Noticed a charge on your account or having trouble with a payment?
Payment issues can be confusing, especially when you’re not sure why something was charged or what went wrong.
Whether your payment didn’t go through, you see a charge you don’t recognise, or the amount for an order seems incorrect, the right next step depends on the type of issue. Here’s how to find the right way to resolve it.
❌ My payment failed
Payments can occasionally fail for a number of reasons, including:
Insufficient funds
An expired payment method
Your bank declining the transaction
Temporary technical issues
If this happens, you will be informed and you can update your payment method and try again.
🧾 I don’t recognise the charge
If you notice a charge for a booking you made but cannot match it to a cleaning appointment, please check the corresponding booking number in the payment description. This is a six-digit number that begins with DE—you can find this number on the corresponding invoice.
If you are generally unable to identify a debit or believe you never made a booking, please contact our customer service.
🤝 The charge for my order is incorrect
If you recognise the order but believe the amount charged is incorrect, please report the issue through the Service Portal.
This includes situations such as:
The cleaning duration shown on the invoice is incorrect
You were charged for an appointment that you say did not take place
Other details on the invoice do not match what happened
🔄 What happens next?
Your dispute regarding the invoice will be forwarded to your service provider. They can verify the details of the appointment, correct the invoice if necessary, and arrange for a refund if needed.
💡 Good to know
Invoices are issued by your self-employed service provider. If the amount charged is incorrect because the appointment details need to be changed, the Service Portal is the correct way to raise the issue with them.
If you’re unsure whether you recognise the charge at all, contact our Support team instead.
Need help?
If you have questions about a payment, your invoice, or a charge on your account, our Support team is happy to help.
Related articles
Update Your Payment Method
My Payment Failed
How to Download Your Invoice
Contact Details: How to Reach Us