Refunds and unused funds
Preview review draft. Version refund-draft-v1. Updated 23 October 2026. Business details and legal review remain outstanding; this page is not a guarantee of compliance.
Refund to the original payment method
Customers can request a refund from eligible unused wallet funds against the original funding transaction. Reserved, disputed, frozen or already-refunded funds cannot be refunded twice. The available amount is checked again on the server. Several funding sources share one wallet balance; per-source maximums are not additive.
Confirmation and status
Review the amount and original source before confirming. A request may be pending, succeeded, failed or cancelled. A request acknowledgement is not proof that the money has reached a bank. Timing depends on the provider and bank; no fixed arrival time is promised here. Current preview test refunds do not move real money.
Cancellations
Current booking cancellation releases reserved funds into the wallet. You can choose an eligible refund to the original payment method afterwards. Optional wallet credit does not replace any statutory entitlement to a refund or oblige you to spend the money again.
Problems
Contact the agency through the confirmed support channel with the booking and transaction references, without sending card numbers or security codes. Statutory remedies for faulty service remain unaffected.
Official references
GOV.UK distance selling · CMA cancellation guidance · ICO cookies guidance
Optional tips — sandbox proposal
New test tips are optional and split 50% to the cleaner and 50% retained by the agency. Before Send tip, the customer sees the total and both exact amounts and must explicitly confirm. For an odd penny, the cleaner receives the extra penny. For example, a GBP 5.00 test tip credits GBP 2.50 to each. A deposit alone does not send a tip: add funds through the supported funding flow, wait for confirmation, then separately choose Send tip. Only available funds for your own completed, settled job may be used. Wallet credits are distinct from external card payouts.
This proposal is disabled for real-money use. UK rules require qualifying worker tips to be passed on without unauthorised deductions, including eligible agency-worker tips. Whether the cleaners are legally self-employed or workers and whether this proposal is permissible must be established before any launch. Customer agreement does not override those rules. Provider approval for the actual wallet and Connect model must also be confirmed. Historical receipts retain their recorded split.
UK statutory tipping code · Stripe restricted-business rules