Cancelling a Booking

We understand that plans change and sometimes you need to cancel a cleaning appointment. Whether it's an unexpected event, a change in schedule, or any other reason, cancelling your Servella booking is straightforward. Here's everything you need to know about our cancellation process and policy.

How to cancel

Follow these steps to cancel a booking:

• Log in to your Servella account using your email and password
• Navigate to "My Bookings" from your dashboard
• Find the booking you want to cancel and click on it to view details
• Click the "Cancel Booking" button
• Select a cancellation reason from the dropdown (optional but helps us improve)
• Review any applicable charges based on our cancellation policy
• Confirm the cancellation by clicking "Yes, Cancel Booking"

Cancellation policy

Our cancellation policy is designed to be fair to both customers and our cleaning professionals. The terms are as follows:

• Cancel 72+ hours before your appointment: Full refund with no cancellation fee
• Cancel less than 72 hours before your appointment: full booking cost applies
• No-shows (failing to provide access or be available): Full booking cost charged

Why we have a cancellation window

Our cleaners reserve time specifically for your appointment and often turn down other work to accommodate your booking. When you cancel at short notice, they may not be able to fill that time slot, which impacts their livelihood. The 72-hour window gives us enough time to reassign cleaners to other customers who need cleaning services.

Refund processing

When you cancel within the free cancellation window:

• If payment was on hold (authorised but not captured), the hold is released immediately
• If payment was already captured, a full refund is processed to your original payment method
• Refunds typically appear in your account within 5-10 business days, depending on your bank
• You'll receive an email confirming your cancellation and any refund details

Late cancellation charges

If you cancel within 72 hours of your appointment, full booking cost will be charged. This helps compensate our cleaners for the time they had reserved for your appointment. You'll see the exact amount before confirming your cancellation, so there are no surprises.

Recurring bookings

If you have a recurring cleaning schedule (weekly, fortnightly, or monthly) and need to cancel just one appointment, you can skip that single date without affecting your regular schedule. Your future bookings will continue as normal. If you need to cancel your entire recurring arrangement, please contact our customer service team.

Cancellation confirmation

After cancelling your booking:

• You'll see an on-screen confirmation that your booking has been cancelled
• You'll receive an email with your cancellation details and any refund information
• Your cleaner is automatically notified of the cancellation
• The booking will appear in your "Cancelled" tab for your records

Alternatives to cancelling

Before you cancel, consider whether rescheduling might work better for you. If you just need to change the date or time, you can edit your booking instead of cancelling and rebooking. This way, you keep your cleaner assignment and avoid any potential issues with availability.