Thank you for choosing HelloToby Cleaning Service. Kindly read the following to have a better understanding on our cleaning service.
1. General Question
- Booking Procedure
- Credit Card Payment
- Package Validity
- Additional Charge
- HelloToby Housekeeping Assistants
- Insurance
- Cancellation & Rescheduling
- Arrangement under Severe Weather
- Contact Us
2. Home Cleaning Service FAQ
3. Cooking Service FAQ
4. Nanny Service FAQ
5. Elderly Care Service FAQ
6. Laundry Service FAQ
- Service Provider
- Pick Time
- Cancellation & Rescheduling
- Minimum Charge
- Additional Charge
- Garment Damage
- Terms & Conditions
7. Formaldehyde Removal Service FAQ
- Service Provider
- Important Notices before/ after service
- Cancellation & Rescheduling
- After Service Follow Up
General Question：
What is the Booking Procedure？
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 cancelled.
About Credit Card Payment
When will the transaction be charged on my credit card?
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. In case of failed matching, the authorization will be cancelled.
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 visit： https://stripe.com/docs/security
Any expiry date for service package？
After purchasing the service, all service should be used before the expiry date, otherwise they will be considered forfeit.
- 1-time：within one month
- 3-time：within 3 month
- 12-time：within 6 month
- 24-time：within 12 month
Additional Charge
Is there any extra charge for services on Saturday or Sunday?
NO. The charge is united from Sunday to Saturday. However, the extra fee will be charged for peak hour/ period:
- Any time slot other than 9:00a.m. to 6p.m., there is an extra fee for $20 per hour.
- There is an extra charge on public holidays or during the Lunar New Year period, the system calculation shall prevail for actual charges according to www.hellotoby.com .
Is there any extra charge for remote area?
For remote area, $25-$200 transportation fee will be charged per service according to the calculated walking distance on Google Map.
- For the 15-29 minutes walking distance between service location and the MTR station, $25 transportation fee will be charged per service
- For the 30-44 minutes walking distance between service location and the MTR station, $40 transportation fee will be charged per service
- For the 45-59 minutes walking distance between service location and the MTR station, $60 transportation fee will be charged per service
- For the 60-69 minutes walking distance between service location and the MTR station, $60 transportation fee will be charged per service
- For the 70-90 minutes walking distance between service location and the MTR station, $130 transportation fee will be charged per service
- For the over 90 minutes walking distance between service location and the MTR station, at least $150 transportation fee will be charged per service
The system calculation shall prevail according to www.hellotoby.com .
About HelloToby Housekeeping Assistants
Is the service quality guaranteed?
All assistants on our platform have been screen out strictly from our internal tests. First of all, only candidates with over 2 years related experience, or related certificates will be invited for interviews. During the interview, the candidates will be reviewed for attitude, related knowledge and problem-solving skill test, etc. After the interview, every assistant will participate in service training programme to improve themselves.
Can I choose which housekeeping assistant 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 assistants on our platform have passed our internal tests and are qualified to work in Hong Kong. We will also assign our assistants 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 I change my housekeeping assistant?
All of our housekeeping assistants is service quality guaranteed. If they are not meet your requirements, kindly share more details on your case to us, we will handle it as soon as possible. Also, we will arrange another assistant for you to continue you service package.
Do I need to provide rest-time for housekeeping assistants?
According to “Occupational Safety and Health Ordinance (CAP 509)”, every employer must, so far as reasonably practicable, ensure the safety and health at work of all the employer’s employees. Also referring to “Labour Rest Time Guidelines” published by Hong Kong Labour Department, employers and employees should make suitable rest time arrangement during work. If employees work for 4 hours or more persistently per day, kindly provide at least 30 minutes meal or rest time for them; if employees work for 8 hours or more persistently per day, kindly provide at least 60 minutes meal or rest time for them.
What should I do if the cleaner damages or causes loss to my goods or equipment?
In order to prevent any potential theft or damages, please put away valuables, jewellery and fragile product to a space where the cleaner has no access to. If a cleaner damages or causes loss to your goods or equipment, in any one case, HelloToby will only compensate maximum up to HK$300.
Can I request for extra duties are not stated in your booking?
