Thank you for choosing HelloToby Cleaning Service. Kindly read the following to have a better understand on our cleaning service.
What is the procedure for booking?
After completing the payment, you will receive a confirmation email. Meanwhile, we will start the matching process to find a cleaner for you. Upon successful matching, you will receive a booking success confirmation email. If no matching can be made yet, you will receive an email stating your unsuccessful application, while the authorized payment will be refunded to your account.
Are there any additional charges?
There will be extra charges if you would like us to purchase cleaning supplies on your behalf, you locate in remote areas, or you require our services during non-business/holiday hours. For remote areas, $25-$200 of transportation fee will be charged per service according to the calculated walking distance on Google Map.
All additional charges will be listed in the detailed payment forms, so you don't have to worry about any charges at the door as all payments are upfront.
Can I choose which pro to hire? Is their service quality guaranteed?
After you have selected your preferences, we will choose the best home cleaner based on the service date, venue and other requirements. All pros on our platform have passed our internal tests and are qualified to work in Hong Kong. We will also assign our pros based on reviews from past users: Those with better reviews will be prioritized and assigned first while those with bad reviews will not be assigned anymore.
Can pros help out with pest control?
Since our professionals are only trained for regular cleaning services, we recommend the client to search for professional pest control services.
Will the cleaner bring their own cleaning supplies?
We strongly recommend to purchase and provide cleaning supplies. Or else you will be responsible for paying back 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.
Detergents : Blue Viva, Jie Liang, Bleach water, Dishwashing Liquid
Tools: Water bucket, towels, rags, brooms, mops, stainless steel scrubber, blade scrapers, glass scrapers, sponges
Can I cancel the booking after purchasing?
You can cancel the l booking but it will be subjected to the following cancellation policy. Cancellation charges will be assessed as administrative fee based on when cancellation notices are received as follows:
For one time cleaning service:
- 5 or more days prior to service: 10% of total service fee will be charged
- 3 - 5 business days prior to service: 20% of total service fee will be charged
- 1 - 2 days prior to service: 50% of total service fee will be charged
- 24 hours prior to service: No refund (continuing with the service is suggested)
For cleaning packages:
- If you terminate any service session at least 1 business day (24 hours) prior, an administrative fee of $300 will be charged.
- If one of the cancellations is proposed within one working day (i.e. 24 hours), an administrative fee of $300 on top of the upcoming service fees will be charged altogether.
Can I modify my appointment after purchased?
You can modify the service time and date, but it will be subjected to the following terms. We only accept applications for modification 3 days before service, and there will be an adminatrative fee of $50 per service modification.
When will the transaction be charged on my credit card?
For one time cleaning service:
After confirmation of the booking, HelloToby will obtain your permission for a security deposit of the services within the first two weeks. The transaction will take place only after successful matching or 96 business hours after your booking, and charge the service fees in the upcoming week on every first business days of the week. In case of failed matching, the authorization will be canceled immediately.
For cleaning packages：
After confirmation of the booking, HelloToby will obtain your permission to retain the fee. The transaction will take place only after successful matching or 96 business hours after your booking, and charge the service fees in the upcoming week on every first business days of the week. In case of failed matching, the authorization will be canceled immediately.
Do your pros have insurance?
HelloToby has purchased a basic insurance plan for home service personnel. But since we are a platform matching jobs for service providers, we recommend you to purchase the insurance for pros according to the Employees' Compensation Ordinance. If you are planning to hire a maid after the purchase of labour insurance initially, as the insurance is still in effect, you won't need to purchase another even you have swapped another maid.
Is my credit card information secured?
The payment is authorized through PCI approved service provider Stripe, thus we abide by strict commercial security standards for payment processing. In collaboration with Stripe, we promise all provided credit card information will be kept secured. To learn about Stripe's security protocol, please go to： https://stripe.com/docs/security
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