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GENERAL FAQS
Am I Able To Cancel The Service If I Booked Wrongly?
Upon acceptance by the cleaner, you are able to cancel if you do so 24 hours or later before the booking. Such requirement doesn’t apply before any acceptance and you are free to modify your booking request.
Is There Any Agency Fee?
No, we do not have. Certain companies out there might promote themselves as offering a cheaper rate but at the same time asking for a ridiculously high agency fee. At HelpToClean, transparency to customers is of utmost importance to us.
How Many Cleaners Will You Be Sending Over?
At times, companies send 2 cleaners at once. However, at HelpToClean, we felt that hiring 2 cleaners or more at one time might end up lowering the efficiency and experience. Still, if requested, we are able to send more than one cleaner over.
Are There Any Minimum Hours?
The minimum hours for all cleanings will be 2.5 hours
Is There a Minimum Service Period To Enjoy The Regular Price?
The minimum number of Sessions for Bi-Weekly/Monthly Booked Services: 5. The minimum number of Sessions for Weekly Booked Services: 10. In the event of amendments to the frequency of a Regular Booking Requests, the minimum number of Sessions will remain unchanged in accordance to the initial frequency selected.
Are There Additional Charges For Evening Session?
No, we do not charge any extra fee for evening sessions.
Is There Any Weekend Surcharge?
Yes, but only at 1 RM per hour as compared to other house cleaning providers who asked for as much as 10 RM or more. This is because at HelpToClean, we understand that with the rising cost in Malaysia, every dollar counts. We have absorbed the remaining amount on behalf of our customers.
Is There Extra Surcharge For Public Holidays?
No, we do not charge any extra fee for public holidays.
What Should I Do If Helper Suggests Me To Hire Them Outside?
If in any circumstances that the helper suggests going around us, please report to us immediately. If you hire our helper directly, we will be unable to provide any support or customer service if there are any problems between you and the helper. Also, it is against our agreed terms and conditions to arrange for cleaning sessions outside the platform. Violating it might risk getting your account banned by us.
How Shall I Book For A Service?
You will first need to register as a member before selecting whether you need your house or office cleaned, and whether it is ad hoc or regular basis before entering the details of the place to be clean.
Why Am I Encouraged To Enter Alternative Date When Submitting a Job Request?
This is to increase the chance that the cleaner you preferred is able to service your place as they have other customers too.
Why Am I Not Allowed To Enter My Landline Number Instead Of Mobile Number?
This is to ensure that cleaners are able to contact you via both voice call and message.
I Would Like To Arrange A Clean For More Than One Property - How Can I Add Another Address To My HelpToClean Account?
You can simply submit 2 or more job requests, with each having different address.
CLEANING FAQS
What Is The Job Scope?
House Cleaning • Cleaning of Bedrooms • Cleaning of Living Room • Cleaning of all Bathrooms • Cleaning of Kitchen • Cleaning of Balcony (if applicable) • Others – Empty of Trash or Any Other Request As Agreed Upon With The Cleaner Office Cleaning • Emptying All The Office Wastepaper Basket • Vacuuming/Sweeping/Mopping The Office • Clearing And Cleaning The Pantry Area. • Cleaning The Grilles, Curtains, Windows, And Blinds • Cleaning The Toilet General Cleaning Of All The Rooms (i.e. dust and wipe desks, chairs, cabinets exterior, telephones, computers, office appliances, etc) • Cleaning the glass panels and door • Others - Any Other Request As Agreed Upon With The Cleaner
Is Cleaning Equipments Provided?
Customer must provide cleaners with basic cleaning equipment such as a vacuum cleaner / broom, mop, cleaning cloth, pails, cleaning detergent, pails and sponge. If you are still unsure of what to prepare, feel free to contact us.
Can I Request For The Same Cleaner Throughout My Time With HelpToClean?
Yes, if you are satisfied unless the frequency is for 7 days/week. Any changes to schedule will be based on a first-come, first-served basis.
Can I Extend The Cleaning Hours?
Yes. However, in the event that it will affect their next appointment, it might be difficult because the cleaners would already have the schedule set aside for them.
What Happens If My Cleaner Finish Earlier Than Booked Duration?
In such scenario, we will only charge based on the actual duration done.
I Really Liked My Cleaner after I had an Ad Hoc cleaning under him/her- How Can I Book Them Regularly?
You can submit a job request (regular cleaning) under the cleaner and wait for his/her acceptance.
RELIABILITY FAQS
Is The Cleaner Legal To Work?
Yes, all cleaners have their particulars checked and for foreigners, work permit has to be valid in order to work.
Is The Cleaner Reliable?
