After the clean & reviews

When your cleaner finishes the job, they mark it as Complete in the app. You will receive a notification and a text message asking you to review and confirm the clean. If your cleaner checked in but forgets to mark it complete, we mark it complete 12 hours after it was due to finish and let you know the same way.

If you are happy with the result, tap Confirm & release in the app. This releases your card hold as a real charge and transfers payment to your cleaner.

Before confirming, it is worth doing a quick walk-through of the agreed areas to make sure everything has been covered. If you notice something was missed, use the in-app chat to let your cleaner know — they may be able to return to address it before you confirm.

If you do not confirm or raise a dispute within 24 hours of your cleaner marking the job complete, Quicksi automatically confirms the clean and releases payment to your cleaner.

Auto-confirm exists to ensure cleaners are paid promptly for work they have completed. It fires regardless of whether you open the app — so if you have any concerns about the clean, address them before the 24-hour window closes.

After auto-confirm

Payment is captured and your cleaner is paid. You can still leave a star rating. If you believe the clean was not completed satisfactorily, contact support — but note that payment will already have been released.

Preventing auto-confirm

If you have a concern and want to pause the auto-confirm, raise a dispute through the app or contact support before the 24-hour window expires.

After the clean is confirmed (by you or by auto-confirm), you can leave a star rating for your cleaner. Ratings are between 1 and 5 stars, with an optional written comment.

You can leave your rating by opening the completed booking in the app and tapping Leave a review.

Your review:

• Is visible on your cleaner's public profile
• Contributes to their overall star average
• Helps future customers make informed decisions
• Can only be submitted once per booking
• Cannot be edited after submission

You can only review bookings that have reached Completed status. Cancelled bookings cannot be reviewed.

Cleaners can rate how a booking went from their side — access, whether the home matched the booking, safety and respect — with stars and a few preset choices, never written comments. You see only your average, next to your photo in your profile, once a few cleaners have rated you; you never see an individual rating or who gave it. Cleaners see your average when an offer reaches them. You can ask us for the ratings we hold about you (Terms 12.1).

If the clean did not meet the standard you expected, here is the right order of steps:

1. Before confirming — message your cleaner first. If you notice something was missed, message them through the in-app chat while they are still on-site or nearby. Many issues can be resolved quickly with a simple return visit.
2. Do not confirm if you are not satisfied. As long as you do not tap Confirm & release and the 24-hour window has not elapsed, payment has not been released. This gives you leverage to resolve the issue before funds are transferred.
3. Take photos. Timestamped photos of any areas that were not cleaned to standard are the most effective evidence when raising a dispute. Take them before anything is disturbed.
4. Raise a dispute through the app or contact support. If you and your cleaner cannot reach an agreement, escalate to Quicksi. See How to raise a dispute below.

If you have a complaint about the quality of a clean and cannot resolve it directly with your cleaner, you can raise a formal dispute with Quicksi.

Open the booking and tap Report a problem — in the app, or in your account on the web — within 24 hours of the clean being marked complete. That keeps your payment on hold while we look. You can also email support@quicksi.com.au. Either way, it helps to include:

• Your booking reference (visible in the booking detail screen — looks like 04BAAA14)
• A clear description of what was not completed or not done to standard
• Timestamped photos of the affected areas
• Screenshots of any relevant in-app chat messages between you and your cleaner
• What outcome you are seeking (partial refund, full refund, re-clean, etc.)

We will review the evidence provided by both you and your cleaner and usually reach a decision within 3–5 business days, or longer if we need more information. You will be notified of the outcome by email.

For a clean that wasn't done well, we may offer a re-clean: your cleaner comes back to redo the areas you reported, at no extra cost.

• You choose. Accept it on the booking, or ask us to decide your report instead (which could mean a partial or full refund).
• Your cleaner chooses too. If they can't return, we decide your report on the evidence.
• Agree a time in the chat. When they're done they send photos, and you tell us if it's fixed. If it is — or you don't answer within 24 hours — your payment is released to them. If it still isn't right, we decide your report.
• Your payment stays on hold the whole time, and your rights under the Australian Consumer Law are not affected (Terms 7.9A, 7.13).

If a dispute is resolved in your favour, Quicksi will issue a partial or full refund at its discretion, based on the evidence and the extent to which the agreed scope was not completed.

Partial refund

Issued when most of the job was completed satisfactorily but specific areas or add-ons were missed. The refund reflects the value of the uncompleted portion.

Full refund

Issued in cases where the clean was significantly not completed to any reasonable standard, or where the cleaner did not attend.

No refund

If the evidence shows the clean was completed to the agreed scope, or if the issue was not raised within a reasonable time after the clean.

Refunds are processed as reversals to your original payment method and can take 3–10 business days to appear in your account, depending on your bank.

Our decision settles the payment on the booking. It doesn't take away your rights under the Australian Consumer Law, and you can still take the matter to a court or tribunal (Terms 7.13, 13).