Cancellation and refunds
Updated 2 October 2026
In plain English
- Cancelling is free up to 24 hours before the clean. Inside 24 hours it costs 50% of the cleaning price, which goes to your cleaner.
- You can move a clean up to 3 times per booking for free, when your cleaner agrees.
- If your cleaner cancels, you pay nothing.
- If a clean was not done or something went wrong, email hello@cleanspaces.app and we can refund all or part of what you paid.
- Clean Spaces Pro is billed by Apple or Google Play, and they handle its refunds.
Cancelling a clean
To cancel, open the booking in the Bookings tab and choose Cancel booking. For a single clean in a regular booking, choose Skip this clean. The same rules apply to both.
- 24 hours or more before the clean: cancelling is free. Exactly 24 hours before is still free.
- Less than 24 hours before the clean: you pay 50% of the cleaning price. It goes to your cleaner, for the time they kept free. There is no service fee on it. For a £50 clean, the fee is £25.
The app shows the cost before you confirm. If you pay by card in the app, the late cancellation fee is charged to your saved card. If you pay your cleaner another way, they will ask you for it.
Moving a clean
You can ask to move a clean to a new day or time up to 3 times per booking, for free. Your cleaner has to agree the new time, and the clean stays where it is until they do. Moves your cleaner asks for do not count towards the 3.
If you move a clean when it is already less than 24 hours away, the late cancellation fee applies if you later cancel it, whenever that is.
If your cleaner cancels
If your cleaner cancels a clean, you pay nothing for it and nothing is charged to your card. You can post the clean again to get new offers.
If something went wrong
If a clean was not done, or something went wrong with it, email us at hello@cleanspaces.app and include:
- the date of the booking
- your cleaner's name
- what happened
Please email from the address you use to sign in to the app, so we can find your booking. We will look at what happened, which may include asking your cleaner, and tell you what we can do.
If you feel unsafe or something serious happened, see trust and safety. In an emergency, call 999.
What we can refund
We can refund all or part of a card payment made in Clean Spaces for Clients: the cleaning price, the service fee and any late cancellation fee. How much depends on what happened. For example, we refund a clean that did not happen in full. If part of the work was missed, we may refund part of the price.
Refunds go back to the card you paid with. Your bank usually shows them within 5 to 10 working days.
Payments you made to a cleaner outside the app, such as cash or a bank transfer, are between you and the cleaner. We cannot refund those.
Card disputes
Please contact us before you dispute a charge with your bank. We can usually sort things out more quickly. If you do raise a dispute, your bank will ask us for the details of the booking, and we will send them the booking, the payment and any messages that help explain what happened. Stripe, our card payment provider, handles the dispute process with your bank.
Clean Spaces Pro subscriptions
Clean Spaces Pro costs £6.99 a month. On iPhone it is billed by Apple through your Apple ID, and on Android by Google Play. You can cancel at any time in your Apple or Google Play settings, or in the app under Settings, then Subscription, then Manage subscription. Cancelling stops the next payment, and you keep Pro until the end of the month you have paid for.
We cannot refund App Store or Google Play payments ourselves. Apple and Google handle refunds under their own rules.
Your legal rights
These rules do not affect your legal rights as a consumer. If you have a question about them, emailhello@cleanspaces.app.