Cancellation & Refund Policy

1. Posting a request is not a confirmed booking

Submitting a cleaning request through the WMC website does not automatically create a confirmed booking. A request becomes a booking only after the customer chooses a provider quote and completes the required payment step.

The website guide estimate is not a provider quote. Provider quotes may be higher or lower depending on service type, property details, condition, access, parking, timing, products, equipment and provider availability.

2. Provider quotes and payments

Approved independent providers submit their own quotes through WMC. Customers should only pay after choosing the provider quote they want to accept. Payment is taken securely online through Stripe where available.

If a customer pays the wrong amount, uses the wrong reference or pays through an old fallback payment page, the booking may be delayed while WMC checks the payment and booking details.

3. If no suitable provider quotes

WMC cannot guarantee that every request will receive a suitable quote. Availability depends on provider coverage, date, time, service type, job details and provider preference.

4. Customer cancellations before payment

If you cancel before choosing a quote and paying, there is usually no cancellation charge from WMC because no confirmed paid booking has been created.

5. Customer cancellations after payment

If you cancel after choosing a provider and paying, the refund position may depend on:

• How much notice you give
• Whether the selected provider has already prepared, travelled or started work
• Whether the job was urgent, same-day or short notice
• Payment processing, platform or unavoidable costs already incurred
• The selected provider's reasonable position and the circumstances of the job

WMC may review cancellation requests for platform support, but a full refund is not guaranteed once a customer has chosen a provider, paid and the provider has prepared or started the booking.

6. Rearranging a booking

Customers and the selected provider should message each other through WMC if a date or time needs to change. Rearranging depends on provider availability and may not always be possible.

If the job details, timing or scope changes, the provider may need to update the quote.

7. Provider cancellation or unavailability

If the selected provider becomes unavailable after a paid booking is confirmed, the provider should notify the customer and WMC as soon as possible. WMC may help the customer look for another provider quote where practical, but replacement availability cannot be guaranteed.

If a replacement cannot be found for a paid booking, WMC may help process a refund or another reasonable outcome where appropriate.

8. Customer no-access or missed booking

If the selected provider cannot access the property at the agreed time because the customer is unavailable, keys are not provided, access details are wrong, parking instructions are missing or the property cannot reasonably be accessed, the booking may be treated as a late cancellation or missed appointment.

In these situations, a refund may be reduced or refused depending on the circumstances and costs already incurred.

9. Unsafe jobs or changed property condition

WMC and approved providers may refuse, pause or cancel a job if the property condition is significantly different from what was described, the job is unsafe, specialist cleaning is required, hazardous materials are present, there is aggressive behaviour, or the job is not suitable for the selected provider.

10. Complaints or issues after a clean

Customers should message the selected provider first through WMC if there is an issue. If the issue cannot be resolved directly, the customer can report the issue through the platform so WMC can review the messages, booking details and any supporting evidence.

An open issue may place the provider payout on hold while the issue is reviewed. A refund, rearrangement, partial refund or no refund may be appropriate depending on the facts.

11. Provider payouts and issue window

Provider payouts are normally released by WMC after the 48-hour issue window has passed, provided the job is completed, customer payment has been received, the provider's Stripe account is ready and there is no unresolved complaint, refund issue, missing information or dispute. Stripe Express then pays the provider's bank according to its Stripe payout schedule.

12. Refund timing

If a refund is approved, WMC will aim to process it as soon as reasonably possible. Refund timing may depend on Stripe, bank processing times and any checks required.

13. How to request cancellation, refund or issue support

Use the contact page or platform issue flow and include your booking reference, a clear explanation and supporting photos/messages where relevant.

14. Policy updates

WMC may update this policy as the marketplace, booking, payment, provider or legal process changes.