Cancellation & Refund Policy

The 20-Hour Free Cancellation Window

Customers can cancel any scheduled clean with zero penalty and receive a 100% full refund if the cancellation occurs at least 20 hours prior to the scheduled booking start time.

Cancellations can be performed directly inside the customer dashboard or mobile app with a single click.

Standby Compensation Fees

If a customer cancels within the 20-hour window prior to start time, or if the cleaner is unable to access the property due to incorrect lockbox PINs or keys, a Standby Compensation Fee (up to 50% of the booking value) is released to the cleaner to offset their lost opportunity cost and travel expenses.

2.1. Contractor Departure Threshold: Independent contractors may elect to wait up to 20 minutes before reporting a property lockout. Contractors may elect to depart after 20 minutes if premises access cannot be obtained, qualifying the incident as a Customer Lockout for which the full booking amount is captured to compensate the contractor for their reserved time and travel expenses.

Provider Cancellations & Reliability

In the rare event that an independent cleaner must cancel due to illness or emergency, the customer is immediately refunded 100% of their pre-authorized booking payment from Stripe Escrow, and Agora offers optional rebooking with the cleaner's nominated Standby Partner or nearby available independent cleaners.

48-Hour Spotless Guarantee & Escrow Refunds

Under our 48-Hour Tier-1 Spotless Guarantee, payments are held in Stripe Escrow following clean completion. If you are unsatisfied with any aspect of the clean, submit high-resolution before-and-after photo evidence within 48 hours through your booking dashboard (or within 72 hours for End-of-Tenancy landlord checkout inspections).

Our mediation team investigates all evidence within 4 business hours to authorize priority re-cleans or proportionate partial/full escrow refunds, alongside 30-Day Tier-2 UK Consumer Rights Act 2015 statutory mediation protections.

Contact & Support

Need assistance with a cancellation or dispute claim? Reach out to our 24/7 support team at support@agora.cleaning.