Talk to us
[email protected] — we answer within one working day.
About a specific booking? Message on the booking itself in your account. It arrives with the job attached, which saves everybody a round of questions.
When am I charged?
When you accept a quote. We hold the money and pass it to the cleaner after the work is confirmed, so nothing leaves your account for a job that never happens.
Nobody has quoted yet.
Cleaners hear about a job in waves rather than all at once, so quotes arrive over a few hours rather than instantly. If your deadline passes with nothing, the job closes and you are not charged.
The cleaner cannot make it.
Message them on the booking. If it cannot be rescheduled, cancel it and your payment is returned in full: it was never released.
The work is not up to standard.
Raise a problem on the booking before the money is released, and add photographs. The payment is frozen while somebody looks at it.
Where has my credit gone?
Credit comes off a booking automatically, up to a tenth of the total, oldest amounts first. Every movement is on your credit statement with the date it expires.
I am a cleaner and my documents were rejected.
The reason is on the document in your account. Replace it and it goes back into the queue. Work you have already booked is not cancelled.
Your data
You can download everything we hold about you, or ask us to delete your account, from the Account page in your own account. No email needed, and nobody has to approve it.