Refund & Cancellation Policy

Last updated: 21 July 2026

The short version: CleanApp Go only charges you after your cleaner marks the job "completed." If you cancel or reschedule before that point, you were never charged, so there is nothing to refund.

1. Cancelling or rescheduling before the job is done

A booking moves through pending → accepted → in progress → completed before payment ever opens. You can cancel from the booking screen at any point before completion, and provide a reason when you do. You can also request a new date and time; your cleaner is notified of the change.

Because no payment has been collected at this stage, cancelling or rescheduling before completion does not involve a refund.

2. If you're unhappy after the job is marked complete

Once your cleaner marks a job "completed," you'll see an itemized total and a "Pay now" option. If you believe the work wasn't done to a reasonable standard, or the completion was marked incorrectly, open a dispute from the booking screen before paying. Our team will review it and may require the job to be revisited or reassigned before payment proceeds.

3. Refunds after payment

If a valid issue is identified after you've already paid, refunds are reviewed case by case and, where approved, are issued back to your original payment method through the same gateway that processed the charge (Paystack or ExpressPay). Processing times depend on that provider and your bank or mobile money operator, and typically take a few business days to reflect.

4. How to open a dispute

From the relevant booking's detail screen, choose "Open dispute" and describe the issue. You can also email hello@cleanappgo.com with your booking reference if you're unable to access the app.

5. Cleaner-side cancellations

If a cleaner cancels an accepted booking, you are not charged for that booking, and you're free to rebook with another cleaner on the platform.

6. Related policies

This policy should be read alongside our Terms of Service and Privacy Policy.