How to cancel a job
If you need to cancel a job you should book time off through your Housekeep Professionals app. You can find instructions on booking time off here: How do I book time off?
Please make sure to book time off with as much notice as possible if you can't work. To avoid any fees, please give at least 2 days’ notice so that Housekeep can find a replacement Housekeeper for that customer.
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 both customers and Housekeepers.
Cancellation policy
If you cancel after 18:00 the day before the job, your Reliability Streak will be broken. 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 charged 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?