Things to Note after Booking your Cleaning Service

Thank you for purchasing home cleaning service(s) from Toby Life. Please pay attention to the following service details to perfect your experience.

1) Things to Note after Booking our Cleaning Services

A)  Await phone call confirmation by the cleaner

The cleaner may call you through the phone to confirm the service one or two days prior. The cleaner will confirm the following details with you:
1. Service date, time and address
2. Service plan

If you have additional cleaning requests in addition to those outlined in the online booking form, please voice out as soon as possible to the cleaner in order to make arrangements.

B)  Unexpected Events

Please note the following factors may affect your service.
i) The health condition of the cleaner

If the cleaner cannot provide the service on time because she has fallen ill before service time, such as having back pains, she shall notify you immediately and discuss a suitable rearrangement for both parties.

ii) Extreme weather condition

If the cleaner would not be able to provide the service due to the hoisting of Black Rainstorm Warning, she shall call you to discuss a suitable rearrangement for both parties.

2) Things to Note before the Cleaner visits

Please pay attention to the following before the cleaner visits:

A)   Phone call made by the cleaner

The cleaner will arrive earlier before the service period. Please pay attention to any phone calls before their arrival (to avoid any delay in service), since they may call to ask for directions to your home.

B)   Welcoming the Cleaner on time

Please kindly pay attention to the door bell or phone's notification to ensure that you can open the door for our service providers. If customers failed to open the door on time, our service providers will wait nearby for 45mins. If customers still failed to open the door for the service, the service providers have the right the leave and terminate the services. If customers arrived, the service providers will continue serve for you according to the original time slots. No refund or rescheduling would be accepted for the above situations. For any service modification, please kindly contact us at 3703 3250 in at least 1 business day (within office hours) before the service.

C)   Cleaning related matters

Before the start of service, you may also do the following items:

i)  Be Aware of the Desired Focused Cleaning Area

Think about the area of interest for the cleaning, usually areas with more grease such as the kitchen. This way you will be ready to tell the maid your needs upon arrival.

ii)  Check the Cleaning Supplies

Before the cleaning service, please check if you have all the necessary cleaning supplies. If there is only limited amount of detergent left, we recommend you to prepare a new one as reserve. You can also place the cleaning supplies in bucket for the sake of convenience.

iii)  Disposal of unnecessary items

If there is a large amount of unnecessary items at your home, please discard them first to make the cleaning easier for the cleaner. Disposal of a huge amount of unnecessary items is also not included in our service.

iv)  Separate sharp objects out

If the garbage to be disposed of contains any sharp objects or fragments (e.g. broken glass, tiles or blades), please take them out to avoid injuries to anybody.

D)  Purchasing cleaning supplies

i)  Cleaning supplies

We strongly recommend to purchase and provide cleaning supplies. Otherwise you will be responsible to pay for the purchases made by our housekeeping assistant, and an additional hour will be enforced on top of the total cleaning time in order to compensate for the time spent purchasing the supplies.

• Tools: Water bucket, towels, rags, brooms, mops, stainless steel scrubber, blade scrapers, glass scrapers, sponges
• Detergents: Blue Viva, Jie Liang, Bleach water, Dishwashing Liquid

ii)  Grocery shopping

This is an optional service scope of our housekeeping assistant. Normally they will take at least 30 - 45 minutes to do the necessary grocery shopping and you will be responsible to pay for the expenses.

iii)  Purchasing daily items

This is an optional service scope of our housekeeping assistant. Normally they will take at least 30 - 45 minutes to do the necessary grocery shopping and you will be responsible to pay for the expenses.

**The cleaners will be keeping a receipt after purchasing. Should you need the maid to purchase items on your behalf, please prepare sufficient amount of cash (to pay her) on the day of service.

