Help

How does payment work, and when does it arrive?

Booking charges nothing. Shortly before the clean (48 hours before its hours, or at once when it's sooner), a hold goes on the host's card for the price. The money stays in the host's account; the cleaner's page for the clean says "Payment secured" once the hold is in place. When the cleaner has sent the report, the host taps Release and the card is charged; if the host does nothing, it's charged on its own 48 hours after the report. The charge is made on the cleaner's own Stripe account: the host pays the cleaner directly, and ResiSet takes nothing. Stripe sends it to the cleaner's bank; a first payout can take a few days, later ones usually arrive within two business days. If the clean doesn't happen, the hold is cancelled and the host isn't charged. If the host's card is declined for the hold, the app tells both of you and keeps trying; 12 hours before the clean, the cleaner may give it back without it counting.

If the cleaner does not come, or the clean is cancelled or given back in good time, everything goes back to the host's card. If the host cancels within a day of the clean's hours, the cleaner gets a tenth of the price and the host the rest.

Who pays me, and what does Stripe take?

The host pays you, into your own Stripe account; ResiSet never holds the money and takes nothing from it. Stripe's card processing fee comes out, as for any business that takes cards: about 2.9% plus 30¢ of the price, so $100 arrives as about $96.80. The clean's page shows the estimate before you ask for it and the exact fee once the host has been charged. If you bring helpers or clean with your team, the host pays you and you pay them what you agreed; the app notes the split and reminds you.

How do I set up getting paid?

In Profile, under Payments, tap "Getting paid for cleaning". Stripe's setup opens right in the app and asks who you are, about your business and where to send the money; it takes a few minutes. Stripe asks you to sign in to Stripe once, in its own window: that step is Stripe's. Stripe will ask you to set up two-step sign-in. You can choose a text message instead of an authenticator app. ResiSet never sees your bank details. You can't be booked until it's done. If you set this up before October 2026, the app asks you to do it once more: hosts now pay you directly, and that needs an account of a different kind.

Stripe asks for my business's website. I don't have one.

You do: every cleaner has a business page on resiset.com, and ResiSet gives Stripe its address when you set up getting paid, so you don't need to type anything. It's the plain page Stripe needs (your first name and last initial, what you offer, how you're paid, cancellations and how to reach you), not one for marketing: it has no handle, reviews or QR code, and search engines don't list it. Its address never changes. If Stripe still asks, it's already filled in; leave it as it is.

Can I refund a host?

Yes. On a clean the host has paid, tap Refund, choose part or all of the price, and it goes back to the host's card from your Stripe account. You decide; ResiSet never takes money from your account. If a host writes to us about a clean, we look at the report and may ask you to refund, and we tell you both what we found.

What happens with a chargeback?

If a host's bank reverses a charge, the chargeback goes to your Stripe account, and the app shows you the deadline to answer it. Your report is your evidence: open it from the clean's page, save the PDF and submit it in your Stripe dashboard. Stripe and the bank decide. ResiSet never takes money back from anyone, and a complaint about quality is a dispute with us, not grounds for a chargeback.

The cleaner did not show up. What do I do?

Most cleaners come some time within the hours you set, not at their first minute. Half an hour in, if nobody has started, the app tells you, and a message to the cleaner is the quickest way to find out. Once the hours are over, the clean's page offers "The cleaner didn't come". The clean goes straight back on the board for other cleaners, the no-show is counted on that cleaner's profile, and the hold on your card is cancelled: you aren't charged.

The place is in bad shape, or something feels wrong, when I arrive. What do I do?

Photograph what you found before you start; the arrival photos go into the report with your notes and protect you. If the clean is not what was posted, message the host from it. If you do not feel safe, leave. If someone is in danger, call 911 first, then tell us.

How do I cancel?

A host can cancel a clean from its page until the cleaning has started. A cleaner can give a clean back from its page until they start it. Cancelling more than a day ahead costs nothing and is not counted; the hold on the host's card is cancelled. Less than a day ahead it is counted on your profile, and a host who cancels that late is charged a tenth of the price, which goes to the cleaner. Giving a clean back late never pauses anyone. Three no-shows in 90 days open a conversation with ResiSet: a person looks at what happened, hears your side, and may stop new bookings for a time; nothing pauses on its own. The full rules are in Profile, under The fine print.

How do I delete my account?

Profile, then "Delete my account". Your units, cleans, photos and messages are removed. While one of your places has a booked clean, or a hold on a card isn't finished, or you're booked for a clean that isn't paid yet, finish or cancel it first; the app says which. A helper or team-mate can delete straight away; what the lead owes them is still between them. Records of payments are kept for seven years without your name, as tax law requires.

How are photos used and kept?

