Cancellation Policy

Last updated: 2026-06-11

1. Free cancellation window

You may cancel any booking free of charge up to 2 hours before its scheduled start time.

2. Late cancellations

If you cancel within 2 hours of the start time, a fee of 50% of the booking total applies. This covers reserved slot time and the cleaner's travel.

3. Customer no-shows

If the cleaner arrives at the agreed address but cannot start the service (no one answers, no access to the home, etc.), the full booking price will be charged.

4. Customer late arrival

We allow a 15-minute grace period after the agreed start time. If you do not provide access within that window, the appointment is treated as a no-show (see Section 3).

5. Service cannot be performed due to customer-side reasons (no prior notice)

If the cleaning cannot be carried out for reasons attributable to the customer — e.g. no access to the home, the item is unreachable or blocked, no power or water within reach, quantity/size significantly different from the booking, pets or children in the work area, the customer refuses an extra-dirty surcharge, etc. — and the cleaner has not been informed in time (at least 2 hours before the scheduled start), a fee of 50% of the booking total will be charged. This covers the reserved slot and the cleaner's travel.

6. Cancellations by us

If we have to cancel your booking — e.g. an equipment issue or no available cleaner — you pay nothing. We will offer a reschedule and, where possible, a discount on your next booking.

For safety or material reasons the cleaner on site may also decline or reschedule (e.g. unsafe access, a material that cannot be safely wet-cleaned). No fee applies in that case either.

7. How to cancel

Open the booking in the app and use the cancel option, or contact us at info@homegrime.de or by phone at +49 177 1914891.

8. Refunds

Refunds for already-paid bookings are processed to the original payment method within 5 business days.