3）Things to Note after the Cleaner's Arrival

A)   Location for placing/storing the cleaner's personal belongings   

During the cleaning service, the cleaner may have to place their personal items such as bags or water bottles in your home temporarily during their time of stay. Please prepare a spot/an area for the cleaner to put their personal belongings. Besides, the cleaner may also need to change into uniform or the service before starting the service.

B)   Preparing cleaning supplies in advance

Upon the cleaner's arrival, she will ask you for the cleaning supplies. You should prepare the supplies in advance in order to save time searching for the supplies.

C)   Reminders before Cleaning

i)  General cleaning service

If you have additional cleaning needs, please tell the cleaner as soon as you can and inform them the priorities of tasks. Otherwise the home assistant will proceed with the cleaning order as below.

Cleaning order: Kitchen → Living room → Bedroom → Washroom

If it is not needed to clean any room (such as the master/main room), please inform the cleaner in advance, so that the cleaner will not enter the room unintentionally. 

General cleaning service includes：

• Kitchen: Cleaning of stove tops, fridge and shelve surface, exterior of stove hood (Disassembling excluded), stains on wall tiles, kitchen doors; Mopping and sweeping; Change of garbage bags
• Living Room: Cleaning of desks and shelves surfaces, surface of furniture and sofa, Wiping the interiors of the window; Sweeping and mopping; Change of garbage bags
• Bedroom: Wiping the interior of the windows and windowsills; Change of bed sheets, pillow cases, duvet covers; Cleaning desks and shelves surfaces; Wiping the doors of the bedroom; Mopping and sweeping; Change of garbage bags
• Washroom: Cleaning bath tub, shower stall and toilet bowl; Wiping mirrors and organize desk; Cleaning sink and faucet; Wiping doors and wall stains; Mopping and sweeping; Change of garbage bags
• Washing clothes (Machine washing only; please tell the cleaner as early as possible)

ii) Non-general cleaning service

Additional items which can be requested (We suggest adding one hour of service depending on your home condition. Please obtain the consent of the cleaner first.)

• Grocery shopping and meal preparation
• Washing (Handwashing) and ironing clothes 
• Cleaning of stubborn stains
• Cleaning of high windows (Please provide ladder/ steps)

Service/Items not included

• Wiping the exteriors of windows
• Lifting or Carrying objects
• Scrubbing a floor

D) Reminders during Cleaning

i)  Minimal disturbance to the maid

Please avoid talking to the maid during her cleaning, as this may hinder the cleaner progress.

ii)  Putting away Valuable Items

Please put away any valuable items before the maid's arrival so that they won't be misplaced or disposed by accident during cleaning.

iii)  Leaving your house temporarily

If you will need to leave your house temporarily during cleaning, you may assign instructions to the maid and leave your keys with them, and also tell them where to place the key when they finish cleaning.

iv)  Using of Electronic Appliances

If the electrical appliance to be used by the cleaners is difficult to operate (e.g. Rainbow Vacuum Cleaner), the maid may not be familiar with the operations. Hence, please provide a simple demonstration to them to be safe.

4) Things to Note after Cleaning

A)   Checking of the Cleaned Areas

After providing the cleaning service, the cleaner will ask you to check for quality of completed work tasks. Please carefully inspect the cleaning done by the maid.

Should you have any questions, please address the issue to the cleaner or HelloToby customer service immediately. In case of any problems found after the maid has left (such as damage of home appliances), any complaints will not be accepted.

B)   Rating the service

After each cleaning service, we will invite you to rate for the maid's service. Your rating is very important for us to maintain the service quality and bonus pay for the maid. You may rate the service according to the following four criteria, ratings are out of 5 stars.

i) Punctuality: Did the maid arrive punctually? Did she leave early?

ii) Level of job completion/Work completion: Has she cleaned all the areas requested by the customers?

iii) Work/Service attitude: Was she professional and courteous when communicating with the customers?

iv) Cleanliness: Is the house cleaner than before the service in general? If there was any problem on grease or messy environment, has it been solved?