This Cancellation & Refund Policy explains when you can cancel or reschedule a cleaning booking on Instaclean, how refunds are calculated, and how we return money when a visit does not take place. It applies to customers who book through the Instaclean app or website. By booking, you agree to these terms together with our Terms of Service.
Summary
Refund amounts depend on how far in advance you cancel and whether the visit is scheduled for the same calendar day as the cancellation. All times are measured in the service timezone shown on your booking (typically the timezone of the cleaning location).
| When you cancel | Refund (if already paid) |
|---|---|
| 24 hours or more before the scheduled start | Full refund (100% of the booking total you paid) |
| Less than 24 hours before start, and the visit is not on the same calendar day | 50% refund (a 50% cancellation fee applies to compensate your cleaner for holding the slot) |
| On the same calendar day as the scheduled visit | No refund |
| After your cleaner is on the way, has arrived, or the job is in progress | Cancellation is not available in the app. Contact support |
The app shows the refund that applies to your booking before you confirm a cancellation. Unpaid or pending bookings can still be cancelled; no payment reversal is needed.
How to cancel or reschedule
In the Instaclean app
- Open the Activity tab and find your upcoming booking.
- Tap Cancel booking or use Reschedule to pick a new date and time.
- Review the cancellation summary, then confirm. Cancellations cannot be undone once confirmed.
Rescheduling is subject to cleaner availability. We recommend requesting changes at least 24 hours before your original start time when possible.
How refunds are processed
When a refund applies, we initiate it to your original payment method (the card, mobile money, or bank account you paid with). You will receive email confirmation when the refund is initiated.
How long refunds take
Most refunds arrive within 16-48 hours. Depending on how you paid and your bank or mobile-money provider, some refunds may take 3-10 business days to appear in your account.
Timelines can vary by payment channel. For example, refunds on Pay with Transfer (bank or mobile-money transfer at checkout) are often processed automatically by our payment partner and may credit within 24-48 hours when the reversal succeeds; if a transfer fails or is delayed, your provider may take longer. Card refunds depend on your card issuer. See Paystack’s Pay with Transfer guide for more on transfer payments and automatic refunds in Ghana and Nigeria.
If you have not received an eligible refund after 10 business days, contact Instaclean support with your booking ID and payment receipt.
In Ghana, you may also add a Refund account (bank or mobile money) in the app under Spending → Refund account. If a refund to your card or mobile wallet cannot be completed automatically, our team may send eligible refunds to your saved Refund account instead.
Refund amounts reflect the booking total you paid at checkout, including applicable taxes and fees, adjusted by the cancellation tier above. Promotional credits or gift-card portions may be refunded as account credit where required by law or our promotions terms.
When a cleaner cancels
If a confirmed cleaner cancels and we cannot arrange a suitable replacement in time, you will receive a full refund of amounts you paid for that booking. We may also offer to rebook at no additional charge when availability allows.
Exceptions and disputes
Exceptions, complaints, and disputes
Some issues cannot be resolved through automatic cancellation or refund rules.
If your cleaner is already on the way, has arrived, or the job is in progress, cancellation may not be available in the app. Please contact Instaclean support so our team can review the situation.
You should also contact support if:
- You believe the wrong cancellation fee was applied
- Your eligible refund failed or has not arrived after the expected timeline
- Your cleaner did not show up
- You were not satisfied with the completed service
- There was damage, safety concern, or another serious issue
- You were charged but your booking was not confirmed
- You need help with a refund that could not be processed automatically
Instaclean does not resolve these issues directly between the customer and cleaner’s personal bank or mobile money account. Customer payments are processed by Instaclean, and eligible refunds are handled through Instaclean and its payment provider.
For service quality issues after a completed visit, contact Instaclean support within 24 hours of completion. Include your booking ID, a short description of the issue, and any helpful photos or screenshots.
Our support team will review the booking, payment record, cleaner status, and any relevant communication before deciding the next step. Depending on the case, this may include a refund, partial refund, rebooking, account credit, cleaner follow-up, or another resolution.
Chargebacks or payment disputes filed outside Instaclean’s support process may take longer to resolve and may be handled under our Terms of Service.
Changes to this policy
We may update this policy from time to time. The version in effect at the time you confirm a booking governs that booking unless otherwise required by law. The latest version is always available at help.tryinstaclean.com/help/legal/cancellation-refund-policy.
Exceptions, complaints, and disputes
Some issues cannot be resolved through automatic cancellation or refund rules.
If your cleaner is already on the way, has arrived, or the job is in progress, cancellation may not be available in the app. Please contact Instaclean support so our team can review the situation.
You should also contact support if:
- You believe the wrong cancellation fee was applied
- Your eligible refund failed or has not arrived after the expected timeline
- Your cleaner did not show up
- You were not satisfied with the completed service
- There was damage, safety concern, or another serious issue
- You were charged but your booking was not confirmed
- You need help with a refund that could not be processed automatically
Instaclean does not resolve these issues directly between the customer and cleaner’s personal bank or mobile money account. Customer payments are processed by Instaclean, and eligible refunds are handled through Instaclean and its payment provider.
For service quality issues after a completed visit, contact Instaclean support within 24 hours of completion. Include your booking ID, a short description of the issue, and any helpful photos or screenshots.
Our support team will review the booking, payment record, cleaner status, and any relevant communication before deciding the next step. Depending on the case, this may include a refund, partial refund, rebooking, account credit, cleaner follow-up, or another resolution.
Chargebacks or payment disputes filed outside Instaclean’s support process may take longer to resolve and may be handled under our Terms of Service.