At Sweepsouth, we aim to keep things fair, transparent, and supportive of the SweepStars who rely on confirmed bookings for their daily income.

Please take a moment to review how cancellations and skips work — especially when fees may apply.

Important:

If you skip or cancel an appointment after the cut-off time, a late cancellation fee will apply.

Managing an Appointment

You can cancel or skip an individual appointment through your profile in the app or website, or by contacting Support if you need help.

Skipping an appointment does not remove or reschedule the appointment, it simply marks it as “not happening this week”. You will not be required to pay the full fee of a skipped or cancelled booking, but you may be required to pay a late-cancellation fee.

Late cancellation & skip window

If you cancel or skip after 15h00 the day before your appointment, a late cancellation fee will apply.

A service fee may still apply as well.

This fee forms part of our Fair Pay Policy and compensates the SweepStar for lost work, including transport costs and loss of income for the day.

This applies whether you:

• Cancel via the app/website
• Request to skip via Support
• Request support to cancel on your behalf

When your SweepStar has not confirmed by 15H00

If your SweepStar has not confirmed the booking by 15H00 the day before:

• Our system will automatically try to reassign you to another available SweepStar.
• You’ll be notified of any changes.
• You may cancel free of charge until midnight, as long as the original SweepStar had not confirmed by 15h00 the day before the booking.

Why would you skip a booking?

Skipping is useful when you

• don’t need service on a specific day,
• will be away from home or unavailable, or
• want to keep your recurring schedule but skip just this one appointment.

It keeps your long-term booking schedule and preferences intact while giving you flexibility week-to-week.

Why late fees matter

SweepStars invest time, transport costs, and daily earning potential into each scheduled booking.

When an appointment is cancelled late, they lose income for that day — including non-recoverable travel costs.

Our late cancellation fee ensures SweepStars are fairly compensated for this loss.

Please note that we’re unable to reverse late cancellation fees, as they are paid directly to the SweepStar.