Cancelling an upcoming session

We understand that sometimes there may be interruptions to your availability. Before cancelling, you can consider rescheduling your session to a different time with your usual cleaner or with a different cleaner. If you really need to cancel, please make sure to do so at least 48 hours before your session start time, so that we can assign your cleaner to another job and remove your visit from her calendar.

To cancel a session:

1. Open the Upcoming Visits page and click the Manage Appointment button in the bottom right-hand corner of the session card you wish to cancel.

   
2. A pop-up will appear with several options for managing the appointment. Click the Skip Visit icon to cancel this session.

   
3. Another pop-up will appear asking if you'd like to reschedule instead. To proceed with the cancellation, select "No thanks, I'd like to skip my visit."

   
4. You'll then be asked to provide a reason for the cancellation. Once you're done, click Submit.

   

I'm having trouble cancelling my session

This can happen in one of the following situations:

• You are cancelling too close to the session start time. To cancel a session, you will need to do it 48 hours or more before the session start time. If there is an emergency and you need to cancel your session with short notice, please call our customer support team on [phone].

• Your session has already occurred, as you can only cancel upcoming sessions. If something prevented your session from being carried out fully or if it was missed by the cleaner, we will update the session for you. If you would like to check on the status of the session or if you need us to change it faster, please get in touch with our customer support team.

How do I undo a cancellation?

To restore a session that you cancelled, you can get in touch with our customer support team via WhatsApp or phone on [phone].

Can I cancel as often as I want?

Frequent cancellations are disruptive to our cleaners and often leave them without jobs. Since our cleaners earn their salaries based on the hours they work, it is unfair to them if their schedules are empty from frequent cancellations.

Our operations team may need to suspend your service if your cancellation rate is too high, and if you find yourself needing to cancel frequently, we recommend that you consider terminating your recurring service and getting cleaning on an ad-hoc basis when you are available. We are happy to provide you with on-demand ad-hoc cleaning services when it is convenient for you.