Cancellation Policy

Last updated: May 2026

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

• 50% cancellation fee
• 50% 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:

Contact Support Visit Help Centre