Refund Policy

Cleansly is an on-demand app connecting consumers with trusted cleaning professionals for fast, reliable service. We aim to be fair and transparent with both customers and providers while prioritizing quality and communication.

Cancellation Policy – Customers

Once a provider accepts your request and is en route, a full refund is no longer guaranteed. Refund amounts are based on when the cancellation occurs:

Before the Provider Accepts the Job

You may cancel at any time before a provider confirms the request — no payment will be processed.
After Provider Accepts & Is En Route

If you cancel after the provider confirms but before they arrive, you will receive a partial refund (up to 75%), depending on travel time and effort already made by the provider.
Upon Provider Arrival

If you cancel once the provider has arrived at your location, only 25% of the booking amount may be refunded.
No-Show by Provider

If the provider fails to arrive and does not communicate a delay via the Cleansly app, you are eligible for a 100% refund or a reschedule at no charge.

Customer Refunds

If you’re unhappy with your service:

Notify us via info@cleanslyapp.com within 24 hours of your appointment.
Include a clear explanation and photos if possible (providers are required to take before & after photos).
We will investigate the issue thoroughly and offer a re-clean, partial refund, full refund, or service credit, based on findings.

Service Delays & Communication

Cleansly is a real-time platform, and communication is key:

Providers must respond to booking requests within 15 minutes.
Once accepted, all providers are expected to communicate via the app.
If delayed, providers must notify the customer through the app.
Customer dissatisfaction due to lack of communication may be grounds for refund or credit, reviewed case-by-case.

Provider Cancellations

Providers are expected to honor all confirmed bookings:

Cancellations must occur with as much notice as possible.
Frequent cancellations may lead to account suspension or deactivation.

Same-Day Rescheduling

If both parties agree to reschedule the service same-day, no penalties apply.
If rescheduling results in significant delays or conflicts, Cleansly reserves the right to enforce standard cancellation policies.

Refund Disputes

If you wish to dispute a decision, email info@cleanslyapp.com within 3 business days of the refund determination.

Non-Refundable Situations

Refunds will not be issued if:

Customer provides an incorrect address or is unreachable.
Customer misrepresents the scope of the job, making it unsafe or unreasonable to complete.
The job was completed and confirmed through the app.

Modifications to Policy

Cleansly reserves the right to update or amend this policy as the platform evolves. Changes will be posted on our website and in the Cleansly app.