Refund & Cancellation Policy

Before a cleaner accepts

Full refund. Nothing is charged while we are still matching you, so cancelling is free and instant.

After a cleaner accepts

A cleaner has committed their time and turned down other work. A small platform fee is retained and the balance is refunded.

While the cleaner is travelling

The cleaner is already en route and receives a travel allowance for the time and transport spent reaching you. The remainder is refunded.

After the cleaner has arrived

The cleaner is at your address and ready to work. Roughly half the booking value is refunded, with the balance compensating the cleaner and covering the platform fee.

After work has started

Once cleaning begins, most of the fee covers the cleaner's completed effort. A partial refund applies for the work not performed.

How refunds are paid

Approved refunds are returned to the M-Pesa number used for payment. Automatic refunds are initiated immediately; manual reviews are completed within three business days.

The exact percentages for each stage are configured by our operations team and shown to you on the cancellation screen before you confirm.

Cancellations by the cleaner

If a cleaner cancels, you are refunded in full and we prioritise re-matching you. Cleaners who cancel repeatedly are removed from dispatch.

Disputes

If work was completed poorly, do not cancel — file a dispute within 48 hours through the Dispute Centre with photos. Our team can order a re-clean or a partial refund from the escrowed funds.