A visit is late when the cleaner has not arrived 15 minutes after the booked start. Open the booking for the latest arrival state and message the cleaner there. If 30 minutes pass with no journey started, CleanHelp treats it as a no-show, adds a full credit and offers priority replacement help.
What to do
- 01
Check the arrival state
At 15 minutes past the booked start, open the current booking and check whether the cleaner has started the journey. A last-seen location time is an update, not a live promise.
- 02
Message the cleaner
Use the booking conversation to message the cleaner. Keep the message with the visit so the timing and reply remain clear.
- 03
Use the no-show recovery when it applies
If 30 minutes pass and the cleaner has not started the journey, the visit follows the no-show recovery: a full credit and a priority replacement offer. You can ask support for a card refund instead.
When the cleaner is already on the way
A cleaner who has started the journey but has not arrived is late, not automatically a no-show. Keep checking the booking and conversation. Do not use the ordinary customer cancellation action to report a delay because its normal notice rules may apply.