Cleanavo Cancellation & Refund Policy

Forms part of the Terms of Service (for hosts) and the Cleaner Terms and Independent Contractor Agreement (for cleaners).

Effective date: 23 September 2026
Last updated: 30 October 2026

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1. How payment for a cleaning works

Payment for a cleaning takes place in the following steps:

1. (a)You schedule a cleaning. You are not charged.
2. (b)A cleaner claims the cleaning. You are still not charged.
3. (c)Approximately 24 hours before the start, we place a hold on your card for the amount due, less any referral or promotional credit you have applied (Terms Section 7.10). A hold is not a payment: it reserves the funds without transferring them. No hold is placed for a cleaning that a credit covers in full.
4. (d)The cleaner completes the job. We capture the hold, and the payment is taken at that point.

If a cleaning does not take place, the hold is released. No money leaves your account, so there is nothing to refund. Your bank may take a few days to show the released funds as available.

For this reason, this policy refers to fees and released holds rather than refunds: in most cases, Cleanavo does not need to issue refunds, because payment is not taken until the work is completed.

2. Pricing

2.1 Base price

The base price is $54 for a property of up to three rooms, counting bedrooms plus bathrooms, and $18 for each room beyond three. There is no minimum property size: a property with fewer rooms is priced at the three-room base.

2.2 Price range

Cleaners set their own rates, so each cleaning has a price range rather than a single price. Each cleaner sets a standing rate between the base price and 1.40 times the base price, and each host sets the maximum they will pay for each property. A cleaning is priced at the lower of the two, and the price becomes final when a cleaner accepts the job. Until then, you see a price range.

The hold is placed at the top of the price range and captured at the actual price. The amount of a released hold may therefore differ from the amount of a captured charge, and the captured charge is never the higher of the two.

2.3 Service fee

A 10% service fee is added to the cleaning price. The service fee is Cleanavo's own charge to you; it is added to the amount paid to the cleaner and is never deducted from it, and the cleaner receives their full rate.

2.4 Referral and promotional credits

A referral credit or a promotional credit (Terms Section 7.10) is deducted from the cleaning price and the service fee of one cleaning, up to the amount of the credit (for a promotional credit, its share of that price, up to its limit), and sales tax is then charged on the remaining amount. A credit reduces the amount you pay; it does not change the amount the cleaner is paid, which Cleanavo pays in full for a credited cleaning.

2.5 Sales tax

Sales tax of 8.25% is added to the cleaning price and the service fee. Residential cleaning is a taxable service in Texas, and the rate is the rate that applies at Cleanavo's place of business in Cedar Park, Texas. That is how Texas sources this type of sale, so the rate is the same wherever your property is located. Sales tax is shown as a separate line before you are charged. No sales tax is charged on tips.

2.6 Tips

Tips are separate from the price of a cleaning. A tip is optional, you choose the amount, and the cleaner receives the full amount. No service fee or sales tax is charged on a tip. Because a tip is not part of the price of a cleaning, it is not included in any refund calculation under this policy. The following rules apply:

1. (a)A tip added before a cleaning is never charged if the cleaning does not take place. Regardless of who canceled or why, and whether or not a cancellation fee applies, an uncharged tip is released together with the hold. You are not charged a tip for a cleaning that did not take place.
2. (b)A tip that has already been charged is final, except as in (c). It is not refunded or reduced as a result of a quality claim under Section 9. A claim concerns the price of the work; a tip is a voluntary amount you chose to add to that price, and it belongs to the cleaner.
3. (c)A tip on a cleaning that was not performed is refunded. If we find that a cleaning marked as completed was not actually performed, any tip you paid on it is refunded to your card automatically, and we refund the cleaning as well. You do not need to ask.

3. Host cancellations

3.1 Cancellation fees

Canceling more than 24 hours before the start is free, whether or not a cleaner has claimed the job.

Reason for the fee. A cleaner who claims your job stops looking for other work for that time, and if you cancel within 24 hours of the start, they lose the opportunity to earn from it. When a cleaner has claimed the job, the $25 fee is paid to the cleaner as compensation and is not retained by Cleanavo. See Section 6.

A cancellation fee is charged to your card, never to a credit. If the canceled cleaning had a credit applied, the credit is returned to your account unused.

How the fee is charged. The fee is charged to your card on file when you cancel. If a hold for the full cleaning was already in place, the hold is released and the fee is charged separately.

