When and how you get paid

The short version: the customer is charged when you mark the clean complete, the money sits for 24 hours, and it leaves for your bank on the next daily payout. Nothing is charged up front, and SpotlessDoc never holds your earnings in an account of its own.

The sequence

1. You mark the clean complete. This is the event that charges the customer’s card — not the booking, not the start of the job. A clean that is finished but not marked complete has not been paid for by anyone.

2. The platform fee is taken. Your commission comes off here. What is left is your earning, and it appears on your Earnings screen straight away.

3. A 24-hour hold runs. The earning is yours but not yet moving. The window exists so a customer who reports a problem is raising it against money that has not already left, which is what lets a re-clean or a refund be settled without clawing anything back from you.

4. Stripe pays out daily. Once the hold has passed, the balance is swept to your bank on the normal daily schedule. Banks settle on their own timetable — two business days is typical, and weekends and public holidays are not business days.

Why there is no “pay now” button

SpotlessDoc never holds customer funds. The charge goes to Stripe, Stripe splits it, and your share sits in your own connected account until the daily payout moves it. There is no float in the middle to release early from.

What the payout statuses mean

Payout setup has five states. The one you are in decides whether money can move, and it is shown on the payouts screen.

Status	What it means	What to do
Not started	No payout account yet	Open Payouts Setup and finish the three steps
In progress	Stripe has your details and is looking at them	Nothing — it usually clears in minutes
Action required	Stripe has named something it still needs	Open the screen; it lists exactly what, and reopens where you left off
Restricted	Stripe has stopped the account for a reason that is not a missing field	Contact support — this one is not something you can clear from the form
Complete	Stripe will move money	Nothing

Only Complete means paid. Everything else means earnings accumulate and wait.

“Details submitted” is not the same as “done”

Finishing the form tells Stripe you have sent everything. It does not mean Stripe has accepted it. The payouts screen reads your account back from Stripe rather than trusting the form, which is why it sometimes still says there is something outstanding after you pressed submit.

When payouts pause

Stripe can come back for more at any point — usually after a volume threshold, or when a document it already has expires. When that happens:

• You get a text message and a banner on your dashboard.
• The status moves to Action required.
• The payouts screen reopens where it left off and lists what is needed.

Payouts pause; they do not fail and nothing is lost. Earnings keep accumulating and are released once Stripe is satisfied. If a deadline is attached you will be told the date, and you will be chased again inside the last week.

Common questions

I finished a job days ago and see nothing. Check that the job is marked complete, not just finished. If it is complete and the earning shows on your Earnings screen, check the payout status above.

My earnings show but my bank is empty. Either the 24-hour hold has not passed, or your payout status is not Complete. Those are the only two things between an earning and a payout.

I work for a company. Then none of this is yours to set up. Your company holds the payout account and pays you directly — SpotlessDoc never pays a company’s cleaners. You will not see a payout step at all.

Can I change the bank account? Yes, from the same payouts screen. Stripe verifies the new account before it is used, so leave the old one in place until the new one is confirmed.