Support Center

Booking & Scheduling

Cleansly makes it easy to book reliable cleaning and detailing services in just a few steps.

How to Book a Service

• Select your service type from the app

• Choose your preferred date and time

• Confirm your service provider

• Complete secure in-app payment

Once booked, you’ll receive instant confirmation and real-time tracking inside the app.

 

Same-Day & 24-Hour Priority Bookings

• Same-day services are based on provider availability

• Priority bookings may include an additional rush fee

• Rush fees are shown clearly before checkout

• Providers earn bonuses for priority jobs

 

Rescheduling a Booking

You may reschedule your appointment through the app up to 24 hours before service time without penalty. Reschedules requested within 24 hours may be subject to a rescheduling fee or provider approval.

 

Cancellations

• Cancellations more than 24 hours before service: No penalty

• Cancellations less than 24 hours before service: Cancellation fee may apply

• Same-day cancellations may be non-refundable based on provider policy

All cancellation policies are displayed before final confirmation.

 

 

Tracking Your Provider

Once your booking is confirmed, you can:

• Track your provider’s arrival in real time

• Message your provider through in-app chat

• Receive status updates automatically

 

 

Need Help With a Booking?

If you experience any issues with booking or scheduling, please submit a support request with your:

• Full name

• Booking ID

• Service date

• Description of the issue

 

 

 

 

Payments & Billing

Cleansly provides secure, transparent in-app payments for all services to protect both customers and providers.

 

Accepted Payment Methods

• All major debit & credit cards

• Secure in-app checkout

• No cash payments through the Cleansly platform

All payments must be completed through the app before service begins.

 

When You Are Charged

• Customers are charged at the time of booking

• Same-day priority bookings include a clearly displayed rush fee

• No charges occur without customer confirmation

 

Receipts & Invoices

• Digital receipts are automatically sent to your email

• All invoices are available inside your app account

• Business invoices may be requested through Support

 

 

Failed or Declined Payments

If your payment fails:

• Please update your card information in the app

• Retry your booking

• Contact Support if the issue continues

Bookings cannot be confirmed until payment is successful.

 

 

Refund Processing

Approved refunds are:

• Issued back to the original payment method

• Typically processed within 5–10 business days depending on your bank

Refund eligibility is determined per our refund policy and Terms & Conditions.

 

 

Billing Questions?

For billing concerns, please submit a support request with:

• Your full name

• Email address

• Booking ID

• Description of the billing issue

 

 

Cancellations & Refunds

We understand that plans change. Cleansly provides fair and transparent cancellation and refund guidelines to protect both customers and providers.

 Cancellation Policy

• More than 24 hours before service: No cancellation fee

• Less than 24 hours before service: A cancellation fee may apply

• Same-day cancellations: May be non-refundable depending on provider availability and acceptance

All cancellation terms are displayed before final booking confirmation.

 

How to Cancel a Booking

• Log into your Cleansly app

• Open your active booking

• Select Cancel Booking

• Follow on-screen instructions

Confirmation will appear immediately in your account and email.

 

 

Refund Eligibility

Refunds may be approved for:

• Provider no-shows

• Verified service issues

• Duplicate charges

• Qualifying emergency situations (case-by-case review)

Refund approvals are issued after internal investigation and review.

 

How Refunds Are Issued

• Refunds are sent back to the original payment method

• Processing time is typically 5–10 business days

• Bank processing times may vary

 

 

Dispute Timeline

All refund disputes must be submitted within 48 hours of service completion. Our team reviews disputes within 3–5 business days and communicates all decisions by email.

 

Need Help with a Cancellation or Refund?

Submit a support request with:

• Full name

• Booking ID

• Date of service

• Reason for cancellation or refund request

 

 

 

 

Service Issues

Cleansly is committed to ensuring high-quality service on every booking. If you experience an issue with a completed service, we’re here to help resolve it quickly and fairly.

 

 

Common Service Issues We Handle

 

• Provider arrived late

• Incomplete or unsatisfactory service

• Damage to property

• Provider no-show

• Incorrect service performed

 

 

How to Report a Service Issue

All service issues must be reported through Support by submitting:

• Your full name

• Booking ID

• Date of service

• Description of the issue

• Photos or videos (if applicable)

Reports must be submitted within 48 hours of service completion for review.

 

 

Our Resolution Process

Each service concern is:

• Reviewed by our Support Team

• Investigated with the provider

• Documented internally

• Resolved according to Cleansly policy

 

 

Resolution options may include:

• Partial or full refund

• Account credit

• Provider reassignment (if applicable)

 

 

Damage Claims

Damage claims must:

• Be reported within 48 hours

• Include clear photo or video evidence

• Be reviewed with provider insurance if applicable

Cleansly will assist in coordinating the claim process but is not the direct insurer.

 

 

Follow-Up Communication

Once your issue is submitted, you will:

• Receive confirmation by email

• Receive status updates during the review process

• Be notified of the final outcome by email

 

 

Provider Support

Cleansly is proud to support our network of independent cleaning and detailing professionals. We provide tools, resources, and support to help you succeed on the platform.

 

Provider Onboarding Assistance

We assist providers with:

• Application status updates

• Identity verification

• Insurance verification

• Background screening guidance

• Profile setup and approval

All providers must meet Cleansly’s onboarding requirements before accepting jobs.

 

Job Access & Scheduling

Providers may:

• Accept or decline jobs at their discretion

• Set availability through the app

• Receive real-time job notifications

• Earn bonuses on priority and same-day jobs

Job availability is based on location, demand, and provider settings.

 

 

Payments & Payouts

• Providers are paid for completed jobs through the Cleansly platform

• Daily payout options may be available

• Payment issues should be reported immediately through Support

• Providers are responsible for their own taxes and reporting

 

Account & Profile Updates

Providers can update:

• Service offerings

• Pricing

• Availability

• Business information

• Insurance documentation

Profile changes may be subject to review for quality and compliance.

 

 

Provider Conduct & Performance

All providers must:

• Maintain professional behavior

• Follow Cleansly service standards

• Communicate clearly with customers

• Uphold safety and quality expectations

Repeated violations may result in suspension or removal from the platform.

 

Need Provider Support?

Submit a Provider Support request with:

• Full name

• Provider ID

• Registered email

• Description of the issue

 

 

 

Technical App Support

If you are experiencing trouble with the Cleansly app or website, our Technical Support Team is here to help.

 

Common Technical Issues

We assist with:

• Login or account access problems

• App crashing or freezing

• Booking errors

• Payment processing technical errors

• Notification issues

• Location and tracking errors

 

Before You Contact Support

Please try the following first:

• Restart your device

• Update the Cleansly app to the latest version

• Check your internet connection (Wi-Fi or mobile data)

• Log out and log back into the app

Many technical issues are resolved using these steps.

 

 

How to Report a Technical Issue

When submitting a technical support request, please include:

• Device type (iPhone, Android, tablet)

• Operating system version

• App version

• Description of the issue

• Screenshots or screen recordings (if available)

 

 

Account Security & Access

If you suspect:

• Unauthorized account access

• Login credential compromise

• Suspicious activity

Contact Support immediately so we can secure your account.

 

Technical Support Response Time

• Standard technical requests: 24–48 business hours

• Same-day or in-progress job issues: Use in-app chat for faster assistance