Refund & Cancellation Policy

Last updated: 7 May 2026

1. Cancellation by Customer

More than 24 hours before service: Full refund, no questions asked.

12–24 hours before service: 75% refund of the booking amount.

Less than 12 hours before service: 50% refund. The remaining 50% compensates the provider for the reserved time slot.

No-show: No refund. The full amount is charged and the provider receives their payout.

2. Cancellation by Provider

If a provider cancels, you receive a full refund automatically. We will attempt to match you with an alternative provider at no additional cost.

3. Service Quality Issues

If you are unsatisfied with the quality of service, you may raise a dispute within 48 hours of service completion. Our team will investigate and may offer: a full or partial refund, a complimentary re-service, or credit towards future bookings.

4. Damaged Items

For laundry services, if items are damaged during processing, you may file a claim. Claims must be submitted within 72 hours with photographic evidence. Compensation is assessed based on the item's current market value, up to a maximum of R5,000 per booking.

5. Refund Processing

Approved refunds are processed within 5–7 business days. Refunds are returned to the original payment method. You will receive a confirmation email once the refund has been processed.

6. Recurring Service Cancellation

Recurring (subscription) services can be paused or cancelled at any time from your dashboard. Cancellation takes effect after the current billing period. No refund is issued for the current period once the service has been rendered.

7. How to Request a Refund

Refunds can be requested through: your dashboard under booking history, the in-app support ticket system, or by emailing support@cleanconnect.co.za with your booking reference number.