Tl;dr - App is hard to understand, they'll charge you on everything, and do not give the customer any options/power to make the experience better.
Currently going back and forth with them over a $15 "change" fee because I requested a different person over the one they paired me with. After not pairing me with someone new (and keeping me with the person I was trying to avoid), I was told I cannot be refunded because they've already refunded me once on a fee.
That fee was when I tried to reschedule a booking to a later date and time in the same day, it created a whole new cycle of cleanings (so I had two bookings within hours of each other) and so I requested to cancel only minutes after realizing my mistake.
The app is hard to understand, many of the contractors are not responsive and it's hard to not be paired with them. The only way to do this is by giving them a poor rating (which is not fair to them).
Incredibly disappointed to also find out I was locked into a 6 month deal. It makes me want to go back to Molly Maid.
Edit: Was refunded the $15 fee.