Cancellation & Refund Policy

1. The 20-Hour Free Cancellation Window

We understand schedules change. You may cancel any confirmed cleaning booking free of charge up to 20 hours before the scheduled start time directly via the mobile app or web portal.

Upon cancellation outside of the 20-hour window, 100% of your pre-authorization hold is released back to your bank account immediately.

2. Standby Compensation Fees

When a customer books a cleaning professional, that cleaner reserves the time exclusively and turns down other booking opportunities. If a clean is cancelled within 20 hours of the scheduled start time:

• Between 20 Hours and 2 Hours Before Start Time: A 50% Standby Compensation Fee is charged. The remaining 50% of the pre-authorized amount is released.
• Less than 2 Hours Before Start Time or Customer Lockout: 100% of the booking total is charged to compensate the cleaner for reserved time and travel.

3. Customer Lockout & Property Access

If a cleaner arrives at the scheduled property address and cannot gain access (e.g. incorrect lockbox code, unanswered buzzer):

The cleaner will wait at the premises for at least 20 minutes and attempt contact via in-app chat and phone. If access is still not provided after 20 minutes, the appointment is recorded as a Customer Lockout and billed in full.

4. Cleaner-Initiated Cancellations

In the rare event that a cleaner must cancel a confirmed appointment, 100% of the pre-authorization hold is released immediately with zero fees so you can easily re-book with another local cleaner.

5. 24-Hour Dispute Claims & Escrow Refunds

If a cleaning was not performed to a reasonable standard or specific checklist items were omitted, report the issue within 24 hours of job completion via Bookings > Report Issue / Dispute with photographic evidence.

Our Trust & Safety team reviews the submitted evidence and checklist logs to mediate a fair resolution, issuing a proportionate partial or full refund from the held escrow funds.