How Quicksi works for customers

Quicksi is a marketplace. When a cleaner accepts your booking, the clean is an agreement between you and that independent cleaner, who runs their own business. Quicksi provides the platform: matching, scheduling, messaging and payment (Terms 2).

• Before approval, our team reviews every cleaner's photo ID and police check. These checks help, but they are not a guarantee about any person (Terms 5).
• You see your cleaner's name and photo before they arrive; only that person, or a substitute who passed the same checks and whom you are told about, may attend (Terms 5, 9.5).
• Some cleaners carry their own public liability insurance (shown as an Insured badge). Quicksi does not insure cleaners or their work (Terms 10).

• You see the full price, every surcharge as its own line, and the total before you confirm (Terms 6).
• When you book, we place a hold on your card — not a charge. Payment is taken once you confirm the clean, or automatically 24 hours after it's marked complete if you don't respond (Terms 6).
• The connection fee (9% of the job, from $9.95 to $34.95) is Quicksi's fee for finding your cleaner. It isn't charged if no cleaner accepts, and it drops away on a repeat clean done by your regular cleaner (Terms 6.1, 6.3, 6.4).
• Prices depend on where the home is; your booking is priced from its address, and that record is what every charge or refund is based on (Terms 6.9).

What you agreed to, so your cleaner can do the job you booked (Terms 8):

• Access: be there or leave keys, codes or instructions for the start time, and have the right to let a cleaner in (owner, tenant with consent, or authorised agent) (8.1).
• An accurate booking: the right property type, size, condition and extras (8.2).
• A safe place to work: power, water and light, and tell us before the clean about any hazard — mould, sharps, pests, aggressive animals, recent chemical treatments (8.3).
• Pets and people: secure or mention pets; cleaners can't be asked to mind children or provide care (8.4).
• Valuables: put away cash, jewellery and anything precious or fragile, and mention anything that needs special care (8.5).
• Within the booking: nothing unsafe or outside cleaning (no dangerous heights, biohazards or heavy lifting); extra work is arranged and paid through Quicksi (8.6).
• Respect: treat your cleaner with respect, and tell them about any active camera where they'll work (8.7).

• You can follow your cleaner's progress — on the way, arrived, done — and we text you when they arrive and when the clean is finished.
• If the home is clearly bigger or dirtier than booked, your cleaner can ask to adjust the price, with photos. You decide — we text you so you don't miss it, and if you don't answer within 30 minutes the price stays as agreed. Nothing changes unless you approve, and declining never costs a cancellation fee (Terms 7.6, 8.2, 9.9).
• If your cleaner doesn't check in, you can ask for another cleaner, cancel with nothing charged, or confirm they came (Terms 7.7).
• If your cleaner can't get in, we text you. Message them if you're there — they can carry on — or answer their report on the booking (Terms 7.5).

• Free until a cleaner accepts — the connection fee comes back too (Terms 6.3).
• After that, a fee may apply depending on how close to the start you cancel; the exact amount is always shown before you confirm, and it goes to your cleaner (Terms 7.2, 7.3).
• If your cleaner cancels or doesn't come, you're refunded in full, and we try to find you someone else (Terms 7.7).

Full cancellation schedule

• Raise it in the app within 24 hours of the clean being marked complete — before confirming. Payment is held while we look at the booking, photos, check-in and messages, and we may offer a re-clean — your cleaner comes back to redo it, at no extra cost, if you both want that — or decide a partial or full refund (Terms 7.9, 7.9A).
• For damage or anything else between you and your cleaner, contact them through the app first; if that doesn't resolve it, refer it to us and we'll help, including holding disputed funds. You can still take it to a court or tribunal (Terms 13).
• Contact support any time.

Book, message and pay through Quicksi — it's what keeps your payment held until you're happy and gives us a record if anything is disputed. Arranging the same cleaner off Quicksi to avoid fees isn't allowed (Terms 11).