Cancel Housekeep the easy way

Service overview

Housekeep is a UK-based platform that connects households with professional cleaners and tradespeople. Housekeep offers regular cleaning, one-off cleans and end-of-tenancy cleans; it also lists trades such as plumbers, electricians, gardeners and handypeople.

How it works for customers

Customers book and manage cleans online or via the Housekeep interface. Payments are processed securely online via Stripe. Regular cleaning options are offered with a choice of agency or independent cleaners.

Company facts

Read how Housekeep works on their official page: Housekeep - How it works.

Web (online account) - detailed steps

1. Sign in to your account at Housekeep.
2. Open the booking you want to cancel or reschedule.
3. Choose "Cancel" or "Reschedule" and follow on-screen prompts.
4. Save or screenshot the booking confirmation showing the cancellation.
5. Check for a confirmation email; keep this as proof.

iOS - detailed steps

1. Open the Housekeep app on your iPhone.
2. Tap "Bookings" then select the scheduled clean.
3. Tap "Cancel" or "Reschedule" and confirm before 18:00 the day before the clean.
4. Keep the in-app confirmation or screenshot for your records.

Android - detailed steps

1. Open the Housekeep app on Android.
2. Navigate to the booking and select "Cancel" or "Reschedule" before 18:00 the day before the clean.
3. Save the confirmation screenshot or note the updated booking status.

Email - detailed steps

1. Compose an email to [email protected] with your full name, address, booking reference and requested cancellation date.
2. Send the email and retain a copy in your sent folder.
3. If you do not receive a reply within 48 hours, follow up and attach the original email thread as proof.

Phone - detailed steps

1. Housekeep does not publish a direct customer phone number; use the in-app chat for urgent requests or email [email protected].
2. If you obtain a phone number from third-party correspondence, record the time, date and name of the agent and follow up by email so you have written proof.

Post - detailed steps

1. Prepare a registered letter addressed to Housekeep, Crown Way, CF14 3UZ Cardiff, United Kingdom. Include your booking reference and signature.
2. Send by tracked/registered post and keep the proof of delivery receipt.
3. Allow up to 10 working days for processing and confirm by email with [email protected] after delivery.

For answers to common questions about cancelling, see the Housekeep FAQs: Housekeep FAQs.

Moving house

If you move and cannot receive services at the booked address, notify Housekeep in your online account or by email. Provide a tenancy termination letter or new address to support your request. If the move occurs inside the 14-day cooling-off period and you paid up front, you are entitled to a full refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Price increase

If Housekeep increases the price for a future booked clean and you do not accept the increase, you may cancel. Retain the original booking confirmation showing the prior price and the communication notifying the increase. If the increase breaches terms or is unclear, the Consumer Rights Act 2015 protects against unfair contract terms.

Applicable law: Consumer Rights Act 2015.

Death of subscriber

If the primary account holder dies, contact Housekeep by email and provide a copy of the death certificate and proof of authority (executor or administrator). Housekeep will handle account closure and final billing on receipt of documentation.

Legitimate ground and accepted reasons

Housekeep accepts cancellations and reschedules via the account until 18:00 the day before without charge. Legitimate grounds that justify immediate cancellation include inability to provide access to the property on the day and emergency situations. If a Housekeeper cannot gain access, the Housekeeper receives a £20 fee; if a customer cancels after 18:00 the day before, the Housekeeper receives a £10 fee and the customer is charged the full price.

Applicable law: Consumer Rights Act 2015.

End of commitment

Housekeep operates with no minimum commitment; you can cancel recurring bookings in your account at any time. Keep a copy of the cancellation confirmation for your records.

Cooling-off period

If you booked online or off-premises and the total cost is £42 or more, you have a 14-day cooling-off period from the day after the contract was entered into. If you cancel during that period you are entitled to a full refund unless you asked for services to start during the cooling-off period. If services were supplied during the cooling-off period at your request, the business may retain payment to cover the cost of services provided up until cancellation.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Before you cancel: how to negotiate with Housekeep

Retention offers reported in research: Housekeep sometimes offers discounts for new customers, for example £10 off the first three cleans in areas such as London and Pimlico. To request a retention offer, use the in-app chat or email [email protected] and reference your booking. Ask explicitly for a promotional code or discount for continuity of service and include your booking reference. If you need to reschedule rather than cancel, use your account to reschedule free until 18:00 the day before the clean.

What cancelling saves - example yearly math

Use this example to compute potential savings. Regular cleaning price (agency) from research: £16.00 per hour. Example schedule: 2 hours weekly.

Housekeep annual cost calculation: £16.00 x 2 hours = £32.00 per clean. Weekly frequency: £32.00 x 52 weeks = £1,664.00 per year.

Cheapest competitor listed in research: Cleenie at £12.00 per month.

Competitor annual cost calculation: £12.00 x 12 months = £144.00 per year.

Yearly saving if you replace a weekly 2-hour Housekeep service with a Cleenie subscription (note: Cleenie is service software for cleaners, not a direct consumer clean): £1,664.00 - £144.00 = £1,520.00 saved per year.

Alternative comparator: Manage My Round at £15.00 per month = £180.00 per year. Saving vs Manage My Round: £1,664.00 - £180.00 = £1,484.00 per year.

Concrete prices used in these calculations: Housekeep regular cleaning from £16.00/hr, Cleenie £12.00/month, Manage My Round £15.00/month.

Key UK consumer law that applies

The main laws that protect consumers cancelling services are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Regulations set a 14-day cooling-off period for most contracts concluded online or off-premises and require refunds within 14 days of being informed of cancellation. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair contract terms such as disproportionate cancellation penalties.

How to escalate if Housekeep refuses a correct refund

Step 1: Complain to Housekeep via your account or by email to [email protected] and keep copies of all correspondence. Step 2: If you cannot resolve the matter, get advice from Citizens Advice: Citizens Advice - cancelling a service. Step 3: If you paid by credit card, consider a Section 75 claim or a chargeback via your card issuer for qualifying transactions. The Competition and Markets Authority flags unclear auto-renewal and hard-to-cancel subscriptions as potentially unfair practices; you may reference this guidance in disputes.

Official text of the Consumer Contracts Regulations is available here: Legislation.gov.uk - Consumer Contracts Regulations 2013.

Confirm access and keys

If your cleaner used a key or key-safe, confirm with Housekeep who holds keys after cancellation and request return or secure disposal of keys. Record the communication by email to [email protected].

Data and account management

Check your account for the cancellation confirmation and request deletion of personal data or account closure if desired. Keep a copy of the confirmation for at least 6 months for dispute purposes.

Final billing and refunds

If you cancelled within the 14-day cooling-off period and paid up front, you are entitled to a full refund unless you asked for services during the cooling-off period; in that case Housekeep may retain payment for services provided up to cancellation. Refunds must be made without undue delay and no later than 14 days after the trader is informed of the cancellation under the Consumer Contracts Regulations 2013.

For procedural questions and the FAQ, see: Housekeep FAQs.

Follow this quick checklist to cancel Housekeep and protect yourself:

• Log in to your Housekeep account and cancel or reschedule the booking before 18:00 the day before the clean.
• Take a screenshot of the cancellation confirmation and keep the confirmation email.
• If you paid in advance and cancel within 14 days, request a refund and note the date you informed Housekeep.
• If you must send formal notice, post a registered letter to Housekeep, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the delivery receipt.
• Email [email protected] to confirm cancellation and request any refund or key return details.
• If you have a payment dispute, contact your card issuer for chargeback or Section 75 advice if applicable.