This policy explains what happens when a booking on cleanzo.pro or the Cleanzo app is cancelled or rescheduled - by you, by the Partner, or by us. It focuses on the booking lifecycle and operational consequences. For the financial flow of refunds, see our Refund Policy.

Overview

Plans change. We try to keep cancellation and reschedule as forgiving as possible while protecting Partners who set aside time and travel for a confirmed booking. Most customers never pay a cancellation fee because they either cancel well in advance or reschedule once for free.

How to cancel

You can cancel a booking in three ways:

1. In the Cleanzo app: go to Bookings, open the booking, tap "Cancel booking", and confirm. The applicable fee, if any, is shown before you confirm.
2. On the website: sign in, open the booking from the Bookings list, and use the "Cancel" link.
3. By call: phone our Bengaluru support line listed in the app. Phone cancellations are recorded against your account.

A cancellation is effective from the time we receive it, not from when you decided to cancel. Please cancel as soon as you know - it helps the Partner pick up another booking.

Cancellation window

Each service category has a Cancellation Window, configured by Cleanzo and shown at checkout. The default Cancellation Window is 6 hours before the Slot start time. Some services with heavier preparation (for example, sofa shampooing or full-home deep cleans) may have a longer window of up to 12 hours; this is always disclosed before payment.

• Cancel outside the window: the booking is cancelled at no cost and the full amount paid is refunded to your original payment method. See Refund Policy for timelines.
• Cancel inside the window: a flat cancellation fee applies, shown in the app at the time of cancellation. The fee covers the Partner's reserved time and travel cost. The remainder is refunded in full.

If a Partner has already started travelling to your address and you cancel inside the window, the full cancellation fee still applies; we do not pass on travel charges separately.

Reschedule allowance

You can reschedule a booking from the same Bookings screen, subject to Partner availability for your new Slot.

• First reschedule per booking: free of charge, regardless of timing.
• Subsequent reschedules: free if requested outside the Cancellation Window; a flat reschedule fee of ₹99 applies if requested within 6 hours of the Slot.
• A booking may be rescheduled up to a maximum of three times. After that, you will need to cancel and create a fresh booking.

A rescheduled booking is treated as the same booking for purposes of pricing, promotional codes, and the satisfaction guarantee.

Partner cancellations

Very occasionally, an assigned Partner may need to cancel - for example, due to a personal emergency or unexpected travel time. When that happens:

• We try to assign a replacement Partner immediately and notify you in-app and over SMS or WhatsApp.
• If we can dispatch a replacement within 60 minutes of the original Slot, the booking proceeds and no compensation is owed beyond the original service.
• If we cannot find a replacement in time, the booking is cancelled, you receive a full refund, and we add a ₹150 service credit to your Cleanzo wallet as an apology - it does not expire and applies on any future booking.

You will never be charged a cancellation fee for a cancellation initiated by the Partner or by Cleanzo.

No-show policy

A "no-show" is when the Partner arrives within the Slot but cannot deliver the service because the address is locked, no adult is present, or access is otherwise denied. To minimise no-shows we send slot reminders 24 hours and 1 hour before the Slot, and we share live tracking when the Partner is on the way.

• The Partner will wait up to 30 minutes from the Slot start, calling you on the masked number.
• If access is not granted within that window, the booking is marked as a customer no-show and treated as a cancellation inside the Cancellation Window: the standard cancellation fee applies and the remainder is refunded.
• If you respond within the 30-minute wait and the Partner can still deliver the service in the available time, the booking proceeds and the Slot is extended at no extra charge where the Partner's schedule allows.

Weather and force majeure

If a booking cannot be delivered safely due to events outside our control - severe Bengaluru flooding, civic curfews, building lockdowns, or other force majeure - we will reschedule the booking to the next available Slot at no cost, or cancel and refund in full if you prefer.

Contact

For help cancelling or rescheduling: support@cleanzo.pro or use the in-app Help link on the booking. For escalations: grievance@cleanzo.pro