We strive to provide a seamless experience for both hosts and cleaners. To ensure fairness and minimize disruptions, please review our cancellation policy below.

2. Notice Period

Standard Cancellations: Cancellations made at least 24 hours before the scheduled cleaning service will incur no penalty.
Late Cancellations: Cancellations made less than 24 hours before the scheduled service will be subject to a cancellation fee.

3. Cancellation Fees

Within 24 Hours: If you cancel within 24 hours of the scheduled service, a fee of 50% of the total service cost will be charged.
Same-Day Cancellations: Cancellations made on the same day as the service will be charged the full service cost.

4. Rescheduling

Advance Notice: You may reschedule your cleaning service at no additional cost if you provide at least 24 hours’ notice before the original appointment.
Late Rescheduling: Rescheduling within 24 hours of the original appointment will incur a fee of 25% of the total service cost.

5. Emergency Cancellations

We understand that emergencies can arise. If you need to cancel due to an emergency, please contact us as soon as possible. Documentation may be required to waive any fees. We will review such cases on an individual basis.

6. No-Show Policy

If the host or cleaner fails to show up for the scheduled service without prior notice, the full service cost will be charged.

7. Refunds

Full Refund: Provided for cancellations made at least 24 hours before the scheduled service.
Partial Refund: Offered for cancellations made less than 24 hours before the service, less any applicable cancellation fees.
No Refund: For same-day cancellations or no-shows.

8. Policy Updates

We may update this policy periodically. Any changes will be communicated to users and will apply to all new bookings made after the update.

What is the pricing structure?

Our pricing structure is based on a commission fee model, ensuring fair and transparent transactions for both hosts and cleaners.

– Hosts (Airbnb hosts booking cleaning services) pay a commission fee of 3-5% of the cleaning service cost.
– Cleaners (service providers) pay a commission fee of 10-15% of the cleaning service cost.

This results in a total commission fee of 13-20% of the cleaning service cost, split between the host and cleaner sides.

Can I request a specific cleaner?

Yes, subject to availability.

How do I know my cleaner is trustworthy?

We conduct background checks and verify cleaner profiles.

What if I'm not satisfied with the cleaning?

Can I get a refund or discount?

Refund & Discounts Policy

1. Refunds

Full Refunds:

Available if you cancel your cleaning service at least 24 hours before the scheduled time.

Partial Refunds:

If you cancel less than 24 hours before the service, you will be eligible for a partial refund, minus a cancellation fee of 50% of the total service cost.

No Refunds:

No refund will be provided for same-day cancellations or no-shows.

2. Discounts

Promotional Discounts:

Discounts or promotional offers may be available from time to time. These will be applied according to the terms specified in the promotion.

Early Booking Discounts:

Some services may offer discounts for booking in advance. Check with your cleaner or host for any available early booking discounts.

Refund Adjustments:

If you receive a discount on your service and cancel within the cancellation policy timeframe, the refund will be adjusted based on the discounted rate applied.

3. How to Request a Refund or Discount

To request a refund or inquire about discounts, please contact our customer support team with your booking details. Our team will review your request and respond promptly.

How do I communicate with my cleaner?

Through our platform’s messaging system.

What if I need to reschedule a cleaning?

No problem! Our platform allows for easy rescheduling. If you need to reschedule a cleaning, simply:

1. Log in to your CleanStay account
2. Go to your booking dashboard
3. Select the booking you’d like to reschedule
4. Click on the “Reschedule” button
5. Choose a new date and time that works for you

Our automated system will notify your assigned cleaner of the changes. If you’d like to discuss the rescheduling with your cleaner directly, you can use our in-platform messaging system to communicate with them.

Please note that rescheduling is subject to cleaner availability, and we recommend providing at least 24 hours’ notice to ensure a smooth rescheduling process.

Can I request additional services?

Yes, contact us for custom requests.

How do I leave a review for my cleaner?

What is the screening process for cleaners?

Can I book a one-time or recurring cleaning?

Yes, both options are available.

What is the screening process for cleaners?

Background checks, profile verification, and ratings.

How do I update my account or change my password?

Through your profile settings on our website.