What happens if a payment fails?
We notify you the same day if a charge fails, and we pause future visits until the balance is cleared. No fees for the failure itself — we just can't keep cleaning until the card is fixed.
We pay our cleaners weekly. That means we have to collect promptly. If a card declines — expired, hit a limit, bank error — we assume it's logistics, not intent. We send a link to update your card and ask you to handle it before the next visit.
We don't send cleaners to a home with an outstanding balance, both because it's not fair to our cleaners and because the situation gets harder to fix once it accumulates.
What this means for your clean
- You get notified the same day, with a link to update your card
- Your next visit may be paused until the balance is resolved
- No retry charges, no late fees on top of the failed payment itself
What to do
- If you get a payment failure notice, update your card via the portal
- Tell us if there's a timing issue — sometimes we can hold the next visit a day or two
- If the failure is structural (closed account, etc.), call us and we'll work it out