Refund & Cancellation Policy

1. Customers — what you pay

MangoMop is free for customers. There is no fee to post a request, receive offers, or use the app, and MangoMop never adds a markup. You pay your cleaner directly at the price you accepted, after the cleaning, in the way you agreed with them. Because MangoMop does not collect the cleaning payment, refunds of a cleaning payment are between you and your cleaner; our dispute process (below) governs what happens on the platform.

2. Customers — cancelling a cleaning

You can cancel any cleaning from "My cleanings" at any time. There is no cancellation fee from MangoMop. Cancelling less than 12 hours before the visit is recorded as a late cancellation on your reliability record, and three late cancellations pause your ability to post new requests. Recurring series can be paused (for example for holidays) or cancelled entirely; already-scheduled visits are cancelled together with the series.

3. Cleaners — commissions

MangoMop's commission is 1% of the agreed price for a one-time cleaning, 0.5% per completed visit of a recurring series, and 0% for clients you bring yourself. When a customer selects you, the commission for that cleaning is placed on hold on your prepaid balance. It is charged 24 hours after you check out if the customer has not opened a dispute. If the cleaning does not take place — the customer cancels, the request expires, or the visit is skipped — the hold is released back to your balance automatically. Commissions already charged for a completed cleaning are final; if a dispute is later decided in your favour, any related adjustment is credited to your balance.

4. Cleaners — prepaid balance and refunds

You top up your balance in USD 10.00 increments by card. Card payments are processed by Stripe; MangoMop never sees or stores your full card number, and the charge appears on your statement as MangoMop. Top-ups are credited instantly.

Unused balance can be refunded to the original payment method: write to info@mangomop.com from the e-mail address on your account within 30 days of the top-up. Only balance that has not been used or placed on hold for commissions is refundable; refunds are issued within 5–10 business days. Balance older than 30 days stays available as credit for future commissions and does not expire. If MangoMop closes your account without cause, we refund any remaining balance. Referral credits are promotional, are not cash and are not refundable.

5. Cleaners — cancelling a visit

You can cancel a visit through the platform. Please do it as early as possible: for recurring cleanings the customer is immediately offered the best available replacement, and for one-time cleanings the request reopens for new offers. Cancellations, especially late ones, and no-shows are recorded and lower your ranking; repeated cases can lead to removal from the marketplace.

6. How a cleaning is delivered

A cleaning is delivered by the cleaner at the address, on the date and within the time window shown in the request, at the price accepted by the customer. Every visit has a check-in on arrival and a check-out when done, both timestamped and geolocated, so there is always a record. Customers confirm completion in the app; if they do not react, the visit is treated as completed 24 hours after check-out unless a problem was reported.

7. Problems and disputes

Report a problem within 48 hours after check-out from the visit in the app. While we review, the cleaner's standing is frozen and no commission is charged. We look at the visit records, photos and both statements; for theft claims we ask for a police report. Outcomes on the platform can include: the commission being released, ratings adjusted, warnings, or removal of the account at fault. Our decision covers the platform only — it does not decide payment questions between you and the other party or replace your legal rights.

8. Questions

Write to info@mangomop.com — we answer within one business day. All contact channels are on the Contact page.