At Helpling.de, we connect customers with dedicated, self-employed cleaning professionals like you. When a customer is matched with a cleaner, they’re often genuinely excited — many have been waiting for this support for a long time.
To ensure a great experience for everyone, it's important that you only accept cleaning offers when you’re sure you can attend — based on the time, date, and location shown in the offer.
Why is this so important?
Unfortunately, we’ve received more and more reports from customers saying their cleaner canceled before the first appointment. This can be very disappointing for customers, especially when they’ve already made arrangements based on the booking.
To address this, we’ve updated our cancellation policy.
📌 What happens if you cancel before the first appointment with a new customer?
Your access to new customer offers will be temporarily paused.
You’ll receive an email invitation to schedule a short phone call with our team.
On the call, we’ll explain the updated cancellation policy and answer any questions you may have.
After the call, your access to new offers will be immediately restored.
If it happens again within 30 days, your account will be paused for 30 days.
💡 Good to know: Your existing customers and bookings won’t be affected. You can continue to serve them as planned.
Why we’re doing this
We know that sometimes plans change — and that’s totally understandable. But by only accepting bookings you can truly attend, you help build trust, reliability, and long-term success on the platform. And that’s what keeps customers coming back!
Tip: Please check each offer carefully to avoid cancellations and possible cancellation fees. Learn more about how cancellations may affect your reliability score by clicking here.
💡 Summary
If you cancel a booking with a new customer before the first appointment, your access to new offers will be paused. You’ll be asked to schedule a short call with our team to discuss the policy. After the call, your access will be restored. A second cancellation within 30 days will result in a 30-day block. Your current bookings won’t be affected. This policy helps ensure a reliable experience for all customers.