Reservations for professional services and experiences on OnlyMaids made on or before March 14, 2020, with a scheduled service date within the next 45 days from today, are subject to our policy and can be canceled prior to the scheduled service date. Customers who cancel will have options for refunds or credits, and Service Providers can cancel without incurring charges or affecting their status on OnlyMaids if they provide valid proof that they qualify. OnlyMaids will either issue a refund or provide credit, including all service fees, for eligible cancellations. To cancel under this policy, you will need to verify the circumstances and may be required to provide supporting documentation.
The Service Provider’s cancellation policy will apply as usual to reservations made after March 14, 2020, and before May 31, 2022, unless either the customer or Service Provider is ill with COVID-19.
For reservations made on or after May 31, 2022, the Service Provider’s standard cancellation policy will apply, and COVID-19-related circumstances will not be covered.
Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of the cancellation request, and reservations that have already been canceled will not be reconsidered.
If a reservation has already begun (the scheduled service time has passed), this extenuating circumstance policy does not apply.
Please note that separate policies apply to domestic reservations in South Korea and Luxe reservations.
Which Reservations are Covered
Reservations Made On or Before March 14, 2020 Reservations for professional services and experiences made on or before March 14, 2020, with a scheduled service date within the next 45 days from today, can be canceled before the scheduled service date. This means that guests who cancel under the policy will receive a full cash refund or travel credit for the amount they paid (where credit is available). Service Providers can also cancel under this policy without incurring charges or affecting their status, and OnlyMaids will issue a refund or travel credit that includes all service fees.
Reservations for professional services and experiences made on or before March 14, 2020, with a scheduled service date more than 45 days from today, are not currently covered for COVID-19-related circumstances. The Service Provider’s regular cancellation policy will apply as usual.
If a reservation has already begun (the scheduled service time has passed), this extenuating circumstance policy does not apply.
Reservations Made After March 14, 2020, and Before May 31, 2022 For reservations for professional services and experiences made after March 14, 2020, and before May 31, 2022, the Service Provider’s standard cancellation policy will apply as usual, and COVID-19-related circumstances will not be covered under our extenuating circumstance policy, except in cases where the customer or Service Provider is currently ill with COVID-19. COVID-19-related circumstances not covered include transportation disruptions and cancellations, travel advisories and restrictions, health advisories and quarantines, changes to applicable law, and other government mandates such as evacuation orders, border closures, prohibitions on short-term services, and shelter-in-place requirements.
Reservations Made On or After May 31, 2022 For professional services and experiences scheduled on or after May 31, 2022, the Service Provider’s regular cancellation policy will apply, and COVID-19-related circumstances will not be covered under our extenuating circumstances policy.
Our extenuating circumstances policy is designed to protect customers and Service Providers from unforeseen situations that arise after booking. Since the World Health Organization declared COVID-19 a global pandemic, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer considered unforeseen or unexpected. We recommend reviewing the Service Provider’s cancellation policy carefully when booking and selecting an option that provides the flexibility you require.
How it Works If you are a customer, you can access cancellation and refund options by visiting the Bookings page and selecting your booking—find out more here. If you are a Service Provider, you can find information in your service management dashboard.
Coronavirus Updates and Resources We have compiled articles to assist our community during these times in the Resource Center. You can find the most recent information about our COVID-19 response, from policy updates to resources for Service Providers and customers.
You can also refer to the extenuating circumstances policy for details on coverage of circumstances unrelated to COVID-19.
We kindly ask all community members to exercise respect, inclusivity, and adhere to our nondiscrimination policy when engaging with other members of our community.
We will continue to review the application of this policy. Please monitor this page for updates and new information.