Provided you cancel your booking via the website or app, no cancellation fee will apply. Bookings cancelled after 15:00 the day before the appointment will incur a late cancellation charge per service provider. A service fee may still apply.
If a service provider has not confirmed by 3pm, our system will remove them from the booking and assign a new service provider 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 are unable to accept telephone, email or social media cancellations and as such you will need to cancel any bookings via your profile (visiting the site or using the app) - this ensures you have full control over your bookings.
This fee covers the SweepStars loss of work for the day as well as any transport costs incurred.
When you create a booking which is then confirmed, our SweepStar prepares herself for the booking investing both her time and resources to ensure she is able to execute her work for the day. SweepStars are independently contracted with SweepSouth and they rely on day-to-day bookings. Missing a booking does mean the SweepStar loses her earnings for the day and as such the late cancellation fee is charged to compensate the SweepStar's loss of work for the day as well as any transport costs incurred. We have an incredibly strict policy around this and unfortunately are not in a position to be able to reverse any cancellation fees.
If you would like to dispute this charge, please submit a query to our support team.