My Cleaner Did Not Arrive, Was Late, or Cancelled - What Happens Next?

We understand how frustrating it can be when a cleaning appointment doesn't go as planned.
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Whether your service provider is running late, didn't arrive, or had to cancel your appointment, we'll help you understand what to expect and what you can do next.

Sometimes unexpected delays happen.
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We recommend waiting a short while and checking your messages in case your service provider has contacted you with an update.
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If you haven't heard from them and they're significantly delayed, you can contact the provider using the chat in your Helpling account.

If your scheduled appointment has started and your service provider hasn’t arrived or contacted you, please report the issue through the Service Portal.
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Select the case “My cleaner is not here / did not show up” and follow the steps to submit your report.
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If you need help using the Service Portal, see How Can I Report a Problem?
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If your service provider cancelled your appointment via the Helpling platform, you'll be notified by email.

Depending on your booking, you'll be able to:

If you need further assistance, our Support team is happy to help.

If your service provider didn't arrive, arrived much later than expected, or cancelled your appointment and you're unsure what to do next, please contact our Support team.
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