The fee is shown before you confirm. The app displays the exact fee before you cancel.

3.2 Waiver when your cleaner arranges cover

A cleaner who cannot perform a job they claimed may send another Cleanavo cleaner in their place (Cleaner Terms Section 6.1). When that happens, we notify you, and for 12 hours after we notify you, or until the cleaning starts if sooner, you may cancel without charge, regardless of the fees in Section 3.1.

You agreed to one identified person entering your home in your absence, and a replacement is a change you did not know about when you booked. We do not ask for your approval of the replacement, and you cannot veto the cleaner's choice. The cleaner is an independent contractor and the choice of replacement is theirs, so you are instead entitled to notice and to cancel without charge during this period.

The following limits apply to this period:

1. (a)It ends when the cleaning starts. If cover is arranged two hours before the start, the period is two hours. The period cannot extend beyond the start of the cleaning, because otherwise a late replacement could not proceed.
2. (b)It starts when we notify you, not when you read the notification. The notice is shown in the app. If you have turned notifications on and your level includes it, we also notify your phone, but the period runs from the notice in the app whether or not a notification reached your phone, because a notification can be late or not arrive (Privacy Policy Section 4.4).

If you cancel during this period within 24 hours of the start, the replacement cleaner is still compensated, because they reserved the time for your cleaning; Section 6 applies to them as it does to any other cleaner. Cleanavo bears the cost of both.

4. Cancellations from a connected calendar

If you have connected a booking calendar, cleanings are created and removed automatically as your bookings change:

1. (a)If a booking is removed more than 24 hours before its cleaning and no cleaner has claimed the cleaning, it is removed from your schedule free of charge, and any hold on your card is released. An unscheduled cleaning is removed whenever its booking is.
2. (b)If a cleaner has claimed the cleaning, or the booking is removed within 24 hours of its cleaning, or the cleaning is already under way, the cleaning is not removed automatically and goes ahead unless you cancel it. It is marked with a warning in the app so you can decide. If you cancel it, the fees in Section 3.1 apply.
3. (c)If a booking changes date, including when a stay is lengthened or shortened, it is treated as the old booking being removed and a new one added. A cleaning is added for the new checkout date, and the cleaning on the old date is handled under (a) or (b): removed free of charge if it is more than 24 hours away and no cleaner has claimed it, and otherwise kept and marked with a warning.
4. (d)If you remove a calendar or delete a property, it is treated as every booking from that calendar, or at that property, being removed. Each cleaning still to come is handled under (a) or (b): removed from your schedule free of charge if it is more than 24 hours away and no cleaner has claimed it, and otherwise kept and marked with a warning. A calendar change never cancels a cleaning a cleaner has claimed. If you change a calendar's link, each cleaning no cleaner has claimed is handled the same way, and the new link's bookings are then scheduled as new bookings. A claimed cleaning is left as it is: if the new link still has its booking, it goes ahead; if it does not, it is kept and marked with a warning, as under (b).

You are responsible for cleanings created from your calendar. They are real bookings that incur charges and reserve a cleaner's time, so please check the cleanings your calendar feed creates.

A cleaning you schedule yourself is not tied to a booking. A change to your calendar never moves or removes it, and you cancel it as you would any other. If a booking later lands on the same day, its cleaning arrives unscheduled, so you are not charged twice for one day.

5. Account deletion

Deleting your account cancels every scheduled cleaning. Cleanings close enough to their start time that a fee applies are charged the fee, as if you had canceled each one individually.

Before you confirm, you are shown an itemized list of every cleaning, every fee and the total, and you may cancel the deletion at that point.

We will never refuse to delete your account because you owe money. If a fee cannot be charged, the cleaning is canceled anyway, the cleaner is still compensated, and the amount becomes a balance you owe. See Section 8.

6. Compensation paid to cleaners for host cancellations

Compensation is sent to the cleaner's Stripe balance, from which the cleaner pays it out with the rest of their pay (Cleaner Terms Section 5.2).

7. Cleanings that are not performed

If a cleaner does not arrive, or starts but does not finish, you are not charged for that cleaning, and the hold is released.

Please notify us at info@cleanavoapp.com. We record the incident against the cleaner under Cleaner Terms Section 9, and repeated incidents result in the closure of the cleaner's account.

