Cancellation & Refund Policy
We understand that plans change. Our flexible cancellation policy is designed to be fair for both clients and our professional cleaning partners.
Cancellation Timeline
Your cancellation charges depend on when you cancel your booking
Free Cancellation
Cancel your booking for free up to 24 hours before your scheduled appointment.
Late Cancellation
50% of the booking fee applies for cancellations made 2-24 hours before your appointment.
Very Late Cancellation
Full booking fee applies for cancellations made less than 2 hours before your appointment.
How to Cancel Your Booking
Through Your Account
- 1Log in to your neatly account
- 2Go to "My Bookings"
- 3Select the booking you want to cancel
- 4Click "Cancel Booking" and confirm
Contact Support
If you're unable to cancel online, contact our support team:
Email: support@theneatlyapp.com
Response time: Within 2 hours during business hours
Business hours: Monday - Sunday, 7:00 AM - 10:00 PM GMT
Important: Email cancellations must be sent before the cut-off times listed above. The timestamp of your email will be used to determine applicable charges.
Emergency Cancellations
Waived Cancellation Fees
We understand that genuine emergencies happen. Cancellation fees may be waived for documented emergencies, including:
- Medical emergencies affecting you or your immediate family
- Sudden property damage (flood, fire, break-in)
- Bereavement in immediate family
- Unexpected work emergencies (with documentation)
- Severe weather conditions making access unsafe
Documentation required: Emergency cancellations require supporting documentation (medical certificate, police report, etc.) and must be submitted within 48 hours of the cancellation.
Refund Process
Refund Timeline
- •Immediate: Account credit for future bookings
- •3-5 business days: Original payment method refund
- •7-14 business days: Bank processing time (varies by provider)
Refund Methods
Cleaner-Initiated Cancellations
If Your Cleaner Cancels
Occasionally, cleaners may need to cancel due to illness or emergencies. In these cases:
- Full refund: You receive a complete refund with no charges
- Rebooking assistance: We'll help you find an alternative cleaner
- Priority matching: You get priority access to available cleaners
- Service credit: £10 credit for the inconvenience on bookings over £50
Same-day cancellations: If a cleaner cancels on the day of service, you'll receive an immediate full refund plus a £20 service credit.
Questions About Cancellations?
Our support team is here to help with any questions about cancellations, refunds, or rebooking.