Refund Policy

This Refund Policy explains how credits are returned on the Connect Cleaner platform. Cleaners buy a stock of credits and spend credits to apply to a job. When a Cleaner applies, they receive the client's contact details — this is the lead the Cleaner has paid for. Because the lead is delivered the moment credits are spent, the rules below set out the limited circumstances in which credits are returned. Connect Cleaner does not process payments for the cleaning services themselves, and this policy does not apply to such payments.

1. How Credits and Leads Work

Credits are the currency used to apply to jobs on Connect Cleaner. A Cleaner spends a set number of credits to apply to a job, and in exchange receives the client's contact details for that job. Once delivered, the contact belongs to the Cleaner permanently — the Cleaner paid for the lead, and it is theirs to follow up on for as long as they wish.

2. When Credits Are Returned

Credits are never returned automatically. Every return starts with a request from you and is reviewed by a member of our team. There are two kinds of request.

Invalid lead. You may request a credit return if the contact details you received are:

• Invalid: the contact details do not work or cannot be reached at all.
• Fake: the contact details are fabricated or do not belong to a genuine client.
• A wrong number: the phone number or email reaches the wrong person, not the client who posted the job.
• Spam: the job is spam, a hoax, or not a real request for cleaning services.
• A duplicate: the same request was already delivered to you as another job.

Invalid-lead requests are made through our support team within the time window in Section 4 and are reviewed manually.

“I had no response”. For jobs with a job date on or after 18 August 2026, an “I had no response” option becomes available on the job in your account 7 days after the job date chosen by the client (not 7 days after you applied). When you use it, we ask the client whether you were in touch with them, and a member of our team then decides whether to return the credits, taking into account the client's answer and any information you provide. Using this option is a request, not a guarantee: if the client confirms you were in contact, or the information shows the lead was valid, the credits are not returned. This option applies only to applications paid for with credits. An application made with your free welcome application did not use any credits, so there are no credits to return. Applications made under the previous 2-credit model are not covered. For jobs dated before 18 August 2026, contact our support team and we will review the case.

Where a request is approved, the credits you spent on that lead are restored to your account.

3. When Credits Are Not Returned

Credits are not returned where the lead met our quality standards but the outcome was not what you hoped for. In particular, credits are not returned in the following situations:

• The client did not reply to you specifically: the contact details were valid and the client was active on the platform — for example, they replied to or hired another Professional — but did not respond to your calls or messages. (You may still use the “I had no response” request described in Section 2; our team will review it, but a valid lead with an active client is not normally returned.)
• You did not win the job: you reached the client, but the client chose another Professional or decided not to proceed.

Spending credits buys you the lead and the client's contact details. It does not guarantee a reply or that you will secure the work.

4. Time Window

An invalid-lead request (invalid, fake, wrong number, spam or duplicate) must be raised within 14 days of receiving the lead. Requests submitted after this 14-day window cannot be considered, so please review your leads promptly and contact us as soon as you identify a problem. The “I had no response” request follows its own timing, described in Section 2.

5. Credit Expiry

Credits are valid for a limited time, after which any unused credits expire:

• Promotional credits (free): welcome, profile-completion, referral and other credits granted at no charge are valid for 30 days from the date they are granted.
• Purchased credits: valid for 90 days from the date of purchase.

Credits are used oldest-expiry-first, so you keep the benefit of your most recent credits. Any credits not used within their validity period expire automatically. Expired credits cannot be refunded, restored, or extended, and no monetary refund is due for them. We may remind you before your credits expire, but it is your responsibility to use them within the validity period.

Existing balances: credits already in your account when this policy takes effect will not expire earlier than 30 days (promotional) or 90 days (purchased) from the date we notify you of this change.

6. How to Request a Credit Return

Credit-return requests are made through a formal channel to our support team, who review each request manually. You can reach us:

• By email at contact@connectcleaner.net
• By phone, using the support number listed in your account dashboard.

Please include the job reference, the date you received the lead, and the reason for your request. To help us assess the claim, we may ask you to provide evidence such as screenshots, call logs, or message records showing why the lead did not meet our quality standards. Our support team reviews requests during business hours (Monday to Friday). We aim to review all requests within 5 business days.

7. Credit Returns vs. Monetary Refunds

Approved credit-return requests are settled in credits, not money. Where a return is approved, you will not receive a monetary refund for those credits; instead, the credits you spent are reinstated to your Connect Cleaner account to use on other jobs.

A monetary refund is only possible where you have purchased a credit pack by accident and have not used any of the credits from that pack at all. In that case, contact our support team and we may authorise a refund of the unused purchase to your original payment method. Once any credit from a pack has been spent, that pack is non-refundable. Expired credit packs are also non-refundable.

8. Account Closure

If your account is closed or terminated — whether by you or by us — any remaining credits are forfeited and will not be refunded, as credits or as money.

9. Right of Withdrawal (EU Consumers)

Under Directive 2011/83/EU (Consumer Rights Directive), as transposed into Irish law by S.I. No. 484/2013 (European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013), consumers in the European Union have a 14-day right of withdrawal from the date of purchase.

By purchasing credits and expressly consenting to their immediate availability, you acknowledge that the digital service begins immediately and that you lose your right of withdrawal in respect of any credits you have already spent. Where you have purchased credits and not used any of them, you may exercise your 14-day right of withdrawal and receive a refund of that unused purchase, as described in Section 7.

10. Contact

For credit-return requests or any billing question: contact@connectcleaner.net