Cancellation & Refund Policy
Refund bands, guest-cancellation promise, and access charges.
This policy applies to Home cleans and to manually-approved short-stay cleans. Refund bands are measured from the clean time.
Refund bands
- 48 hours or more before the clean — full refund.
- 24 to 48 hours before the clean — 75% refund.
- Less than 24 hours before the clean — 50% refund.
The app calculates the refund and it's refunded to your original payment method.
Short-stay: if your guest cancels or moves
Where you've connected a booking calendar and it shows the guest booking was cancelled or moved, we won't charge a cancellation fee. If the clean hasn't been charged it's cancelled at no cost; if it's already been charged we'll start a full refund, provided the clean is not already operationally underway or completed. Once the cleaner is en route or has arrived we may still waive the charge for genuine guest cancellations, but a clean that is underway or completed is treated differently — see the Short-stay Host Terms.
After the cleaner is deployed
Where the cleaner has already been deployed, is en route, has arrived or has started, we may charge a reasonable attendance or work charge up to the booked clean price instead of the band above.
Access failure
Where we can't get in because of a problem with access, our ordinary failed-access fee is £20. Where the cleaner has already been deployed we may charge more, up to the booked clean price. See Access in the relevant service terms.
Cooling-off (Home)
For Home cleans booked online you normally have a 14-day right to cancel. If you ask us to start the clean within those 14 days, you may lose or reduce that right once the service has begun. This doesn't affect your other statutory rights.