Operator Frequently Asked Questions

Earnings from an order should appear instantly in your Wallet in the “Pending Balance” once the order is marked as complete. The payment will then be processed and within 5 to 10 working days the funds will move to your “Current Balance”. 

If you have a Clean Me Pro membership, you can withdraw your funds 24 hours after completing a booking.

Select the Profile tab then “Wallet”. Select “Withdraw”, then your preferred account and follow the prompts. You will need a minimum balance of £1 to make a withdrawal. Payments take 3 to 5 working days to process, but will arrive instantly if you use the instant payments feature. Instant payments come with a 2% fee.

If you have a Clean Me Pro membership, you can withdraw your funds 24 hours after completing a booking.

Yes you can! To reschedule an order with a customer, go to the orders screen and click the reschedule icon on the order. Choose a new date and time and send the request over to the customer. The customer will have to accept your reschedule request in order for it to take effect.

Yes, you can communicate with customers through our messaging system once you've accepted their booking. This ensures that all communication related to a transaction is kept within the app for security and record-keeping purposes.

A customer can request a refund for their booking by submitting a dispute up to 48 hours after the booking was completed. If you need to refund a customer for not fully completing the job, ask them to submit a dispute from the orders screen.

Yes, if you need to temporarily hide your profile from customers go into profile - service profile and set your service radius to 0 miles.

Yes a customer can cancel their booking. However, if you have accepted the booking and the customer cancels 24 hours or less before the service time, the customer will be subject to a 25% cancellation fee. See more information on our cancellation policy here

Operator accounts will be restricted automatically for any of the following reasons:

• If you do not accept a booking and it automatically cancels
• If you reject or cancel a booking worth £100 or more

On top of this, there may be occasions where we intervene and restrict an operator manually for breaching our terms of service.

Yes. Customers can send you images of their car through the chat.

If you do not accept your booking by the customers chosen timeslot, the job will be automatically cancelled. For example, if a customer books you for Friday at 9am, and you do not accept the booking by then, it will be cancelled. It is fundamental that you accept the bookings you receive on the app, to confirm to us and the customer that it will be going ahead.

A booking will also be automatically cancelled if the customer doesn't have enough funds to cover the cost.

To change your payment method for your wallet, you will have to login to Stripe and change your payment details there. You can login to change them here: https://support.stripe.com/express/questions/how-do-i-login-to-my-stripe-express-account?locale=en-GB

Yes you can start a job up to 24 hours before the original service time.

If a customer has an issue with a booking that you've delivered, they can submit a dispute through the app or website.

The customer can only submit a dispute up to 48 hours after the booking has been completed. And once a dispute has been made, you the operator will have up to 24 hours to respond. You can either accept the customers request, reject it or offer an alternative solution from one of the options.

If you the operator do not respond to the customers dispute within 24 hours, it will be automatically accepted.

If you have turned up to the address the customer provided and the vehicle isn't there. There are two things you can do:

1. Message the customer through the app to let them know you've arrived and can't find their vehicle. (This resolves most of these scenarios).
2. If the customer is not there and isn't responding, you can cancel the booking for the reason "Vehicle isn't at the address". If you cancel for this reason, a 25% cancellation fee will be charged to the customer and then transferred to yourself (minus our commission). This reason can only be used 15 minutes after the booking slot.

When your booking is rescheduled, a 2nd payment is created and the original payment is automatically cancelled within a few days.

Clean Me t-shirts, hoodies and other merchandise for our operators can be purchased from our store.

If you're on holiday and cannot accept or deliver anymore bookings. Switch on holiday mode, which can be found on the profile screen.

Clean Me Pro is a new feature where for £29 per month, you will be upgraded to a Pro account with the following benefits:

• Withdraw funds 24 hours after completing a booking
• Have your company name displayed to customers
• Access to a new stats screen that shows how you rank out of other operators in area, area insights and much more.
• Priority customer support with the ability to call the support team from within the app
• and much more!

An opportunity booking is a booking that was originally assigned to a specific operator, that has now been made available to everyone who services the customers address. Only bookings that are not accepted by the original operator become opportunity bookings.

This gives operators who weren't assigned the job originally. the chance to claim it and have the booking transferred over to them.

Important things to note about opportunity bookings are:

• They can be declined unlike usual bookings
• The price of the booking will remain the same once transferred over to you
• If a normal booking is not accepted within 1 hour, it becomes an opportunity booking automatically.
• You cannot accept opportunity bookings if you already have an event in your Clean Me calendar at the time of the opportunity booking. Or if there is not enough travel time (1 hour) between the opportunity booking slot and an existing event in your calendar. 

If you can't accept an opportunity booking, it will be for one of the following reasons:

• You are unavailable in your Clean Me calendar at the time of the booking slot
• Someone else has already accepted the opportunity
• There is not enough travel time (1 hour) between the opportunity booking slot and an existing event in your calendar.
• (Least likely) The customer does not have the funds required to transfer the booking over to yourself. As the transfer process sometimes requires a second payment to be made.

No. Clean Me will not remove reviews from your profile. Whether positive or negative reviews are permanent.