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Cancellations and Refund Policy

At Hoova, we strive to maintain a fair balance between the needs of our customers and our cleaning service providers. Our cancellation and refund policies are designed to protect both parties involved.

Cancellations by Customers

  1. More than 1 hour before the service: Customers are free to cancel a booking more than 1 hour before the scheduled service time without incurring any charges.
  1. Less than 1 hour before the service: If a booking is cancelled less than 1 hour before the scheduled service time, customers will be charged for the first hour of the service. This is to compensate the cleaning service providers for their time and lost business opportunity.

Cancellations by Service Providers

  1. More than 3 hours before the service: Service providers can cancel a booking more than 3 hours before the scheduled service time without any penalties.
  1. Less than 3 hours before the service: If a service provider cancels a confirmed booking less than 3 hours before the scheduled service time, they will incur a penalty of $10.

Frequent Cancellations

More than 3 cancellations in a month can lead to account suspension for both cleaners and customers. 

Refunds

  1. If the service provided did not meet their expectations, customers should contact us immediately through our resolution centre at help. We will investigate the issue, and if validated, we may issue a partial or full refund depending on the circumstances.
  1. If the customer denies the cleaner from providing service without taking the required post and pre pictures, they are not entitled to a refund.
  1. Customers, if proven correct in their claims, can receive a partial/full refund based on the decision made in the resolution centre. Additionally, they may be offered up to 15% discount on their next booking.
  1. Please note, we only process payments once the cleaning job is complete. 

By using our platform and services, you agree to abide by this Cancellations and Refund Policy. We reserve the right to modify this policy at any time, so please review it frequently.

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