You can get a refund for any of the following:
- You never received service because the Homekeeper canceled, and no replacement was found.
- You never received service because you cancelled. (Note: There is a last minute cancellation charge of 50% of the cleaning for cancellations with 24 hours, but you are eligible for a refund of the remainder).
- If a Homekeeper claims that they completed the cleaning, and you believe they did not perform the service at all, you can dispute the cleaning with the Homekeeper. This is not meant to be for poor cleanings. See below:
How does disputing the cleaning work?
TIDY is a platform like Uber, Amazon, and Ebay. We offer protection against poor performance from Homekeepers or fraud, much like Amazon and Ebay provide buyer protection on their platforms.
Instead of disputing a cleaning, you may want to take advantages of our Satisfaction Guarantee. This allows you to get a complimentary cleaning if you are unhappy with your first cleaning for any reason. Just email firstname.lastname@example.org and let them know you would like to take advantage of this. Most of the time this will be our 1 hour service, to come get missed spots. You cannot both dispute a cleaning and get a Satisfaction Guarantee.
However, if a Homekeeper claims that they completed the cleaning, and you believe they did not perform the service at all you can initiate a dispute. Disputing a cleaning makes sure that the Homekeeper does not get paid for failing to perform the service, and you will be refunded. You just need to email email@example.com and tell them that you are disputing the cleaning, and which Homekeeper you are initiating the dispute against.
You must initiate a dispute of the cleaning within 72 hours of the cleaning, and complete the process within 10 days.
You can only dispute with a maximum of 1 Homekeeper per cleaning day. So if you book with multiple cleaners, you will at maximum be able to dispute a cleaning with one of them. For example, if you book a 2 person cleaning, and are unhappy with the results, you can dispute the cleaning with one, but not both of the cleaners.