If your cleaner can no longer make it, CleanHelp arranges a replacement and confirms who is covering once they are assigned. Nothing is needed from you. The replacement does the same service at the same price.
What happens to the visit
CleanHelp tells you that a replacement is being arranged, and the booking shows the cleaner covering the visit once they are assigned. If no cleaner can be matched in time, the visit is cancelled and you can rebook for another day.
If your regular cleaner is not free for a visit
When your plan has a regular cleaner and they cannot take an upcoming visit, CleanHelp arranges cover and tells you who is coming. You can skip or reschedule that visit free for one hour after the notice. If no replacement can be confirmed, only that visit is cancelled, you are not charged for it, and the rest of the plan continues. If a cleaner cancels a visit they already accepted, the replacement search under What happens to the visit applies instead.
What happens to payment
A covered visit keeps the service and price you booked. A cleaner cancellation does not add credit to your account automatically. If a charge was taken and you would rather have it back on your card, ask support for a refund.