What is Homeaglow's Cancellation Policy?
Homeaglow gives you the flexibility to only claim jobs when you are available.
- Once you accept a job, the customer is counting on you to show up
- Cancellations will receive an automatic 1-star review, and you will forfeit your pay for that job.
- Your profile status and ability to claim new requests will be affected.
If you will not be able to make it to a job, we strongly recommend contacting your client to reschedule instead of cancelling. This way, you get to keep the job, and your client will still get their cleaning.
If you and your client can’t reschedule, follow the steps below.
- If you're using the Homeaglow for Cleaners app:
- Select your appointment with your client.
- Tap 'Manage' > 'Cancel Job' or 'Remove Job'.
- If you're using your browser:
- Go to your dashboard's My Upcoming Jobs & Requests page, and select your appointment with your client.
- Click 'View/Edit Details'.
- Select 'Cancel Job' > 'I need to cancel' > 'I cannot reschedule & still want to cancel'.
If your client contacts you and says that they want to cancel and can’t reschedule, follow the steps below.
- If you're using the Homeaglow for Cleaners app:
- Go to the 'My Jobs' tab and select your appointment.
- Scroll down and tap ‘Report an issue’.
- Select ‘My client wants to cancel’.
- Enter the reason for your client’s cancellation request and attach a screenshot of your conversation.
- If you're using your browser:
- Go to the My Upcoming Jobs page of your dashboard.
- Select your appointment with your client > 'View/Edit Details'
- Click 'Cancel Job' > 'Customer wants to cancel' > 'Customer & I can't reschedule' > 'Send to customer'.
- This will notify your client that they will need to cancel the job on their end.
A $20 payment will be issued to you for customer-initiated cancellations done 6 hours before the start of your appointment, unless:
- The job was claimed or rescheduled in the last 24 hours
- Your area is affected by severe weather conditions
- You were late for the job
Happy customers = more jobs! Start with these simple practices to win over more clients:
✔ Always turn on your GPS and send your ETA when you’re about to go to your client’s home. If you’re using your browser, use the check-in function to let your client know you’re on your way.
✔ Read your client's Cleaning Notes and discuss their cleaning priorities.
✔ If your client is home, do a walk-through at the start of the appointment.
✔ Check in with your client before you leave to make sure that everything is in order.
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