Cancellation & Refund Policy
Last updated: September 2026
The 20-Hour Free Cancellation Window
Customers can cancel any scheduled clean with zero penalty and receive a 100% full refund if the cancellation occurs at least 20 hours prior to the scheduled booking start time.
Cancellations can be performed directly inside the customer dashboard or mobile app with a single click.
Standby Compensation Fees
If a customer cancels within the 20-hour window prior to start time, or if the cleaner is unable to access the property due to incorrect lockbox PINs or keys, a Standby Compensation Fee (up to 50% of the booking value) is released to the cleaner to offset their lost opportunity cost and travel expenses.
Provider Cancellations & Reliability
In the rare event that an independent cleaner must cancel due to illness or emergency, the customer is immediately refunded 100% of their escrow deposit, and Agora automatically priority-routes the booking to nearby top-rated backup cleaners.
24-Hour Dispute Claims & Escrow Refunds
Payments are held in Stripe Escrow for 24 hours following clean completion. If you are unsatisfied with any aspect of the clean, submit high-resolution before-and-after photo evidence within 24 hours through your booking dashboard.
Our mediation team investigates all evidence within 4 business hours to authorize re-cleans or partial/full escrow refunds.
Contact & Support
Need assistance with a cancellation or dispute claim? Reach out to our 24/7 support team at support@agora.cleaning.