We always hope all cleanings will go smoothly, but in the real world, that's not always the case. Knowing this, Turno supports hosts with options to handle the situation in case of no-shows or unmet cleaning expectations.
We strongly advocate for open communication and resolution between you and your teammate if an issue happens. Ideally, we trust that you can achieve a mutual understanding to solve matters amicably. Please use the Turno messenger to chat with your teammates and find a resolution together.
However, if this proves difficult, there are other alternatives at your disposal to address the matter. Here are some approaches to consider.
Review the teammate
Share your complete experience with the cleaner by leaving them a review on your My Team page. This could help prevent other customers from encountering the same issues.
The following article explains how to send a review to a cleaner:
Remove the teammate from the project
If the teammate has not marked the project as complete yet, you can remove them from it to prevent them from triggering payment.
Check this article for help removing teammates from a project:
Void the payment
If the teammate marked the project as complete, but under-performed or did not show up, you can cancel the payment they triggered. The option to void the payment will be available on your payment history up to five days after the project was marked as completed, as long as that is the last payment that has succeeded for that property.
Navigate to Payments > Payments Settings (or Payments & Subscription Settings) > Payment History. Once on the Payment History page, locate the transaction you wish to void (cancel) and click the Void Payment button in the Actions column.
You may be prompted to enter the reason why you need to void that payment, and your request will be sent to us.
If you don't see the "Void Payment" button to cancel the payment, please contact our Customer Support team via live chat or at help@turno.com so we can help you from our end.
As a general rule, our support team can process refunds of marketplace payments up to two weeks after the date a payment has succeeded. If you request to void a payment that is older than two weeks, we will contact your teammate to ask for their permission to issue the refund.
Disconnect from the teammate
If you no longer wish to work with a teammate who no-showed, you can disconnect from them on your My Team page. Just remember that if you would like to also leave a review for them, do so first. It is not possible to interact with teammates you have disconnected from.
Learn how to disconnect from teammates below:
Getting a new cleaner to do the job
If you have other teammates on your team, we recommend you contact them to check if they can take the job your primary teammate did not do. In case the project was not marked as completed, you can remove the teammate from it and assign another one.
It is not possible to assign past projects, so if the project expired, or if the teammate has already marked the project as complete, you can create a new project to offer to another teammate.
In case you do not have any backups, or none of your backups are available to do the cleaning, you can open a new search for cleaners on the Turno marketplace.
The following article shows how to open a new marketplace search:
If you need a cleaning done urgently, you can also reach out to our support team for additional help trying to get a cleaner for a last minute cleaning.
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