You can get a refund for any of the following:
- If you pre-paid for the service but did not receive a service because the SweepStar canceled, and no replacement was found.
- If you pre-paid for the service but did not receive a service because you cancelled. (Note: There is a late cancellation fee for cancellations after 12pm (midday) the afternoon before, but you are eligible for a refund of the remainder).
- If a SweepStar claims that they completed the service, and you believe they did not perform the service at all or in effect did not perform the service, you can dispute this. See below:
How does disputing work?
SweepSouth is a platform like Uber, Amazon, and Ebay. We offer protection against poor performance from SweepStars.
Instead of disputing a booking, you may want to take advantage of our Satisfaction Guarantee. If you are not satisfied with the quality of the booking, on an assessment of your feedback, we will provide you with SweepCred to use against a future booking. The hours granted will be based on tasks completed poorly or not completed at all at the discretion of the Company.
Please note that The Satisfaction Guarantee will not be activated under the following circumstances:
- If you have reduced the hours the system estimated to be booked
- If you have booked where the estimate is 10+ hours and been encouraged to schedule an additional booking
- Any clean that is a pre-occupation, post-occupation, new home, rental home or deep clean
Note that an empty house does not mean the clean will be quicker
- If your bookings are set to 'self-manage'
However, if a SweepStar claims that they completed the service, and you believe they did not perform the service at all (or in effect did not perform the service) you can initiate a dispute. Disputing a booking makes sure that the SweepStar does not get paid for failing to perform the service, and you will be refunded. Please submit a query to our support team and tell them that you are disputing the booking, and which SweepStar you are initiating the dispute against.
You must initiate a dispute of the booking within 72 hours of the service, and complete the process within 10 days.
In accordance with our Satisfaction Guarantee, we are unable to offer any form of monetary refund where work has been completed, we will gladly consider SweepCred refunds where due.