We understand that things can come up unexpectedly. If you need to cancel a cleaning appointment, you can easily do so in your customer account. Depending on when you cancel, cancellation fees may apply. Here’s how they work – and how you can avoid them.
Cancellation Policy Overview:
Free Cancellations:
You can cancel your appointment up to 48 hours before the scheduled time with no charges.
Late Cancellations:
The closer the appointment is, the harder it is for your cleaner to reschedule. In these cases, the following fees may apply:
24 to 48 hours before: A fee of 25% of the agreed price may be charged.
12 to 24 hours before: A fee of 50% of the price may be charged.
Less than 12 hours before: The full amount of the scheduled cleaning service may be charged.
Important Note:
If your cleaner arrives but cannot access the property (e.g. if no one is home), the full amount may also be charged as a cancellation fee.
How to Avoid Fees:
Always cancel directly in your customer account if an appointment cannot take place – regardless of any arrangements made with your cleaner.
Be sure to cancel as early as possible to avoid fees.
Ensure that your cleaner has access to the property (e.g. via a secure key handover or prior agreement).
Good to know:
Whether or not a cancellation fee is applied is always at the discretion of your self-employed cleaner.
If you have any questions or need assistance, don't hesitate to connect directly with one of our friendly service agents – we're happy to help! 😊