Cancellation & Refunds
Cancellation rules depend on when a session is cancelled.
This is a plain-language summary to help you understand how cancellations work. It does not replace the full Terms & Conditions, which remain the legal agreement.
More than 24 hours before the cleaning
100% of the cleaning service (labour, supplies and equipment) is refunded to your card. The Booking Fee and Service & Processing Fee are not refunded.
Less than 24 hours before the cleaning
15% of the session's labour charge is kept as a Late Cancellation Fee for the Cleaner; the rest of the cleaning service is refunded. The Booking Fee and Service & Processing Fee are not refunded.
Cleaner cancellation or no-show
If a Cleaner cancels, declines or fails to arrive, everything you paid — fees included — is added to your Talova Account Credit automatically and straight away, with nothing for you to do. Use it to book another Cleaner, or withdraw it to your card at any time from Payments (the first withdrawal in any 7 days is free, then 5%, minimum £1.50).
Access to the property
Clients must provide access at the agreed time, plus working electricity and running water. If the Cleaner cannot gain access within 20 minutes of arrival, this is treated as a Late Cancellation under the Terms.
The Booking Fee and Service & Processing Fee are refunded when a Cleaner cancels, declines, doesn't arrive or doesn't answer a request in time; they are kept only when you cancel, when you prevent the session going ahead on site, or after an early finish. Clients have 7 calendar days from the scheduled completion time to report a problem in the app for fast-track dispute review.
Weekly recurring services
For recurring services, the following week's cleanings are charged every Friday at 08:00 (UK time). If the payment fails, it's retried on Saturday at 09:00 and Sunday at 12:00; if it still hasn't gone through after the Sunday attempt, the unpaid cleanings are cancelled and the subscription ends. Cancel before the Friday 08:00 charge to avoid being charged for the following week.
See the full Terms & Conditions for the complete, authoritative rules.