Cancellation and Compensation Policy
Year of update: 2026
1. General Provisions
1.1.
The LimpioGo platform acts exclusively as an intermediary between customers and workers and is not a party to the service agreement.
1.2.
All payments, fees, compensations, and commissions are processed through the Stripe payment system.
1.3.
Refunds are provided based on the cancellation rules outlined in this policy, as well as in cases of confirmed platform technical errors or erroneous charges.
1.4.
The customer agrees that cancellation of an accepted order less than 2 hours before the scheduled start may result in a cancellation fee.
1.5.
The worker agrees that violation of order execution rules may result in sanctions from the platform.
1.6.
All time calculations use the Atlantic/Canary timezone.
2. Free Cancellation Conditions
2.1. Orders Not Yet Accepted
If the order has not been accepted by any worker (status «New»), the customer may cancel it at any time without any fee.
2.2. Waste Removal Services
Orders for Waste Removal services can be cancelled at any time without any fee, regardless of when the cancellation is made.
2.3. Early Cancellation
For Cleaning and Bulky Items Removal services: cancellation more than 2 hours before the scheduled start time results in a full refund with no fee.
3. Cancellation Fees
3.1. When Fees Apply
For Cleaning and Bulky Items Removal services, a cancellation fee of 20% of the order amount applies when: • The order has been accepted by a worker • Cancellation occurs less than 2 hours before the scheduled start time
3.2. Fee Calculation
The cancellation fee is calculated automatically by the system at the moment of cancellation confirmation based on the scheduled start time.
3.3. Fee Payment
The fee is automatically charged through Stripe. The customer receives a notification about the amount and reason for the charge.
3.4. Fee Distribution
When a cancellation fee is applied: • 80% is transferred to the worker as compensation for their time and preparation • 20% is retained by the platform to cover operational expenses
3.5. Refund Amount
The remaining order amount (80%) is automatically refunded to the customer's original payment method.
4. Order Time Change
4.1.
The customer may request a change of date and/or time of service.
4.2.
After the request, the change must be confirmed by the worker.
4.3.
If the worker refuses or does not respond within 10 minutes, the order moves to «New» status and becomes available to other workers, while the new time is preserved.
4.4.
Time change of the same order cannot be performed more than once consecutively.
4.5.
When rescheduling an order, the cancellation fee (if applicable) is calculated based on the new scheduled time.
4.6.
The customer and worker receive notifications about each order status change.
5. Cleaning Time Extension — «House/Apartment Cleaning» Category
5.1.
The worker may request a service extension of 1, 2, or 3 hours.
5.2.
The extension cost is €15 for each additional hour.
5.3.
The customer must confirm the extension request through the application.
5.4.
If the customer does not respond within 10 minutes, the request is automatically rejected.
5.5.
After confirmation, the amount is charged through Stripe and the service end time is updated.
5.6.
Both parties receive notifications about the result.
6. Tips to Worker
6.1.
Tips are voluntary.
6.2.
The customer may send tips from €1 to €300, including a custom amount.
6.3.
100% of tips are transferred to the worker. The platform does not retain commission, except for Stripe commission.
6.4.
Tips are charged as a separate payment.
6.5.
Tips can only be sent once per order and are non-refundable.
7. Worker Reassignment
7.1.
The platform may reassign the worker in cases of refusal, lack of response, extension cancellation, or force majeure.
7.2.
The date and time of service chosen by the customer are preserved.
7.3.
The customer does not incur additional expenses.
7.4.
Both parties receive notifications about the reassignment.
8. Refunds
8.1.
Refunds are processed according to the cancellation rules outlined in this policy.
8.2.
Additional refunds are only possible in cases of confirmed technical errors or erroneous charges.
8.3.
The refund is made to the original payment method.
8.4.
The refund period is 5–10 business days and depends on the customer's bank.
9. Disputes and Service Quality
9.1.
The customer may file a complaint within 24 hours after service completion.
9.2.
A description of the problem and supporting materials (photos or videos) must be provided.
9.3.
The platform reviews the dispute within 72 hours.
9.4.
Possible resolutions: • partial compensation; • service re-execution; • denial of compensation.
9.5.
The platform's decision is final.
10. Contact
For questions about cancellations, changes, and disputes: 📧 info@limpiogo.eu