We want to build a fair marketplace for both Housekeepers and customers. Your customers understand that sometimes you’ll want to book time off, whether that’s for a holiday planned in advance or for an emergency at the last minute. However, repeated late cancellations by Housekeepers or customers reduce trust and reliability, and prevent customers getting cleans and prevent Housekeepers finding work. There is therefore a cancellation policy in place for customers and Housekeepers.
How it works
I’ve you’ve never cancelled on a customer with late notice then you are 100% reliable and have a 60 day Reliability Streak.
If you cancel on a customer with late notice, the Reliability Streak resets to 0 (zero). You add 1 day for each day you go without cancelling late , building it back up to 60 days.
If you have not cancelled a job with late notice in the past 60 days, you’re one of the top Housekeepers and you’re also eligible for the Bonus.
You qualify for the Bonus if:
- You are a Confirmed Housekeeper
- You have a 4.8* average rating in the last 60 days
- You have not cancelled a job with late notice in the last 60 days
You can see your current Reliability Streak in the Ratings & Pay page of your Housekeep app.
Top tip: remember to plan ahead and book time off at least 2 days before your job. This means your reliability streak won’t be affected.