Cancellation Policy
Last updated: January 2025
Overview
We understand that plans change. Our cancellation policy is designed to be fair to both clients and cleaners.
For Clients
Free Cancellation
More than 24 hours before scheduled time
- • Full refund
- • No cancellation fee
- • Instant refund to original payment method
Late Cancellation
Less than 24 hours before scheduled time
- • 30% cancellation fee
- • 70% refunded to you
- • Fee compensates cleaner for lost opportunity
No-Show
Cleaner arrives but cannot access property
- • No refund
- • Full payment to cleaner
- • Cleaner may charge additional travel fee
For Cleaners
Cancelling Accepted Jobs
We understand emergencies happen, but frequent cancellations affect your rating and may result in account suspension.
- • More than 24 hours: No penalty, but client will be notified
- • Less than 24 hours: Warning issued, affects rating
- • Multiple cancellations: Account review and possible suspension
Emergency Cancellations
If you have a genuine emergency (illness, family emergency, etc.), contact support immediately. We'll work with you and the client to find a solution.
Rescheduling
Instead of cancelling, you can reschedule your booking:
- • More than 24 hours: Free rescheduling, subject to cleaner availability
- • Less than 24 hours: Requires cleaner approval
- • Rescheduling is easier than cancelling and rebooking
Refund Timeline
- • Refunds are processed immediately upon cancellation
- • Funds typically appear in 5-10 business days
- • Timeline depends on your bank or card issuer
- • You'll receive email confirmation when refund is processed
Disputes & Exceptions
If you believe you should receive an exception to this policy (e.g., cleaner didn't show up, emergency situation), please contact our support team: