Some frequently asked questions about sending cleaner payments are answered here.
This article may be constantly updated.
If your question is not answered here or your issue involves something more specific due to a particular scenario, don't hesitate to contact us through the live chat or email at [email protected].
What are the fees for sending payments to cleaners?
We charge a fee to cover payment processing costs when you pay cleaners through the Turno app. If you pay your existing cleaners (not found through Turno) with a credit or debit card, there’s a 3.9% fee (minimum $1.50) per payment in the U.S. and Canada. If you pay by bank account, the fee is 1.5% per payment.
Other countries have different fees, which are displayed in your account.
To send payments to cleaners you met through Turno's marketplace, there is a 5% fee per transaction if you use a bank account (ACH) to pay the cleaners. If you use a credit card to pay them, the fee is 8% (3% card processing fee) per transaction.
Are cleaners paid manually or automatically?
Cleaners you added by invite can be paid either manually or automatically, or outside of the app - it's your choice and you can set this option under "Payments" > "Auto payments". Auto payments to invited cleaners come disabled by default. ✅
Auto payments are mandatory for marketplace cleaners, and cannot be disabled. However, even though marketplace cleaners are always paid automatically for projects they complete, there is still an option to make additional manual payments to them.
In case you need to pay them extra for errands, for example, you can send them manual payments on this page.
For more information on how to send a manual payment through Turno, see this guide:
Why am I being charged for a project that hasn't happened yet?
We authorize payments up to one day in advance of a project to make sure your payment method is working. The payment only goes through when the cleaner marks the respective project as completed. If the project is deleted or if the cleaner is removed from it, the authorization will also be canceled.
📘 An authorization is not a charge yet. At this point, funds have not been sent to the cleaner and are only being reserved for when the project is marked as completed.
For more information about authorizations, check out this guide:
How can I add a bank account to pay my cleaners?
You can add an account to use ACH bank debit to pay your cleaners. To do so, go to "Payments" > "Payment Settings" > "Bank accounts" and click on "New bank account".
We use Plaid to verify banking information for ACH payments. However, some banks cannot be added through the Plaid integration. If your bank is not supported, please contact our Customer Support so we can assist you with adding an ACH. 👍
I just added an ACH as my main payment method, can I remove my card?
Your credit card will be used as a back up payment method in case an ACH payment declines. So it's not possible to remove all cards from your account if you have marketplace cleaners.
We'll only charge your backup card if an ACH payment fails. ❌
How can I change my teammate's price?
Teammate' rates are set per property. To change their price, access your property's settings. Go to your Properties page, click the name of the property you wish to change the teammate's rate for, and go to the Teammates tab where you can change their price. You can also do it on your My Team page.
For additional help, see the following article:
My cleaner says they're not getting paid, but I sent them a payment, what can I do?
Payments take 2 to 5 business days to arrive to the cleaner's bank account if the payment method used is a credit/debit card, and 7 business days if it's an ACH.
On occasion, the first payment may take a day longer or two, as our payments processor, Stripe, verifies their account.
Cleaners can access their Payouts page, or log in to their Stripe account to see an ETA of their payouts. 💵
This article from our Help Center has more information that may clarify receiving payments (for cleaners):
If everything seems to be fine but they're still not getting paid, take a look at your Payment History tab on the Payments Settings page - it is possible that there is something wrong with your payment method, in which case your payments' status will show as "Declined". Reach out to us in case you need help figuring out the issue.
Here is more information on payment statuses:
My cleaner says I may not have set their price. What should I do?
It is important to set your cleaner's price when automatic payments are switched on for your non-marketplace cleaners (when you added the cleaner by invite).
To set a price for the cleaner, go to your "Properties" page, click the name of the property where your cleaner is enabled, go to the "Teammates" tab, and set their price per project or per hour. Prices are set per property, so if your cleaner is added to more than one property, it's necessary to set their price on each of them individually.
You may also want to access your "Auto Payments" page to check if automatic payments are enabled for the cleaner in question, in case you wish to pay them automatically.
Note about enabling automatic payments: this option only works going forward. So once you enable it, payments for projects your cleaners have already completed will not trigger. We recommend you make manual payments or pay your cleaner outside of the app for past projects.
📚 Read more