Yes, all cleaners goes through a stringent set of criteria before they are able to provide cleaning services on the platform. Likewise, we constantly monitor their performance and those with low ratings will be barred from accepting jobs.
SCHEDULE FAQS
I Happened To Be Busy On A Particular Date And Would Like To Make Changes To The Booking. What Shall I Do?
You can simply submit a change request for that particular session and the cleaner will either accept or reject by giving you an alternative date. Alternatively, you can submit a job request for a 1-time cleaning by another cleaner.
I have Submitted A Change Request To My Booking(s). How Do I Know Whether The Cleaner Is Able To Make It On My Proposed Date And Timing?
Upon sending a change request, the cleaner will either accept or rejects it. However, you are advised to contact the cleaner directly for a faster response.
Do I Have To Stick to The Same Day And Time For The Cleaning Session?
It will be fixed by default. Because the cleaner will usually have a fixed schedule to follow.
ASSIGNED CLEANER(S) FAQS
My Cleaner Is Going On Holiday - How Can I Arrange A Replacement?
You can either re-schedule to another date after discussing with the cleaner or request for a 1-time cleaner for the affected dates by simply clicking on the particular session(s) in your schedule page before you click on "Replace Cleaner".
How Do I Know If The Cleaner Is The Assigner Person?
All cleaners have their photos displayed on our platform.
Why Did A Different Person Turn Up For The Cleaning Without My Consent?
Please report the issue to us via the following methods: Livechat WhatsApp Email We will investigate before getting back to you on it.
My Cleaner Is Leaving HelpToClean - How Do I Get A Replacement Cleaner?
You are able to click on the “Replace Cleaner” button when you clicked into the bookings displayed in your calendar. Likewise, you can let us know about it and we will help you find someone who is equally or a even better cleaner :)
Can I Change The Frequency Of Cleaning?
Yes, you can change the frequency of the cleaning by clicking on "Change Frequency" after you clicked on "See Details" located under "My Posts". In the event that the cleaner is unable to accept your request, we will re-assign another cleaner for you.
PRIVACY/SAFETY FAQS
Will You Disclose My Particulars To The Cleaners?
To facilitate and improve your experience with HelpToClean, information like your name and address will be released to the cleaner. However, for information such as contact number, it will only be disclosed if you agree to share via ticking an option when submitting the job request.
Can I Leave My Keys With The Cleaner?
We recommend you to be around while the cleaning is in progress. Once you feel comfortable with the cleaner, it is at your own discretion to leave your house keys with him/her while you are away. Nevertheless, owners/employees are urged to keep valuable items away to prevent any misunderstandings.
Do I Have To Be Around During The Cleaning?
This is entirely up to you. However, we do recommend that you are there at least for the first booking. This allows you to meet your cleaner and to provide them with any special instructions regarding the cleaning. If you cannot be at home, please leave a note in your booking advising us of where the cleaner can locate the key. You can also text or call us to discuss the booking.
I Have Specific Requests For My Cleaning Session. How Can I Let The Service Provider Know?
Yes, everyone has different priorities and you are encouraged to discuss with the cleaner.
GEOGRAPHICAL FAQS
Do You Cover The Area That I Require Service?
Currently, we cover both Singapore and the entire Greater Kuala Lumpur (or Greater KL) area in Malaysia. This includes KUALA LUMPUR KLANG KAJANG SUBANG JAYA PETALING JAYA SELAYANG SHAH ALAM AMPANG JAYA PUTRAJAYA SEPANG
ACCOUNT FAQS
How Do I Create An Account?
You can simply create an account by clicking on the "Sign Up" button.
Unable To Login To My Account. What Shall I Do?
Please check if you have entered the correct details. If you have forgotten your password, you can simply click on "Reset Password". If not, kindly contact our Customer Service Team. Your account might be locked due to several reasons.
How Do I Change My Password?
Due to safety reason, you can only change your password by clicking on the "Forgot Your Password" at the login page.
I Forgot My Password. What Shall I Do?
You can simply click on "Forgot Your Password" at the login page. Upon doing so, an email will be sent to your registered email. Follow the instructions given to have it reset.
How Do I Delete My Account/Unsubscribe?
Kindly contact our Customer Service Team and they will process your request.
I Have Changed Mobile Number / Address. How To Update?
You can simply go to "My Profile" and click on the "Edit/Verify" button. However, do take note for any change of mobile number, you have to re-verify your account.
Have Changed Bank Account. How To Update?
You can simply go to "My Profile" and change your bank account information.
PAYMENT FAQS
Can I Pay By Cash?
Unfortunately no. All payments are to be made electronically.
