Help and support
Email us: hello@
We aim to reply within one business day. Safety reports are looked at within 24 hours, every day.
Using the app? The fastest way is Messages › Bay Area Shine in the app. Our replies show up right there.
Feel unsafe right now? Call 911. Cleaners: use Need help in the crew app.
When you email, please include
- the email or mobile number on your account,
- the day of the clean,
- a photo if something's wrong.
Please never send a door code by email or chat. Use the locked code field in the app.
Customers
How do I book?
Open the app (or our website), choose your clean, pick a day and start time, and pay the $40 deposit. It comes off your total.
Can I move my clean?
Yes, free in the app up to 48 hours before it starts (24 hours with Shine Plus). Closer than that, message us.
What if I cancel?
The $40 deposit is kept and nothing else is charged. If no cleaner can take your clean, you get the $40 back or another time.
Who's coming?
You'll see your cleaner's profile before the day: name, photo, rating and reviews.
Something was missed.
Tap Flag a spot in your Shine Report within 24 hours (48 with Shine Plus), and we'll come back to fix it, free.
Something was damaged.
Tell us within 24 hours, with a photo if you can.
How do tips work?
Optional. Whatever you choose goes 100% to your cleaner. It's charged after the clean, and never if the clean doesn't happen.
How do I cancel my plan?
Account › My plan › Cancel plan: one tap, any time. Unused cleans are refunded.
How do I block or report someone?
On their profile or in the chat, choose Block or Report. They aren't told who reported them.
How do I delete my account?
Account › Privacy › Delete my account, or see how to delete your account.
Cleaners
How do I join?
Download Bay Area Shine Crew, make your profile, and we'll review it.
When am I paid?
Weekly, for every job you've finished. Tips are 100% yours, on top.
Can I drop a job?
Yes, free up to 48 hours before. Closer than that, ask Bay Area Shine in the app.
Not safe at a home?
Use Need help, or leave. You never have to go back, and you can block the customer.
Payout or tax form questions?
Me › Earnings, or message Bay Area Shine.