Cancellation Policy

Cancellation Policy

At Clean Me Marketplace Ltd, we understand that plans can change. This cancellation policy ensures fairness for both customers and operators while maintaining the efficiency of our platform.

Cancellation by Customers

Before Operator Acceptance

1. Customers can cancel bookings that have not yet been accepted by an operator. In such cases, customers will receive a full refund.

After Operator Acceptance

1. If a customer cancels a booking after it has been accepted by the operator, they will be refunded the full amount minus the service fee.
2. If a customer cancels an accepted booking within 24 hours or less of the scheduled booking time, a 25% cancellation fee will be deducted from the refund in addition to the service fee. However, if 1 hour or more has passed and the operator has not started the booking, the customer can cancel the booking without being charged the cancellation fee.
3. The 25% cancellation fee will be paid directly to the operator If the booking has been cancelled within 6 hours of the scheduled booking time.
4. If an operator reschedules a booking two or more times, the customer can cancel the booking without incurring a cancellation fee.

Cancellation by Operators

Operators are also permitted to cancel bookings. In such cases, customers will receive a full refund, and Clean Me Marketplace Ltd will work to help customers rebook with another available operator.

However, if an operator travels to the booking location and the customer’s vehicle is not present at the provided address, the operator may cancel the booking using the reason "customer’s vehicle was not at the address".

This cancellation option becomes available 15 minutes after the scheduled booking slot has begun.

When this reason is used, a 25% cancellation fee will be charged to the customer. This fee will be paid directly to the operator to compensate them for their travel and time.

Subscription Bookings

Subscription bookings can be cancelled at anytime. However, if you cancel your subscription within 30 days of enrolment, you will be charged a cancellation fee equal to the discount you received on previous bookings.

Cancellations must be made through the app, and the cancellation will take effect immediately.

Refund Processing

Refunds will be processed promptly and returned to the original payment method. However, depending on the customer’s bank, it may take 3 to 5 business days for the funds to appear in their account.

By using the Clean Me platform, both customers and operators agree to abide by this policy. For further assistance, please contact our support team through the app.