Cancellations are really disruptive for customers, so it’s important that all Housekeepers are providing a reliable service. This is just as important as delivering 5* cleans.
You’re in full control of your schedule – but it’s important that you give at least 2 days’ notice if you can’t work.
If you cancel with less than 2 days’ notice, your reliability streak will be broken and you’ll lose your performance bonus. You can see your current reliability streak in the Ratings & Pay page of your app.
If you’ve cancelled other jobs recently, you’ll also receive a late cancellation fee:
- £5 per job – if you cancel before 18:00 the day before the clean.
- £10 per job – if you cancel after 18:00 the day before the clean
- £20 per job – if you cancel less than 1 hour before the start time of the clean
- £20 per job – if you don't show up to a clean and haven’t booked time off
What happens if I've had an emergency?
If you’ve had an emergency, you should book time off immediately through the Housekeep app. Find out more about this here: How do I book time off?
Here are some top tips to help you avoid breaking your reliability streak, or incurring fees.
Top tip: Customers can book until 18:00 the day before, so make sure that your schedule is up to date. If you have an appointment, book time off through your Housekeeper app as soon as possible, even if you don’t have jobs – this will stop new customers from booking in.
Top tip: Contact us through the Housekeep app if you need to change your working hours. Find out more here: How can I see & change my working hours.
We understand that sometimes emergencies happen, and you might have to cancel a clean. These fees will not apply in unforeseeable circumstances. If you have a medical letter or other proof of absence, please email this to email@example.com, and the Housekeep Support Team will review the fee.