Clear guidelines for canceling cleaning service bookings on Spotless Markets.
This Cancellation Policy outlines the procedures and terms for canceling cleaning service bookings made through the Spotless Markets platform. The policy applies to both Customers (individuals requesting cleaning services) and Operators (cleaning service providers). Understanding these policies helps ensure fair treatment and clear expectations for all parties.
Cancellations are subject to different terms depending on the timing of the cancellation, who initiates it, and whether the service has commenced. By booking a service through the Spotless Markets platform, you agree to be bound by this Cancellation Policy.
Customers may cancel their service bookings according to the following terms:
Eligibility: A Customer who cancels a booking at least 24 hours before the scheduled service start time is eligible for a full refund, including the Spotless Markets marketplace fee.
Process: The Customer may cancel through the Platform by selecting the booking and clicking the cancel button. The cancellation is effective immediately upon confirmation through the Platform.
Refund Timeline: The refund will be processed within 5-10 business days and will be credited to the original payment method.
Operator Notification: The Operator will be notified of the cancellation immediately. The Operator is not entitled to payment for canceled bookings with 24+ hours notice.
Cancellation Fee: If a Customer cancels a booking with less than 24 hours notice, a cancellation fee of 50% of the service cost will be charged. This fee is retained by the Company and the Operator (split as determined by the booking terms) to compensate the Operator for lost business and preparation.
Refund Amount: The Customer will receive a refund of 50% of the service cost (the remaining 50% less the Spotless Markets fee is forfeited). The Spotless Markets marketplace fee is non-refundable for cancellations with less than 24 hours notice.
Process: The Customer may cancel through the Platform. The Customer will be shown the cancellation fee before confirming the cancellation.
Refund Timeline: The refund will be processed within 5-10 business days and credited to the original payment method.
No Refund: If a Customer cancels a booking after the Operator has arrived or after the service has commenced, no refund is available. The full service amount is due to the Operator (minus the Spotless Markets fee).
Partial Service Payment: If the service has been partially completed and the Customer cancels, the Customer remains responsible for payment of the completed portion of the service.
Dispute Resolution: If there is disagreement about the extent of work performed, the Company will review available evidence (messages, photos, ratings) to determine the appropriate payment.
Operators are expected to honor accepted bookings. Operator cancellations are subject to the following terms:
Acceptable Reason: Operators may cancel bookings for legitimate reasons such as illness, emergency, scheduling conflicts, or equipment failure, provided notice is given as early as possible.
Early Notice (24+ Hours): If an Operator provides notice of cancellation at least 24 hours before the scheduled service, a full refund will be issued to the Customer. The Operator will receive no payment. This is considered a standard cancellation.
Short Notice (Less Than 24 Hours): If an Operator cancels with less than 24 hours notice, the Customer receives a full refund, and the Operator forfeits 50% of the service cost to the Company as a penalty for late cancellation. The Operator may not receive any payment for the booking.
Impact on Operator Account: Operators with a high rate of cancellations may receive warnings, reduced visibility in search results, or account suspension if cancellation behavior is deemed unreliable.
If an Operator fails to arrive for a scheduled service without prior notice or communication, this is considered a "no-show" and is treated as a serious violation of the service agreement. See Section 5 (No-Shows) for details.
Operators who regularly cancel bookings may experience the following consequences:
Rescheduling Options: Rather than canceling, Customers and Operators may attempt to reschedule a booking to a different date and time. Rescheduling can be initiated by either party through the Platform's messaging system or by canceling the original booking and creating a new booking.
Mutual Agreement: Both parties must agree to the new date and time for a rescheduling to be finalized. If a new booking is created, standard booking terms apply.
Fee Adjustments: If rescheduling results in a different service cost (for example, different scope or time), the pricing will be adjusted accordingly. Refunds or charges will be processed as needed.
Communication: Customers and Operators are encouraged to communicate directly through the Platform to arrange rescheduling to avoid cancellation fees when possible.
Definition: A "no-show" occurs when a scheduled service does not take place because either the Customer or Operator fails to show up without prior notice or communication.
