We ask customers to trust that their cleaner will turn up. If you can't, do it through the app — never by texting the customer.
Option 1: move the time (best)
Open the booking and tap Request a new time. Pick a day and up to two times you're free. If it still fits the customer's original window we accept it for you; otherwise we ask the customer. The job stays yours and there's no rating impact.
Option 2: withdraw
Tap Can't attend this booking?. The app will first offer to move the time. If that won't work, choose No — I can't do this job at all, pick a reason, and confirm.
Withdrawing affects your reliability rating, and the later you leave it, the bigger the impact:
More than 2 days' notice — minimal impact
1–2 days — small impact
4–24 hours — larger impact, we have to ping extra cleaners to cover
Less than 4 hours — the customer may be left without a cleaner today
You get free passes that refresh every 60 days for genuine emergencies.
Inside 24 hours: call us
Withdrawal is locked in the last 24 hours before a job. Call 1300 009 363 straight away so we can find cover. If you're sick, say so — a medical certificate helps us note it fairly.
Recurring customers
Withdrawing from all future bookings in a recurring plan drops the customer, so it carries the biggest impact and a 30-day pause on new recurring assignments. If you only need one visit off, choose Just this booking.
There are no cancellation fees or fines. Reliability is measured, not charged.
