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 to cancel a job
If you need to cancel a job you should book time off through your Housekeep app. You can find instructions on booking time off here: How do I book time off?
Please make sure to give at least 2 days’ notice if you can’t work.
Cancellation policy
If you cancel with less than 2 days’ notice, your Reliability Streak will be broken and you’ll temporarily lose access to your 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 get a late cancellation fee:
Customer cancellations
If a customer cancels after 18:00 the day before the clean, you’ll receive a cancellation fee of £10. If you are stuck outside on the day, and you contact the customer and Housekeep to try to gain access, you'll receive a cancellation fee of £20. Click here for more details: What happens if my customer cancels a clean?