Full Refund: If an Operator does not arrive at the scheduled time and does not communicate with the Customer within 15 minutes of the scheduled start time, the Customer is entitled to a full refund of the service cost, including the Spotless Markets fee.
Refund Process: The Customer may request a refund through the Platform. No investigation is required for operator no-shows, and the refund will be processed within 5 business days.
Operator Consequences: Operator no-shows are serious violations and will result in:
Operator Compensation: If a Customer is not available at the agreed-upon location at the scheduled service time and does not communicate with the Operator within 15 minutes of the scheduled start time, this is considered a customer no-show. The Operator is entitled to retain 100% of the service payment as compensation for reserved time and lost opportunity.
No Refund: The Customer will not receive a refund and remains responsible for the full service cost.
Communication Exception: If the Customer and Operator communicate and agree to reschedule before the 15-minute grace period expires, the booking may be rescheduled without penalty.
Cancellation Method: All cancellations must be processed through the Spotless Markets Platform. To cancel a booking:
Direct Communication: Do not cancel through direct communication with the Operator alone. Direct cancellations must be processed through the Platform to ensure proper refund processing and record-keeping.
Time Zones: Cancellation times are calculated based on the Customer's local time zone. The 24-hour threshold is measured from the scheduled service start time in the Customer's time zone.
The refund amount depends on the timing and party initiating the cancellation:
| Cancellation Scenario | Refund Amount | Timeline |
|---|---|---|
| Customer cancels 24+ hours in advance | 100% full refund | 5-10 business days |
| Customer cancels less than 24 hours | 50% refund (50% fee retained) | 5-10 business days |
| Customer cancels during/after service | No refund | N/A |
| Operator cancels 24+ hours in advance | 100% refund to Customer | 5-10 business days |
| Operator cancels less than 24 hours | 100% refund to Customer | 5 business days |
| Operator no-show | 100% refund to Customer | 5 business days |
| Customer no-show | No refund; Operator keeps 100% | N/A |
Professional Conduct: When canceling a booking or discussing cancellation with the other party, all communication should be professional, respectful, and clear. Abusive, discriminatory, or threatening language during cancellation discussions may result in account suspension or termination.
Reason for Cancellation: Customers and Operators are encouraged to provide a brief reason for cancellation. This helps the Company understand service quality issues and improve the platform. However, providing a reason is optional.
Dispute Resolution: If there is disagreement about cancellation terms (such as the timing of notice or whether notice was given), the Company will review available evidence including message timestamps, platform records, and communication history to determine the appropriate action.
System-Initiated Cancellations: The Company may automatically cancel bookings in certain circumstances:
Users will be notified of automatic cancellations via email and through the Platform.
Force Majeure: If an event beyond the control of either party (such as extreme weather, natural disasters, or civil unrest) makes service impossible, the Company may allow cancellation with a full refund or rescheduling to a later date at the Customer's option, regardless of notice period.
Safety Concerns: If a Customer or Operator cancels due to safety concerns (such as unsafe working conditions, health risks, or security issues), the cancellation may be processed with a full refund regardless of the notice period.
Operator Illness or Emergency: If an Operator cancels due to a documented illness, medical emergency, or significant emergency situation, the Company may waive cancellation penalties and allow the booking to be rescheduled without loss to either party, at the Company's discretion.
Customer Discretion: The Company retains discretion to approve cancellations outside the standard policy terms when extenuating circumstances exist. Requests for discretionary cancellation consideration should be submitted to legal@spotlessmarkets.com with supporting documentation.
Cancellation Impact: Cancellations may impact the ratings and reviews associated with a booking:
For questions about cancellations or to report issues with a cancellation, contact our customer support team:
Spotless Markets LLC
Email: legal@spotlessmarkets.com
Website: www.spotlessmarkets.com
Hours: Monday - Friday, 9 AM - 5 PM EST
Please provide your booking confirmation number and a detailed explanation of your cancellation issue when contacting support.
The Company reserves the right to modify this Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Platform constitutes acceptance of any changes to this policy. For significant changes, we will provide reasonable notice to users through email or Platform notifications.
This Cancellation Policy is effective as of March 26, 2026, and was last updated on that date. This policy is incorporated by reference into our Terms of Service.