cancel, reschedule, or report an issue with your service, please reach out: