Support
We’re here to help
Real people read every message. We reply to support requests within 24 hours, and we treat safety reports as urgent.
Email us
[email protected]One inbox, read by real people. We reply within 24 hours and treat safety reports as urgent. Put the topic in your subject line so we can prioritise it.
Bookings and payments
Bookings, payments, refunds, account access — anything about using the app.
Safety and reporting
Report a user, a message or a review, or anything that made you feel unsafe. Treated as urgent.
Privacy and your data
Access your data, correct it, or ask us to delete it. We reply within one month, usually much sooner.
Legal
Terms, contracts, formal notices and anything from a legal representative.
Reporting objectionable content or an abusive user
HOUSESTAFF has zero tolerance for abusive behaviour and objectionable content. In the app, every profile, message thread and review has a Report option, and you can block any user immediately — blocking takes effect straight away and does not notify them.
- Open the profile, message or review in question.
- Tap the menu icon, then Report — or Block to cut off contact first.
- Pick a reason and add any detail or screenshots.
We review every report and act within 24 hours, removing content and ejecting users who breach our acceptable use rules. If you cannot use the app, email [email protected]. If someone is in immediate danger, call 999.
Quick answers
My cleaner has not arrived
Message them in the booking first — most delays are traffic. If there is no reply 15 minutes after the start time, cancel from the booking screen: you will not be charged, and we will help you find a replacement.
I need a refund or the clean was not good enough
Raise it on the booking within 48 hours and add photos. We look at both sides and can arrange a re-clean, a partial refund or a full refund.
I cannot sign in
Use 'Forgot password' on the sign-in screen. If the reset email does not arrive, check spam, then email us from the address you signed up with.
I am a cleaner and my payout has not landed
Payouts are released after a booking is marked complete and can take a few working days to clear. Check your bank details in your profile, then email us with the booking reference.
I want to delete my account
You can do it yourself in the app, or follow the steps on our account deletion page.