Managing your booking

All your bookings — past and upcoming — are in the My Bookings section of the Quicksi app, or under Bookings in your account on the web. Open any booking to see its full details: service type, date, time, address, price breakdown, cleaner information (once matched), and status.

Each booking shows its full price breakdown, and in the app you can open its invoice from the booking.

Your booking moves through a series of statuses as it progresses. Here is what each one means:

Payment required

Your booking is saved but no card has been authorised yet, so nobody is searching for a cleaner. Add a payment method to start the search.

Finding cleaner

Your card is authorised (held, not charged) and your clean has been offered to verified cleaners nearby. No action needed — we will notify you when someone accepts.

Confirmed

A cleaner has accepted your booking. Their name, photo, and star rating are visible in the app. The job is scheduled.

Not checked in

Your cleaner's check-in window has closed without a check-in. Choose another cleaner or a full release of your hold — see What if my cleaner doesn't turn up? below.

Cleaning now

Your cleaner has checked in on site and the clean is under way.

Confirm the clean

Your cleaner has marked the job as done. Review it and tap Confirm & release to release their payment, or raise a problem — otherwise it is confirmed automatically after 24 hours.

Under review

You reported a problem (or a repeat no-show is being checked). Your payment stays on hold, nothing more is charged, and our team usually decides within 3–5 business days.

Completed

You confirmed the clean (or auto-confirm fired) and payment has been released to your cleaner. You can now leave a star rating.

Cancelled

The booking was cancelled. Your card authorisation has been released, and the booking shows what you were actually charged — $0.00 unless a cancellation fee applied.

You can request a reschedule through the in-app chat with your cleaner once a booking is confirmed. Whether the new time works depends on your cleaner's availability.

If your cleaner cannot accommodate the reschedule and you need to change to a different date, you may need to cancel your existing booking and create a new one. Cancellation fees may apply depending on timing — see Cancelling a booking.

To cancel a booking, open it — in the app, or in your account on the web — and tap Cancel booking. You will be shown any applicable cancellation fee before you confirm the cancellation.

Before matching

You can cancel at any time before a cleaner is matched with no fee and no impact on your account. Your card authorisation is released.

After matching — with notice

Cancelling with reasonable notice before the start time incurs a smaller cancellation fee, or none at all. The exact threshold is shown in the app and in Quicksi's Terms.

Short-notice cancellation

Cancelling close to the booking start time (or after your cleaner is on their way) incurs a higher cancellation fee, since your cleaner has already committed their time.

If you need to cancel for an emergency or extenuating circumstances, contact us at support@quicksi.com.au and we will review the situation.

If your cleaner cancels a confirmed booking, you will be notified immediately through the app. This is always treated as a no-fault event — there is no cancellation fee to you and your booking record is unaffected.

Here is what happens next:

1. Quicksi immediately re-runs matching to find you a replacement cleaner for the same date and time, if one is available.
2. If a replacement is found, you are notified with the new cleaner's details. No action is needed on your end.
3. If no replacement can be found in time, your booking is cancelled with a full refund. Your card authorisation is released automatically.

Your cleaner checks in through the app when they arrive. Check-in stays open until two hours after your start time — longer if they told you in the app they were running late. If it closes and nobody has checked in, your booking shows Not checked in and you choose what happens next:

1. Find me another cleaner. Pick a new time and we offer your clean to other cleaners nearby. It stays the same booking, at the same price, with no surcharge for the new time — and because the original card hold carries over, you are never held twice.
2. Cancel and refund me. The booking is cancelled and your card hold is released in full. Nothing is charged, though your bank may take a few business days to remove the pending amount.
3. Actually, the clean was done. If your cleaner did the job but forgot to use the app, tell us and it moves on to the usual confirm-and-pay step.

You can also message your cleaner or contact support from the same card. If you don't choose, we cancel the booking and release the hold in full 12 hours after the clean was due to finish.

If your cleaner says the clean was done. A cleaner who did the job but forgot to check in can tell us, with photos of the finished rooms, the times they were there and where their phone was. You'll see it on your booking and we'll let you know. Tap Yes, the clean was done and it moves on to the usual confirm-and-pay step, or No, they didn't come and Quicksi reviews it, ordinarily within 3–5 business days — your card isn't charged meanwhile. If you don't answer within 24 hours, we review it the same way. While it waits for you, the other options above aren't available.

Before accepting your booking, a cleaner it was offered to may send a counter-offer — a request to do the job at a higher price. This typically happens when they review the details and believe the listed price does not fully reflect the scope of the work.

You will receive a push notification, and can view the counter-offer and reason on the booking's detail page — in the app, or in your account on the web. You can:

Accept the counter-offer

The booking proceeds at the new price. Your card is re-authorised for the updated amount. You are only charged after the clean is confirmed.

Decline the counter-offer

Nothing changes: your booking stays open at the listed price for any cleaner to accept. The cleaner who proposed it hasn't accepted the job, so we keep looking.

You are never obligated to accept a counter-offer. If another cleaner accepts the listed price first, your booking is confirmed to them and any pending counter-offers lapse.

For full details on how counter-offers work, see Counter-offers from your cleaner.

Once a cleaner is confirmed for your booking, an in-app chat thread opens between you and your cleaner. You can use it to:

• Share access instructions (gate code, key location, etc.)
• Let them know about specific areas to focus on
• Ask about their ETA if you're waiting at home
• Flag any issues before or after the clean

Your cleaner will also send you a push notification when they tap On my way in their app, so you know they are en route.