Photos show the place: never people, IDs, mail, documents or screens. A report's photos are seen by the people who cleaned and the people who run the unit, and by us only when someone asks for help with that clean. Reports and their photos are deleted by the plan of whoever owns the place: 3 months after the report on Free, 3 years on Plus and Pro.

How do posts from a report work?

A host can turn one after-cleaning photo from a report they received into a post for the cleaner: the photo, and under it the cleaner's name, their rating, where they work in their own words, and their referral code, as the cleaner chooses. Sending it is the host's permission for the cleaner to post that one image. Nothing on it says where the place is or when it was cleaned, and the host can take it back until it's shared. The cleaner shares it from the app, with Pro; ResiSet posts nothing and connects to no social network. A review can be shared the same way, as an image with the host's words and first name, with Plus or Pro.

Can I post photos of places I clean?

Only the one the host picks, as the app makes it. The report's other photos stay in the report: they show how guests left the place, often with their belongings in the shot, and where the place is. Don't tag where the place is when you post.

Does ResiSet check who hosts and cleaners are?

No. ResiSet does not run background checks. Stripe checks a cleaner's identity when it opens their account, and that is all. Ratings and reviews come from the other people on each clean.

How do I report or block someone?

Open their profile from a clean or a conversation and tap Report or Block. A report comes to us with the clean attached. After a block, neither of you sees the other's cleans or requests.

What do the plans include?

Everything needed to find work, post cleans, book, report and pay is free, for everyone, for ever. A plan adds more. Hosts: Free has 1 place, no co-hosts and 1 PDF report a month; Plus has automatic texts to your cleaner the day before, automatic cleaning postings after every check-out, 2 places, 1 co-host per place, unlimited PDF reports and reports kept 3 years; Pro adds the Claude connector to drive your listings and postings, no limits on places or co-hosts, the repairs dashboard across places and same-day support. Cleaners: Free has every word of your reviews; Plus adds your public page, a review card to share and your @handle, with its referral link and a QR code to save and show (a host who scans it in the app stars you in a tap); Pro adds the Claude connector to manage and search for cleanings, Featured placement, the photo images, your earnings with a CSV for taxes, your cleans as a calendar feed, and priority support. Plans are bought in the app through Apple, by the week, the month or the year, and cancelled in your Apple ID settings. A plan never changes what work you get or what you're paid.

What are codes, vouchers and referral codes?

They give time on a plan, never money. Enter a code in Profile under "Codes and plan time", or when you sign up. Everyone also has a code of their own to pass on: when someone signs up with yours and their first clean is charged in the app, you each get a month on a plan. On a cleaner's Plus or Pro plan, your public-page handle works as your code too, and your link, resiset.com/r/your-handle, opens sign-up with it filled in. Where ResiSet offers plan time for your first cleans in an area, the offer says what counts (a clean paid in the app of at least a set price, with no problem raised about it within 14 days), one offer per person. A friends-and-family code is one we give to someone we know: entered the same way, it gives you Pro at no charge for as long as we keep it.

What does "ID verified" mean?

The cleaner showed Stripe an ID document and took a selfie; Stripe found the document real and the face a match, and the name on the ID is the name on their account and their Stripe account. That is all it means: it is not a background check, and it says nothing about anyone's record or work. Cleaners can do it in Profile, under Payments; ResiSet pays for it.

Who sees my review of a cleaner?

Signed-in users see it in the app, as they always have. If the cleaner has turned on their public page on resiset.com, it also appears there, with your first name and the month: never your full name, your place or its address. The page shows every review the cleaner has, newest first. You can take yours off the page at any time from Help › My reviews; it stays in the app. A review you wrote before you accepted the current Terms stays off every page until you accept them.

What are tags?

When you rate a cleaner you can add up to three from a short list: on time, thorough, good with guests, well stocked, careful, great communication. They're your words, like the review, and show with it. The three a cleaner gets most become a badge on their page.

What is my public page?

A page at resiset.com/c/your-handle, on the Plus and Pro plans, that anyone can read: your first name and last initial, your area in your own words, your badges (ID verified, cleans done, your rating, when you joined, the tags hosts give you most) and every review hosts gave you, with each host's first name. One button, "Book on ResiSet", opens the app for a host with you offered first. Turn it on in Profile › Your public page, pick your handle and your area, and choose whether search engines may list it (they don't unless you say so). The page shows nothing while your account is paused or your plan has ended.

What does "Featured" mean?

A cleaner on the Pro plan appears above other cleaners in a host's list of requests and among the cleaners near a place, after the host's own starred cleaners, with the label "Featured". It changes the order only: it never hides anyone or changes who the host picks, and within each group the order is distance, never rating.

What does "ResiSet Pro" on a cleaner's profile mean?

