My Cleaner Didn't Arrive

We understand how frustrating it is when your cleaner doesn't arrive as expected. At Servella, we take missed appointments very seriously and have processes in place to resolve the situation quickly. This guide explains exactly what to do if your cleaner doesn't show up and what you can expect from us.

Before you report a no-show

Before reporting that your cleaner hasn't arrived, please check the following:

• Verify the booking date and time in your confirmation email or the Servella app – occasionally bookings may be for a different day than expected
• Check if you received any messages from your cleaner or from Servella about delays or changes
• Ensure your property is accessible – if you're not home, confirm that any key arrangements or access codes are working
• Wait until 15 minutes past your scheduled start time, as cleaners may experience minor delays due to traffic or previous appointments

Common reasons for delays

Most of the time, if a cleaner is running late, there's a reasonable explanation:

• Traffic delays – particularly during rush hour or due to roadworks
• Previous appointment running over – deep cleans can sometimes take longer than expected
• Difficulty finding the property – especially for first-time visits to your address
• Public transport issues – if your cleaner doesn't drive

How to report a no-show

If your cleaner hasn't arrived within 30 minutes of the scheduled time and you haven't received any communication, please contact us immediately:

• Go to the "Complaints" section in your dashboard
• Click "Report an Issue"
• Select the booking in question from your recent bookings
• Enter "Cleaner didn't arrive" as the title
• Provide details in the description: the scheduled time, how long you waited, and any attempts to contact the cleaner
• Submit the complaint – our team will be notified immediately and prioritise your case
• Alternatively, you can contact us directly via the Messages section for faster assistance

What happens after you report

Once you've reported that your cleaner didn't arrive, our operations team will take immediate action:

• You'll receive confirmation that your report has been received
• We'll attempt to contact the assigned cleaner to understand what happened
• A member of our team will contact you as soon as possible to discuss resolution options
• We'll work with you to find a solution that suits your needs

Resolution options

We offer several ways to make things right when a cleaner doesn't show up:

• Replacement cleaner – if possible, we'll send another cleaner the same day at no extra cost
• Rescheduling – we'll rebook your clean for another day that works for you, with priority scheduling
• Full refund – if neither of the above options work for you, we'll provide a complete refund
• Account credit – alternatively, we can add credit to your account for future bookings

Our no-show guarantee

We stand behind our service. If your cleaner doesn't arrive and it's not due to access issues on your end, you're entitled to:

• A full refund or free rescheduled clean
• Priority rebooking if you choose to reschedule
• A goodwill credit for the inconvenience caused
• Assurance that the matter will be investigated internally

Preventing future no-shows

While no-shows are rare, here are some tips to ensure smooth appointments:

• Keep your contact details up to date so cleaners can reach you if needed
• Provide clear access instructions, especially for first-time visits
• If you won't be home, ensure key arrangements are reliable and communicated clearly
• Enable push notifications in the app to receive real-time updates about your booking
• If you need to change the appointment, reschedule as early as possible

Contact us directly

If you're unable to report through the app or need immediate assistance, you can contact our support team directly. We're available 7 days a week and will prioritise your case to get your cleaning needs sorted as quickly as possible.