Change rules for B2C one-off assignments

For B2C one-off assignments, the customer can cancel or reschedule free of charge up to 48 hours before the agreed start time. The deadline is calculated in working days: it expires at the same time of day two working days before the cleaning date, and Saturdays, Sundays, and public holidays do not count.

For a cleaning on Monday at 09:00, the customer can therefore move or cancel it free of charge until Thursday at 09:00 the week before.

Up until the deadline, the customer makes the change themselves on their booking page, and you will be notified when an assignment is moved or cancelled.

After the deadline, the customer cannot make changes themselves. The customer can contact you directly to ask if a new date is possible. Vaskeladden does not call you on the customer's behalf, and we do not promise rescheduling or free rescheduling in advance. If you and the customer reach an agreement, the customer must request written approval from Vaskeladden before the assignment is considered moved. Once the rescheduling is approved, the customer pays once, for the rescheduled clean, in accordance with the agreement. The signed contract applies if it states otherwise.

If a late change is due to unforeseen circumstances beyond the customer's control, such as a delayed handover documented by an estate agent, serious illness, or death, the assignment is rescheduled to a new date free of charge.

After the 48-hour deadline before the agreed start time, the customer pays the agreed amount in full if the customer cancels or the clean cannot be rescheduled. You then invoice Vaskeladden for the assignment. The deadline is calculated in working days. The signed contract applies if it states otherwise.

This does not grant the partner permission to change a specific assignment themselves. Before the deadline, direct the customer to their booking page. After the deadline, you may clarify whether a new date is possible, but the customer must write to Vaskeladden at kontakt@vaskeladden.com for approval or cancellation. If a change is confirmed without your calendar being updated, send a message to Vaskeladden with the address and date concerned.

How to decline an assignment in the portal

If you have received a new assignment you cannot take, open it in Calendar in the partner portal. Select Decline and state the reason. This sends a request to Vaskeladden to find another partner. See How to confirm, decline, and complete assignments in the calendar for the steps.

If you have confirmed the assignment

The customer's 48-hour deadline applies to the customer's cancellation and rescheduling. As a partner, you cannot withdraw from a confirmed assignment without Vaskeladden confirming the reassignment, cf. section 3.2 of the partner terms.

If you cannot attend, notify us immediately in the message thread on the assignment. Write which assignment it concerns and what prevents completion. Wait for Vaskeladden's confirmation on how the assignment should be handled.

Acute illness or other absence

Notify Vaskeladden as soon as you know you cannot complete the work, including when it happens on the same day. Use the assignment thread. If you cannot write there, use Messages and specify the assignment and date. Vaskeladden will clarify the solution and inform the customer. See Deviations and communication for partners for how to report issues along the way.