Payments

Payments are made through Mundoria rather than directly to the cleaning professional. When you book, the payment details connected to that booking are handled through the Mundoria payment journey. The aim is to keep the booking and the payment together so you are not being asked to arrange separate transfers, cash payments or private payment methods with the cleaner.

Yes. Mundoria accepts card payments through its payment system. The exact card types available should be shown during checkout. If additional payment methods are added later, such as Apple Pay or Google Pay, they should appear clearly as part of the payment options rather than being assumed.

Yes. Mundoria uses Stripe to process customer payments. That means the payment itself is handled through Stripe's payment infrastructure rather than Mundoria manually collecting your card details. You should still always make payments through the official Mundoria booking journey rather than sending card information or payment details privately to a cleaning professional.

Yes. Stripe is Mundoria's payment processor. When a customer pays through Mundoria, Stripe handles the payment transaction and then settles the relevant funds through Mundoria's payment setup. For the customer, the important part is that payment stays connected to the booking rather than being handled privately between you and the cleaner.

No. If the booking has been arranged through Mundoria, payment should be made through Mundoria. You should not normally need to pay the cleaning professional separately. Keeping payment on the platform makes it easier to keep a clear record of the booking, the amount paid and any issue that may need to be reviewed later.

No. Mundoria is cashless. Bookings are paid through the Mundoria payment journey using card payment processed by Stripe. You should not pay the cleaning professional in cash or by private transfer for a Mundoria booking.

Not when you book. At checkout Mundoria saves your card securely with Stripe. There is no charge and no hold at that point. From 48 hours before your clean, once a cleaner has been assigned, we place a temporary hold (an authorisation) for the booking amount. If no cleaner can take the booking, no hold is placed and you are not charged. This may show as a pending amount in your banking app. It reserves the funds but is not the final charge. The payment is taken the next UK calendar day after the clean. If you cancel 24 hours or more before the start time, there is no charge and any hold is released. Card providers can take a few days to remove a pending amount from your statement.

Yes. Customers should be able to receive a record of what they have paid for. That should include the booking details, amount paid and any applicable product, equipment or other charges. The exact format may depend on whether the booking is house cleaning or workspace, but customers should not have to chase for basic proof of payment.

Yes. Businesses using Mundoria should be able to receive invoices or appropriate payment records for their bookings. Where required, the invoice can include the relevant business details associated with the booking. For recurring workspace cleaning, it is especially important that billing remains clear and easy to reconcile.

If the hold cannot be placed, we will let you know so you can update your payment method. We try again up to five times between 48 and 24 hours before the clean. That can happen when a card has expired, the bank declines the hold, there are not enough funds, or the bank wants extra confirmation for a payment made while you are not in the app. If the hold still cannot be placed 24 hours before the clean, the booking is cancelled free of charge. We do not want a cleaner travelling to a visit that has not been properly authorised, and no cancellation fee applies when a booking is cancelled for this reason.

Yes, where the platform allows it before the relevant payment is completed. If a card expires or you simply want to use a different payment method for a future booking, you should be able to update it through the appropriate Mundoria payment process. For security, card information should not be sent through ordinary messages or given directly to the cleaner.

Mundoria does not store your full card number. Card payments are processed by Stripe. Where you choose to keep a payment method for future bookings, Stripe stores the payment details securely and Mundoria only keeps the related Stripe references needed to run the booking. You should never send card details to a cleaning professional or through ordinary messages.

That depends on who cancelled and when. If you cancel: • 24 hours or more before the start time: no charge, and any payment hold is released • Less than 24 hours before the start time: the full booking price is charged If Mundoria or the assigned professional cannot carry out the booking and no suitable replacement is arranged, you are not charged for cleaning that did not happen. Any hold is released, or a payment already taken is refunded. Card providers can take a few days to remove a pending amount or show a refund. Your statutory consumer rights are not affected.