Cancellation fees

Cancellations are a two-way street for customers and cleaners working with the Tidy Casa platform. The cancellation fees are used as a way to compensate the other party in the case of a late cancellation when one of the parties is missing out on either getting a cleaning or the opportunity to work. 

Service Provider/Cleaner Cancellation Policy

If a customer cancels, They’re charged a fee that goes to the service provider/cleaner. Similarly, if a service provider/cleaner canceled within 48-hours of service they’re charged a fee that goes to the customer or cleaner who picks up the job. 

How much is the fee and when is it charged? 

The sooner we know the easier it is to fix. Because of this, the cancellation fees get higher closer to the job’s start time. 

• 48 hours before $20
• 24 hours before $30
• 6 or fewer hours before $50
• After the start of the arrival window $70

The fees will be deducted from the next direct deposit out of money already owed or our of future earnings.

Where does the fee go? 

Tidy Casa will never pocket these fees. The fees will go to one of two places. Either to the cleaner who helps cover or the customer. 

Meaning, for service providers who pick up last-minute cleaning, can potentially get an extra $20-$70 for helping out! 

If no one is able to cover it, the fee will go to the customer in the form of a gift card. 

Can I get out of the fee? 

Of course! If someone is sick or there’s a family emergency, we want the service provider to focus on that first. That said, we’ll need proof before we can waive fees. 

We’ll waive the fee as long as we get a doctor’s note, a message from the school, or similar proof that the cancellation was out of the service provider’s control. 

Who does this affect?

This policy won’t affect the service providers communicating well and keeping their avaialbity up to date. 

Everyone working with Tidy Casa has the ability to work as much or as little as they want. That said if a service provider is opting for more work we need to make sure the availability marked in the system is accurate so we can better serve customers and cleaning teams alike.

Pro-Tips to avoid cancelation fees:

• Add availability as soon as it’s known. Even if it’s months or years into the future the sooner it noted the better it is for everyone. 
• After updating availability, double-check the system recorded it correctly. 
• If there’s ever uncertainty about how to update availability or if it’s correct, give the office and call, and we’ll be happy to help. 

Customer Cancellation Policy 

Customers have a flat rate policy for when they cancel an appointment less than 48-hours before the beginning of the job start time.

A portion of the late cancellation fee is paid to the assigned cleaning teams. Typically between $30-$40. The fee is delivered on the regular direct deposit schedule every two weeks.

When a cancellation is not the customer’s fault, Tidy Casa may waive these fees. There’s always a chance a payment won’t be paid, depending on the specifics of that situation.