Cancellation Policy

We understand that plans change and life can be unpredictable. Our cancellation policy is designed to be fair to both you and our cleaners, who set aside their time to be at your home. Here's everything you need to know about cancelling or changing a booking.

Free cancellation window

You can cancel your booking completely free of charge if you do so more than 72 hours before your scheduled appointment:

• No cancellation fee is charged
• Any payment authorisation or hold on your card is released
• The funds typically return to your account within 1-5 working days depending on your bank
• You'll receive email confirmation that your booking has been cancelled

Late cancellation fees

If you cancel less than 72 hours before your booking, a cancellation fee applies:

• The cancellation fee is full booking cost
• This fee compensates your cleaner for the lost work, as they've already reserved this time for you
• The fee is charged to your saved payment method
• You'll receive an email confirmation with the fee details

No-shows

If you don't cancel and your cleaner arrives but cannot access your property or you're not home when required:

• The full booking cost is charged
• Your cleaner is paid for their time and travel
• This is treated the same as a service that took place
• If there was a genuine emergency preventing you from cancelling, please contact us as soon as possible

How to cancel a booking

Cancelling a booking through your dashboard is quick and straightforward:

• Log into your Servella account
• Go to your bookings and find the booking you want to cancel
• Click "Cancel Booking"
• You'll see whether the cancellation is free or if a fee applies
• The exact time until your booking and the free cancellation deadline is displayed
• Optionally, let us know why you're cancelling (this helps us improve)
• Confirm the cancellation
• You'll receive email confirmation immediately

What you'll see when cancelling

When you go to cancel a booking, we show you all the relevant information upfront so there are no surprises:

• How much time remains until your booking
• Whether you're within the free cancellation window
• The exact cancellation fee if one applies
• A clear confirmation of what will happen when you proceed

Rescheduling instead of cancelling

If you still need a clean but the original time no longer works, rescheduling is often better than cancelling:

• Rescheduling is free if done more than 72 hours in advance
• You can change the date, time, or duration of your booking
• Your cleaner assignment may be updated if needed
• You won't lose your booking slot or have to go through the full booking process again
• To reschedule, go to your booking and click "Edit Booking" instead of "Cancel"

Recurring booking cancellations

For customers with recurring bookings (weekly, fortnightly, or monthly):

• You can cancel individual appointments without affecting the rest of your schedule
• Each cancellation is assessed individually based on when you cancel
• To cancel just one clean, go to that specific booking in your calendar
• To cancel your entire recurring arrangement, you can pause or stop the series
• Pausing is often better than stopping if you might want to resume later

When we may cancel

In rare circumstances, we may need to cancel or reschedule your booking:

• Cleaner illness or emergency - we'll try to find a replacement, but if we can't, we'll cancel at no charge to you
• Severe weather conditions that make travel unsafe
• Unforeseen circumstances beyond our control
• If we cancel, you'll never be charged and any payment holds are released immediately
• We'll notify you as soon as possible and help you reschedule if desired

Why we charge cancellation fees

Our cancellation policy exists to be fair to our cleaners:

• Cleaners plan their schedules around confirmed bookings
• A last-minute cancellation means lost income they can't easily replace
• The 72-hour window gives you flexibility while allowing cleaners to adjust their schedules
• This policy helps us retain the best cleaners and ensure reliable service for all customers

Contact us

If you have questions about cancellations or need help with a booking, contact our support team. We're here to help find the best solution for your situation.