Legal
Cancellation, No-Show, Refund and Dispute Policy
Draft. Pending legal review.
In plain words
- Booking charges nothing. Before the clean, the host's bank puts a hold on their card for the price; the money stays in the host's account. The card is charged after the clean, by the cleaner's own Stripe account. Cancelling in good time cancels the hold.
- A cleaner who does not come: the hold is cancelled and the host pays nothing. A host who cancels late: a tenth of the price is charged and goes to the cleaner.
- Cancelling late or not showing up is counted on your profile. Three no-shows in 90 days are looked at by a person at ResiSet, who may stop new bookings for a time. Giving a clean back late never pauses anyone.
- If you were charged and are unhappy with the clean, write to us within 7 days. We look at the report and may ask the cleaner to refund part or all of the price; the cleaner can refund from the app. ResiSet has no fee to refund and never takes money from a cleaner.
- Damage and theft are for you, the other person and your insurers. The report is your evidence.
What happens when
| Situation | What happens |
|---|---|
| The host cancels more than 24 hours before the cleaning window | The hold is cancelled, or never placed. Nothing is charged and nothing is owed. |
| The host cancels within 24 hours of the window | A tenth of the price is charged to the host's card, for the cleaner; the rest of the hold is cancelled. The cleaner may rate the host, and a cancellation count shows on the host's profile. |
| The cleaner gives the clean back within 24 hours of the window | The hold is cancelled; the host is not charged. The clean goes back on the board. "Gave back N cleans less than a day ahead" shows on the cleaner's profile for 90 days. It never pauses an account and counts toward nothing else. |
| The cleaner does not show up | The hold is cancelled; the host is not charged. A no-show count shows on the cleaner's profile. Three in 90 days open a conversation between the cleaner and ResiSet: a person looks at what happened, hears the cleaner's side, and may stop new bookings for a time. Nothing pauses on its own. A cleaner can be marked as not having come only once the hours the host set are over; arriving any time within them is on time. |
| The host's card still hasn't gone through 12 hours before the window | The cleaner may give the clean back without it counting against them. Until then the app keeps trying, and the host can use another card. |
| The report is in and the host does nothing | 48 hours after the report, the host's card is charged and the cleaner is paid, unless the host has raised a problem with support in that time. |
| A hold would run out before the clean may be charged | A new hold for the same total is placed and the old one cancelled. If the host's bank declines the new one, or wants the host to confirm it, the host is told and can confirm it in the app; failing that, the old hold is charged before it runs out, even with a problem open, and the problem is settled as the dispute row says. |
| Both say they settled outside the app | The hold is cancelled. Nothing is charged in the app. |
| The host disputes the clean after being charged | The host writes to support within 7 days, with the report open. We look at the photos and the checklist and may ask the cleaner to refund part or all of the price; the cleaner can refund from the clean's page, and we tell both sides what we found. ResiSet has no fee to refund, and never takes money from a cleaner's account. |
| The host's bank reverses the charge (a chargeback) | The chargeback goes to the cleaner's Stripe account and is the cleaner's to answer, with the report and its photos as evidence; the app shows the cleaner the deadline, and we help with the evidence. Stripe and the bank decide. ResiSet never takes money back from anyone. A complaint about quality is a dispute (the row above), not grounds for a chargeback. |
| Damage or theft is claimed | ResiSet does not handle the claim. Turn to your own insurance; the report and its photos are there as evidence. |
Declining a clean you were offered is not a cancellation and is never counted.