How does the cancellation policy work for customers?

Our cancellation policy depends on how far in advance you cancel a booking:

• Less than 24 hours before the cleaning → You will be charged 100% of the booking amount as a cancellation fee.
• 24-48 hours before the cleaning → You will be charged 50% of the booking amount as a cancellation fee.
• 5 days - 48 hours before the cleaning → You will be charged a fixed fee of 50 DKK.
• More than 5 days before the cleaning → No cancellation fee applies.

Why do we charge a cancellation fee?

The cancellation fee is necessary to ensure stability and fairness for both customers and helpers. When a booking is canceled at short notice, it can negatively impact both parties.

For helpers, a cancellation means that:

• They lose income they were counting on – Many helpers rely on cleaning jobs to cover their monthly expenses.
• It’s difficult to find a replacement booking – A last-minute cancellation makes it nearly impossible for the helper to get another job for the canceled time slot.
• It creates unpredictability – To make cleaning through the platform a stable source of income, we need a system that discourages sudden cancellations.

The cancellation fee also helps promote reliability and responsible planning, ensuring that both customers and helpers can trust that bookings will be honored.

How is the cancellation fee charged?

• You will always be able to see the exact fee before you cancel a cleaning on the platform.
• The fee will be charged to your registered payment method at the time of cancellation.

To avoid cancellation fees, we recommend rescheduling with your helper instead of canceling. 😊