Cleaner Policy

    Last updated: 3 April 2026

    1. Job Cancellation Policy

    All cleaners in the Housecroo network can only cancel a job 24 hours prior to the scheduled clean time. Late cancellations or no-shows will result in immediate removal from the Housecroo cleaners network. We maintain strict standards to ensure reliability and trust with our customers.

    Customer Cancellations: If a customer cancels a job at any time, including last minute, Housecroo is not responsible for paying any fees or compensation to the cleaner that was assigned to that job. Cleaners acknowledge and accept this policy as part of their agreement with Housecroo.

    2. Job Completion Requirements

    After completing each job, cleaners are required to:

    • Ask for feedback from the customer regarding the service provided
    • Upload before and after images of the completed job to document the quality of work
    • Click the "Complete Job" button in your cleaner portal to trigger payment processing

    Failure to complete these steps will delay your payment and may affect your standing in the network.

    3. Payment Terms

    All contractor payments are processed 3-5 business days after the job is marked as complete. Payment will only be initiated once you have uploaded the required before and after images and clicked "Complete Job" in your cleaner portal.

    4. Rating and Booking System

    By joining the Housecroo cleaners network, contractors agree that the more high ratings they receive, the more bookings they will be allocated. Our performance-based booking system rewards excellence and ensures our top-rated cleaners receive priority for new job opportunities. Maintaining high customer satisfaction ratings is essential for continued success in the network.

    5. Communication Protocol

    If there are any delays or issues on the job site, cleaners must call the customer beforehand to inform them of the situation. Professional and timely communication is crucial to maintaining trust and ensuring customer satisfaction. This includes:

    • Notifying customers of any expected delays before the scheduled appointment time
    • Communicating any issues or concerns that arise during the job
    • Maintaining professional and courteous communication at all times

    6. Contact Information

    If you have any questions about this Cleaner Policy or need support, please contact us at:

    Email: support@housecroo.com.au