How can we help?
Answers to the questions we hear most. For anything about a specific booking, the quickest place to start is the booking itself in the Swifli app. Still stuck? Email us.
Common questions
Booking, payment, and your account.
When is my card charged?
When you book, we place a hold on your card for the price you see, and nobody is offered the job until the hold goes through. It's charged once the job is done — when you confirm, or automatically 24 hours after your Neighbour marks it complete, unless you report a problem.
Is the price I see the price I pay?
Yes. The price shown before you book is the full amount we hold. Your Neighbour keeps their full rate; Swifli's booking fee and HST (where it applies) are shown before you book. Hourly services are booked in whole hours, and the final charge can never be more than the amount held.
How do I cancel a booking?
You can cancel free of charge any time before the job starts, right from the booking in the app. The hold on your card is released and nothing is charged. Once a job has started it can’t be cancelled — report a problem instead.
Something went wrong. What do I do?
Report a problem from the booking in the app — any time after your Neighbour marks the job done and before you confirm it, and up to 7 days after the job is completed. While a report is open, your payment stays on hold. Swifli's team reviews every report using the chat history, booking timeline and any photos, and decides on a refund, Swifli credit, or payment to the Neighbour.
What if nobody accepts my booking?
We keep offering it to ID-verified Neighbours nearby. If no one accepts in time, the booking is cancelled automatically and nothing is charged. The same goes for a Neighbour who never starts the job — once the start time passes, the booking is cancelled and you're not charged.
How do I know who is coming?
Every Neighbour verifies their government photo ID with a live selfie check before their first job, and Swifli reviews and approves their profile and each service they offer. You can also read reviews from people they’ve completed bookings with.
How do I become a Neighbour?
Download the Swifli app and turn on Neighbour mode from your Profile tab, then set up your profile and the services you offer. Joining is free. You’ll verify your ID with a live selfie, Swifli reviews your profile and services, and we’ll let you know as soon as you’re approved.
How do I download my data or delete my account?
In the Swifli app, go to Settings → Privacy. No longer have the app? Use our delete account page at swifli.co/delete-account. Neighbours see residents only as a first name and last initial, and we never sell your data — our privacy policy has the details.
Where is Swifli available?
Swifli is launching in the Greater Toronto Area and Durham Region. The app is on the App Store and Google Play.
Still need help?
Email help@swifli.co and our team will get back to you. If it's about a booking, include the date and service so we can find it. Want to delete your account or download your data? Use the delete account page.