What Type Of Payments Are Allowed?
Autopayment (E-Wallet), Credit Cards, PayPal, and Bank Transfer
Can I Change Mode Of Payment (E.G. From Manual To Auto)?
Yes, you are allowed to do so. To enable Auto-Payment, do take note that if you want to set up the autopayment function, you should transfer at least 30% of the remaining booked cleaning session's cost to your E-Wallet. This is to ensure that there is sufficient money to pay for the sessions. To disable Auto-Payment, kindly send a message to our Customer Service Team and we will be glad to assist you with your request.
When Am I Charged For The Service?
You will be charged after the cleaner confirms the duration done.
How Do I Know How Much Am I Charged For The Service?
You are able to see it on your "Transaction Tab" after the cleaner confirms the invoice. In the event that you require an official invoice from us, do let us know and we will send it to you via email.
How Do I Apply The Promo Code?
You are able to apply the promo code when you click on a particular session
SERVICE QUALITY FAQS
What Happens If The Cleaner Is Not Punctual / Did Not Turn Up?
Please report the issue to us via the following methods: Livechat WhatsApp Email We will investigate before getting back to you on it.
Am I Able To Change Cleaner In The Event That I’m Unhappy With The Service?
Absolutely. You can do so by clicking on the “replace cleaner” button
My Cleaner Is Not Meeting My Expectations - What Should I Do?
It would be good to set out your expectations with the cleaner before the first cleaning session. They might be unfamiliar when they first go to your place. However, if they do not meet your expectations, you can replace them by clicking on the “Replace Cleaner” button.
What Happens If There Is Any Item Breakage?
Cleaners from HelpToClean are always careful in handling things, especially fragile objects. But in any unfortunate events of any breakage by our cleaners, HelpToClean will assist you in getting compensation. This, however, excludes any items that are due to wear and tear.
How To Report If Items Are Missing After Cleaning Service?
Even though our cleaners are trustworthy, all of your valuable items should be kept to avoid any misunderstanding while there is house/office cleaning. If something goes missing, please inform us immediately, and we will assist you in getting help from the police to investigate the cleaner.
DISPUTE FAQS
Why Am I Charged Again When I Have Already Paid Cash To The Cleaner?
Please report the issue to us via the following methods: Livechat WhatsApp Email We will investigate before getting back to you on it.
I Did Not Have Cleaning On A Particular Date But Still Got Charged. What Should I Do?
Please report the issue to us via the following methods: Livechat WhatsApp Email We will investigate before getting back to you on it.
Duration Confirmed Is Incorrect. What Should I Do?
Please report the issue to us via the following methods: Livechat WhatsApp Email We will investigate before getting back to you on it.
CANCELLATION FAQs
How Early Should I Inform In The Event That I Couldn’t Have Cleaning Session?
As slots are reserved for you by the cleaner, you are required to inform at least 24 hours in advance. However, we understand last-minute events might happen at times. As long as the cleaner is okay with it, we are more than happy to waive it off.
Why Am I Charged A Cancellation Fee?
Cancelling or making amendments to an event less than 24 hours before the session. Termination of a Recurring Booking Request prior to fulfilment of the minimum number of Events will result in an Early Termination Fee
I Do Not Need Cleaning Services Anymore. How Can I Cancel Future Bookings?
You can simply cancel all future sessions by clicking on the cancel button when you clicked into "See Details" located in "My Post".
HELPTOCLEAN GUARANTEE FAQS
What Is "HelpToClean Guarantee"?
HelpToClean guarantees 100% customer satisfaction. If you are not satisfied in any areas done by the cleaner, let us know within 24 hours and we will provide you with a coupon which you can use to offset part of the booking fee for future cleaning sessions*. *Subject to Terms & Conditions
Is There Any Time Frame That I Must Report To HelpToClean In Order To Be Eligible Under The “HelpToClean Guarantee”?
Within 24 hours.
REFERRAL FAQS
How Do I Refer A Friend To Use HelpToClean?
Upon logging in, you can enter your friend's email address located at the bottom of the page (Invite Your Friends).
Where Can I Find My Referral Code?
The Referral Code will be sent to you via email.
FEEDBACK FAQS
How Do I Give Feedback On The HelpToClean Service, Team Or Booking Experience?
After every cleaning session, you are encouraged to provide feedback on your experience with us. You can do so by either writing to us or leaving a review on our social media page :)
How Can I Leave Feedback For My Cleaner?
After every cleaning session, you are encouraged to provide a review for your cleaner. You can simply do so by clicking on the "Awaiting Review" tab located inside "My Schedule".
Malaysia
Singapore
Malaysia
Singapore