If the cleaner could not gain entry because of an incorrect code, a lock that did not work or no one being available to let them in, the visit is treated as a host cancellation at the time of arrival, and the fee in Section 3.1 applies, because the cleaner traveled to the property and lost the time reserved for the job. Please keep your entry instructions accurate.

8. Failed charges

If we cannot charge your card:

1. (a)the amount becomes a balance owed on your account, and we will attempt to charge any other card you have saved;
2. (b)if the balance remains unpaid for 7 days, you cannot schedule new cleanings until it is paid;
3. (c)after 30 days, we stop attempting to charge your cards, but the balance remains owed and your account remains restricted; and
4. (d)an unpaid balance remains associated with you. Closing your account and opening a new account with the same phone number or email address does not clear it.

9. Quality claims

9.1 Deadline

You have 24 hours from the time a cleaning is completed to raise a quality claim in the app, with a note describing the problem.

9.2 Review

A person reviews each claim; claims are never decided automatically. The reviewer considers your note, the checklist, the step timestamps and the before and after photographs, which show the condition in which the cleaner found and left the home. We will tell you the outcome.

9.3 Remedies

The available remedies, in order of preference, are:

1. (a)A re-clean. This is the standard remedy, because it gives you the cleaning you booked. You are not charged again. Cleanavo pays the cleaner who performs the re-clean.
2. (b)A partial refund, where a re-clean is not practical. The refund is proportionate to the problem: for example, if two of eight rooms were not cleaned, the refund reflects those two rooms, rather than the full price of a cleaning that was mostly performed. For a cleaning paid for partly or entirely with a referral or promotional credit, the portion paid by card is refunded to your card, and the credited portion is returned to you as a credit.

Claims are reviewed by a person rather than refunded automatically, to protect both hosts and cleaners from misuse.

9.4 Effect on the cleaner

The cleaner is paid in full regardless of the outcome of a claim. A claim never reduces the amount the cleaner is paid for the work performed. Whether we reject the claim, arrange a re-clean or refund part of your payment, Cleanavo bears the cost. A claim also does not delay the cleaner's payment: cleaners are paid shortly after the cleaning is completed, and the 24-hour claim period does not delay their payout. See Cleaner Terms Section 5.

This does not affect your right to raise a claim. However, a claim cannot be used to reduce a cleaner's pay: an upheld claim is recorded on the cleaner's record, and repeated upheld claims are reviewed by a person.

9.5 After the 24-hour period

After 24 hours, the in-app claim period closes, and we are no longer obligated to provide a re-clean or partial refund for that cleaning. Please raise any claim promptly. The photographs and chat for a job are deleted 90 days after it ends. If the other party closes their account, the text of the messages they sent is deleted earlier, immediately, unless a report or card dispute about that cleaning is already open, in which case the messages are held (Privacy Policy Section 8.5).

9.6 Relationship to your legal rights

The 24-hour period applies only to this remedy. It does not shorten any period the law gives you. Texas law allows two years for a claim under the Deceptive Trade Practices Act (§17.565) and four years for breach of contract (Tex. Civ. Prac. & Rem. Code §16.051), and §16.070(a) makes void any contract term that limits the time to bring a lawsuit to less than two years, with an exception only for business transactions of $500,000 or more. Nothing in this policy or the Terms waives your rights under the Deceptive Trade Practices Act; §17.42 makes such a waiver void. After 24 hours, you may still write to info@cleanavoapp.com and we will review your message, but we are not obligated to provide a remedy.

9.7 Tips and quality claims

A tip is not part of a claim. If you tipped, the tip is not refunded or reduced, whatever the outcome. A claim concerns the price of the work; a tip is a voluntary amount you chose to add to that price, and it belongs to the cleaner. If a re-clean is arranged, it is a new cleaning, and you may tip for it or not, as with any other cleaning.

10. Chargebacks

If you dispute a charge with your bank rather than contacting us, we will respond with the job record, including the timestamps, the checklist, the before and after photographs and your billing authorization.

Please contact us first. Most issues can be resolved more quickly directly with us, and a chargeback on a completed job supported by the photographs is unlikely to succeed.

11. Changes to this policy

We may update this policy. The current version, with its effective date, is always available in the app. We will notify you of changes to fees before they take effect, and fee changes will not apply to cleanings already scheduled.

12. Contact us

Finavo LLC (dba Cleanavo), info@cleanavoapp.com