Instaclean processes customer payments securely when a booking is made. Customers pay Instaclean through supported payment methods such as card or mobile money, and cleaners receive their earnings through the Instaclean wallet and payout system after jobs are completed.
This article explains when customers are charged, how cleaner earnings work, and how refunds or payout issues are handled.
For customers: when you are charged
You are charged when you confirm your booking at checkout.
Before you pay, you will see the booking total, including any applicable taxes, fees, discounts, or charges shown in the app.
After payment is successful:
- Your booking is confirmed
- Your payment is securely processed
- You may receive a receipt or payment confirmation
- Your booking details are saved in the app
Payments are processed through Instaclean’s payment provider, Paystack.
Does my payment go directly to the cleaner?
No. Customer payments do not go directly from your card or mobile money account to the cleaner’s personal bank or mobile money account at checkout.
When you pay for a booking, you pay Instaclean. Instaclean then records the payment against your booking and manages cleaner earnings through the platform.
This helps Instaclean:
- Confirm that bookings are paid before service
- Track booking payments correctly
- Apply platform fees, taxes, and adjustments where needed
- Handle refunds, disputes, and cancellations
- Pay cleaners through a controlled payout process
What payment methods can I use?
Available payment methods may include:
- Debit or credit card
- Mobile money
- Other Paystack-supported payment methods
The options shown at checkout may depend on your location, payment provider availability, and the payment method you choose.
What happens after I pay?
After your payment is successful, Instaclean will usually:
- Confirm your booking.
- Mark the booking as paid.
- Notify the assigned cleaner or begin cleaner matching.
- Record the payment for your booking.
- Make the booking available in your app history.
If payment fails, the booking may remain unpaid or may not be confirmed until payment is completed.
For cleaners: how you get paid
Cleaners are not paid directly at the moment a customer checks out.
Instead, customer payments are collected by Instaclean first. After platform fees, taxes, and any applicable adjustments are deducted, your net earnings are recorded in your Instaclean wallet.
You can view your available balance in the cleaner wallet area of the app.
Cleaner wallet balance
Your wallet shows earnings from completed jobs.
Your available balance may reflect:
- Completed jobs
- Platform fees
- Taxes or deductions
- Refunds or cancellation adjustments
- Dispute adjustments
- Previous withdrawals
Your wallet balance is the amount available for withdrawal, subject to Instaclean’s payout rules and review checks.
Setting up payout details
Before you can withdraw cleaner earnings, you must add payout details in the app.
Payout details may include:
- Mobile money account
- Bank account
- Account name
- Provider or bank
- Account number or mobile money number
Make sure your payout information is accurate. Incorrect details may delay or prevent withdrawals.
Withdrawing funds
Once you have an available wallet balance and valid payout details, you can request a withdrawal from the app.
To withdraw:
- Open your cleaner wallet.
- Check your available balance.
- Tap Withdraw Funds.
- Choose your saved payout method.
- Confirm the withdrawal.
Instaclean then sends the withdrawal to your saved bank or mobile money account through its payment provider.
Withdrawals are sent from Instaclean’s merchant balance, not directly from the customer’s checkout payment.
When cleaners receive earnings
Cleaner earnings are usually made available after the job is completed and marked as done, subject to Instaclean’s payout schedule and platform policies.
Payout timing may depend on:
- Job completion
- Customer confirmation
- Cancellation status
- Refund or dispute review
- Quality or safety review
- Payment provider processing time
- Bank or mobile money provider delays
If a booking is cancelled, refunded, disputed, or violates platform policies, your earnings may be adjusted.
Fees, taxes, and deductions
Instaclean may deduct applicable fees, taxes, or platform charges before cleaner earnings become available for withdrawal.
This means the amount a customer pays may not be the same as the amount a cleaner receives.
Cleaner earnings shown in the wallet are usually the cleaner’s net earnings after applicable deductions.
Refunds and cancellations
Refunds follow Instaclean’s Cancellation and Refund Policy.
In general:
- Customers may receive a full refund when cancelling early enough under the policy.
- Some cancellations may qualify for a partial refund.
- Same-day cancellations may not qualify for a refund, depending on the policy.
- Refund timing depends on the payment method, bank, or mobile money provider.
If a refund is issued, the cleaner’s earnings for that booking may be adjusted.
For service issues after a visit, contact support with your booking ID.
Failed payments
If a customer payment fails, the booking may not be confirmed.
Common reasons for failed payments include:
- Insufficient funds
- Bank decline
- Mobile money decline
- Incorrect card details
- Network or provider issue
- Payment authorization not completed
If your payment fails, try again or use another payment method.
Payment security
Instaclean uses Paystack to process payments securely.
Instaclean does not ask customers or cleaners to send card details, mobile money PINs, or banking passwords through chat, phone calls, or support messages.
Never share your payment PIN, bank password, OTP, or card security code with anyone claiming to represent Instaclean.
Frequently asked questions
Do customers pay Instaclean or the cleaner?
Customers pay Instaclean through the app or website checkout. Instaclean then manages cleaner earnings through the platform wallet and payout system.
Do cleaners receive money immediately after the customer pays?
No. Cleaners receive earnings through the Instaclean wallet after the job is completed and any required checks, fees, taxes, or adjustments are applied.
Can cleaners withdraw to mobile money?
Yes, where supported. Cleaners can add mobile money or bank payout details in the app and withdraw available earnings.
Why is my cleaner payout less than the customer’s payment?
The customer’s payment may include taxes, platform fees, service fees, or other charges. Cleaner earnings are calculated after applicable deductions and adjustments.
What should I do if my withdrawal is delayed?
Check that your payout details are correct. If the withdrawal is still delayed, contact support with the withdrawal amount, date, and payout method.
What should I do if I was charged but my booking is not confirmed?
Contact Instaclean support with your payment reference, booking details, phone number, and email address used for the booking.
Need help?
If you have a payment, refund, or withdrawal issue, contact Instaclean support.
Please include:
- Booking ID, if available
- Payment reference, if available
- Phone number used for the booking
- Email address used for the booking
- Screenshot of the issue, if helpful
- Date and amount of the payment or withdrawal
Our support team can look up your booking and help with account-specific questions.