The cleaner has ResiSet Pro (or ResiSet Plus), a plan cleaners buy for their own marketing. It says nothing about how anyone cleans. Cleaners choose whether to show it.

Why can't I post a clean yet?

Posting opens once a cleaner who can reach the place has set up getting paid. Until then the place's page says so, and we text you (if texts are on) and tell you in the app when one joins. When only one or two cleaners can reach a place, the post sheet says so, and you can still post. ResiSet is open for cleaning in California for now; a place in another state waits, and you keep it.

Why can't we rate a clean we settled outside ResiSet?

Ratings are for cleans paid in the app, where the money and the report are on record. When a host and a cleaner both say they settled outside ResiSet, neither rates the other for that clean, and a rating already given on it is removed.

Can we pay each other directly?

Yes, if you both agree before the clean is booked. A cleaner can ask for it when asking for a clean; a host can offer it on a waiting request. Each of you agrees once, under the same words: you pay each other directly, outside ResiSet; nothing is held on a card or charged through ResiSet; there's no late-cancellation charge; ResiSet can't help if a payment goes wrong; and the clean has no reviews or ratings, from either side. Once you have both agreed, the host books it with "Book, paying directly", and the cleaner needs no Stripe account for it. Either of you can take your word back until the clean is booked. Once the report is sent, the clean shows as paid directly; there's nothing to release.

Can cleans be posted for me after each check-out?

Yes, on Plus and Pro: automatic cleaning postings. On the place's page, turn on "Post cleanings on their own" and set the hours. Each check-out on the place's calendar in the next two weeks then becomes a clean at your usual price, as long as a cleaner can reach the place. Any calendar link works: Airbnb, Vrbo, OwnerRez, Hostaway, Hospitable, Guesty and most others.

What are the three report parts on my checklist?

How the guest left the place, damage, and repairs and supplies to look over. They're on every place's checklist as your own instructions, so cleaners see them as yours ("What Hana wants checked"), and you can switch any of them off for a place. A clean keeps the checklist it was booked with.

Can I send photos and videos in a message?

Yes. In a conversation, tap + to pick a photo or video, or take a photo. Both sides of the clean see it, nobody else. Photos are made smaller and lose where they were taken; videos keep their first minute. They're kept with the conversation, 12 months after the clean closes.

Can we change the price after booking?

Yes, if you both agree. On a booked clean, the cleaner taps "Propose a different rate" and the host "Change the price"; the other side accepts it or keeps the price as it was. One proposal waits at a time, and whoever proposed can take it back. A higher price is held on the host's card when it's agreed; a lower one is simply charged at the lower amount.

Where are my notifications?

Tap the bell on the Cleans screen. Every notification is there, newest first, until you check it off: tap one to open what it's about, tap the circle when you've dealt with it, or "Check all off". They're kept 90 days.

How do videos work?

A host can add a minute-long video to a place: the way in, the tricky spots, what guests notice. Only the cleaner booked there sees it. A cleaner can add a minute-long introduction on their profile, which hosts see on their requests. No other people, IDs, mail or screens in a video.

Why did I get a text from ResiSet?

You turned texts on in Profile › Texts. If you clean, we text you about a day before each clean you're booked for, to ask whether it's still on: reply YES to confirm, or NO if you can't make it, which gives the clean back as "Give it back" does in the app. Anything else you reply goes to the host in the clean's conversation. If you host, we text you when your cleaner can't make a clean or hasn't answered, when a cleaner who can reach your place has joined or posting at it has opened, and when nobody has asked for a clean two days before it. Never more than three a day, and never between 8 pm and 8 am where the place is. Message and data rates may apply.

How do I stop the texts?

Reply STOP to any of them, or turn them off in Profile › Texts. To get them again after STOP, text START to the same number. CANCEL also turns texts off, and nothing else: if you can't make a clean, give it back in the app.

Why didn't my cleaner get a day-before text?

Texts are on Plus and Pro. A cleaner gets one only if they turned texts on; otherwise the app asks them, and you see the answer on the clean's page either way. There's no text if the clean was booked after the moment to ask (the booking was the confirmation), and none between 8 pm and 8 am in the place's time zone: an ask that would fall then goes at 7 pm the evening before.

Where are my earnings?

On Pro, Profile › Earnings shows what you were paid by month and year, with Stripe's fee, and a CSV to share with whoever does your taxes. Stripe sends the tax forms the law requires for what you were paid through it.

How do I opt out of arbitration?

The Terms say disputes with ResiSet go to individual arbitration. Within 30 days of first accepting them, tap "Opt out of arbitration" in Profile under The fine print, or email [email protected] from your account's address. We record it and tell you; nothing else about your account changes.