Last updated 28 October 2026
Free changes up to 24 hours before
Reschedule, skip or cancel any booking from your dashboard up to 24 hours before the scheduled start time, at no cost. There is no contract and no minimum term.
Inside 24 hours
Cancellations made less than 24 hours before the start time are charged at 50% of the booking value. This goes to your professional, who has held the slot and turned down other work.
No access on the day
If your professional cannot get into the property within 30 minutes of the agreed start time, the visit is charged in full.
Recurring bookings
Skipping a single visit in a recurring schedule is free with 24 hours' notice and does not affect your recurring discount. Cancelling the schedule entirely is also free — you keep any visits already booked, or cancel those separately.
When we cancel
If we cannot cover your booking we will tell you as soon as we know, offer the next available slot, and you are charged nothing. If a professional cancels on the day, we prioritise finding a replacement and credit £15 to your account for the disruption.
Refunds
Refunds are returned to the original payment method and typically take three to five working days to appear.
Something went wrong with the clean
Tell us within 48 hours with photographs. Depending on what happened we will arrange a free re-clean, a partial refund or a full refund.