“Customer Lockout” are reported by Cleaning Professionals when they arrive at your appointment but you're not there and/or have not provided another way for them to enter your home to complete the booking.

Cleaning Professionals are advised to wait 30 minutes for a customer to arrive before reporting a Customer Lockout. We know schedules can change quickly, and sometimes customers forget to cancel their bookings, but Customer Lockouts cause Homeaglow professionals to lose valuable work and spend needless time and money on transportation, and therefore, result in the full payment being charged. Therefore, no refunds are given for Customer Lockouts.

If you believe a Customer Lockout was incorrectly reported, please let us know here