The convenience of the SweepSouth platform is that when your SweepStar requests a day off, falls ill or has a sudden emergency then we'll automatically assign you another SweepStar to ensure that you are provided with a cleaning on the day. If you receive an email indicating a change to your SweepStar, this is not something that has been manually done by any SweepSouth staff member - this occurs when the SweepStar themselves either puts in a day off or does not confirm the job by 3pm the afternoon before. SweepStars have full control over their schedules and the jobs they take. SweepSouth facilitates the connecting of clients to cleaners.
Your SweepStar may be unassigned or a new SweepStar may get assigned for various reasons including:
- Your new booking is still being processed
- You changed the SweepStar after making the booking
- Your SweepStar has unexpectedly become unavailable due to illness, family emergency, or other similar commitments
- Your regular SweepStar is on leave
- Another customer booked the same SweepStar just before you completed your booking
If a cleaner has not confirmed by 3pm, our system will remove the cleaner from the booking and assign a new cleaner who services that area.
We'll then be sure to pop you an email notifying you of this change. We then allow clients to cancel this booking up until midnight, without applying any cancellation fee - we allow this as some clients prefer to only see their regular cleaners and are happy to cancel when their regular SweepStar is suddenly unable to make it. If you would prefer us to always cancel a recurring booking when your SweepStar becomes unavailable please let us know and we'll be able to do so.
Unfortunately, there is no way of our system being able to pre-empt activity ahead of time for instance, when a cleaner suddenly falls ill or has a personal emergency and will be unable to make her booking. Naturally, we will always try to ensure we are able to assign your same SweepStar to all upcoming bookings.
We know that some of our clients prefer to manage who comes to their home so we've made it simple for you to control and manage your account and bookings. This means that if your SweepStar has taken time off, you'll be able to pop onto our site or app to select a replacement SweepStar yourself. We've included the steps below: