We want you to feel safe booking with Tidize. Here's how cancellations and refunds work.
1. Before a cleaner is assigned
You can cancel for free from your My bookings page. Your payment authorization is voided automatically and you will not be charged.
2. After a cleaner is assigned
Once a cleaner has accepted your booking:
- More than 24 hours before the scheduled start: free cancellation. Email support@tidize.com to cancel.
- Less than 24 hours before the scheduled start: a $25 cancellation fee applies to compensate the cleaner for the reserved slot.
- Less than 2 hours before the scheduled start or after the cleaner has arrived: the full booking price is charged.
3. No-shows
If you are not available at the scheduled address and the cleaner cannot gain access (no answer, no key, gate code invalid), the booking is marked as a no-show and the full booking price is charged. The cleaner is paid for the trip.
4. Re-clean guarantee
If you're not satisfied with a cleaning, contact us within 24 hours of completion. At our discretion we will either: (a) send the cleaner back to re-clean the unsatisfactory areas at no charge, or (b) issue a partial or full refund.
5. Refunds
Refunds are issued to the original payment method. Once approved, refunds typically appear within 5–10 business days depending on your bank.
6. Cancellations by the cleaner or Tidize
If the assigned cleaner cancels, we'll attempt to reassign your booking to another available cleaner. If we can't reassign in time, we will cancel the booking, void any pending authorization, and notify you by email and SMS.
7. Contact
Cancellation help — support@tidize.com.