What You Should Know
Helpful Information
Welcome to Grey Koala's Frequently Asked Questions section. Here, we aim to provide you with clear and helpful answers to the most common queries. We understand the importance of addressing your concerns, so please take a moment to explore the information below. If you require further assistance, feel free to reach out to our friendly team.
What is your cancellation policy?
To secure your appointment, a non-refundable £30 booking deposit is required at the time of booking.
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If you need to cancel or reschedule, please give at least 24 hours’ notice.
Cancellations made with less than 24 hours’ notice will result in the loss of your deposit, as it covers the time reserved for your appointment.
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Grey Koala will always try to offer an alternative date where possible.
What payment methods do you accept?
For convenience, we accept debit cards, credit cards, bank transfers, and secure online payments.
Our aim is to keep the payment process simple and straightforward for all clients.
What areas do you cover?
Grey Koala is based in London and covers most surrounding areas. If you’re unsure whether we can reach your location, feel free to contact us — we’re always happy to advise.
What are your working hours?
Our standard working hours are Monday to Friday, with availability between 8am and 5pm. Weekend appointments may be considered depending on the project — just ask our team.
Do I need to be home during the work?
It’s completely up to you. Many clients prefer to be present, while others are comfortable providing access. We treat every home with care and respect, and we’re happy to discuss whatever feels most comfortable for you.
Do you dispose of waste or old materials?
We can remove small amounts of waste as part of your job.
For large volumes of waste, removal must be arranged by the client or added at an additional cost, as this requires licensed disposal services. We will always advise you upfront so there are no surprises.
Do you offer free quotes?
Yes we offer free, no-obligation quotes. Simply get in touch with details or photos of your project, and we’ll provide a clear estimate.
Are you insured?
Yes. Grey Koala carries full liability insurance to ensure your home and our team are protected throughout the project.
What types of work do you NOT do?
We do not carry out electrical work, plumbing, or full kitchen/bathroom renovations. However, we’re happy to assist with carpentry, upgrades, fittings, installations, and smaller repairs.
Do you require a deposit?
Yes. For larger projects, Grey Koala requires a 1/3 deposit of the quoted price to secure your booking and cover initial materials. The remaining balance is paid upon completion of the work. We will always outline payment stages clearly in your quote.
How soon can you start?
Availability depends on current bookings, but we will always aim to schedule your project as soon as possible. Smaller jobs can often be fitted in quickly; larger tasks may require more notice.
What do you need from me before the job begins?
Photos, measurements, or a brief description help us prepare properly. For larger projects, we may arrange a site visit to ensure we have everything we need on the day.
Do you work with vulnerable or anxious clients?
Yes. As a women-led company, we understand the importance of safety, calm communication, and respect in your home. We’re experienced in supporting clients who prefer a gentle, reassuring approach.