We are sorry to inform that our housekeeping assistants provide services according to your booking Details due to time limitation and service quality control. Therefore, our assistants may reject your extra duties requests. We suggest to specify all requirements in advance, and we will arrange them as possible. For safety, we do not recommend and may reject any dangerous duties, for example, working at height.
Insurance
Do your housekeeping assistants have insurance?
According to Section 40 of the Employees’ Compensation Ordinance, all employers (including contractors and subcontractors) are required to take out insurance policies to cover their liabilities both under the Ordinance and at common law for injuries at work in respect of all their employees, irrespective of the length of employment contract or working hours, full-time or part-time, permanent job or temporary employment. 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.
For more details about the insurance, kindly contact LPC Insurance Brokers Limited at 2965 1962.
Cancellation & Rescheduling
Can I cancel my booking after purchase?
You can cancel the booking but it will be subjected to the following cancellation policy:
Cancellation charges will be assessed as administrative fee based on when the cancellation notice is received 1 business day prior to the service date, an administrative fee of $80 will be charged. No refund will be approved when cancellation notices are received on the service date.
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 working days before service, and there will be an administrative fee of $50 per service modification.
Arrangement under Severe Weather
When the signal or warning of “Black Rainstorm” or “Tropical Cyclone Pre-No.8/ No. 8 or above” is issued, all services will be cancelled for safety reasons. Since our operation would be pause due to the severe weather, kindly contact our helpers directly for the arrangement of service.
If you would like to cancel the service, please discuss about the new service date with our helper and inform us for record and confirmation. You could also contact HelloToby for the service re-arrangement the business day after the cancelled service date.
If the signal or warning is issued during the service, please let our helper to finish the service and make sure our helper could leave the service location under a safe condition. If it is unsafe for our helpers to leave after work due to weather conditions, suspension of public transport services or other special conditions, please arrange a suitable and safe place for them to take shelter.
If i have an enquiry or feedback, how to contact HelloToby?
If you have any enquiry or feedback, kindly contact at 3703 3250 or email to prosupport@hellotoby.com, our office hours are from 9:30a.m. to 6:30p.m.
Home Cleaning Service FAQ：
Service Area
Regular Home Cleaning Service Area
Regular home cleaning service including: Bed room, living room, toilet, bathroom, kitchen, windows(not including exterior windows) and doors, furniture, floor mopping, changing bedspread, duvet cover and pillowcase, washing and ironing clothes (not including hand-washing clothes), etc. The cleaning of outdoor window, ceilings, chandeliers, rooftop, any non-accessible surfaces or any dangerous cleaning works are excluded. If there is any special requirement, please specify when making booking, or contact us at 3703 3250 in advance. We will arrange it as possible.
Post-Renovation/ Move-in/ Unfurnished Cleaning Service Area
Move-in in/ unfurnished cleaning service area including:
Whole house: Vacuum, sweeping the wall, sweeping and mopping floors, windows(not including exterior windows), doors, skirting
Kitchen: Floor and wall bricks, kitchen cabinet, sink, cooktop
Bathroom: Bathtub, sink, toilet, floor and wall bricks
Bedroom: Floor and wall bricks
*If there is any special requirement, please specify when making booking, or contact us at 3703 3250. We will arrange it as possible.
What is the difference between Home Cleaning, Post-Renovation Cleaning, Move-in Cleaning/ Unfurnished Cleaning/ Deep Cleaning service?
Normal new flats/apartments need different types of cleaning services before moving in. We suggest to follow the below cleaning order to optimise the cleaning quality:
1. Post-renovation cleaning
2. Formaldehyde Removal
3. Move-in cleaning
*The above cleaning order is subject to actual situation.
If your unit has been cleaned regularly (for example, at least 1 time per week), you may choose for (Regular) Home Cleaning Service; If you are going to move into a new house, clean before renting out or vacant possession, or you seldom clean your house (for example, the last cleaning is over two weeks ago), kindly purchase for Move-in/ Unfurnished/ Deep Cleaning service.
What information should I provide for cleaners before the post-renovation cleaning services?
In order to ensure the service quality, we suggest you to provide the following information:
- No. of furniture: cabinets (including wall cabinets, TV cabinets), beds, tables/desks, sofa, etc.
- Floor type: rug, wooden floor, bricks, marble, etc..
- Stain condition: dusts, sawdusts, small stone, tape, concrete stain, old and stubborn stains, oil stains, moulds. (if stain conditions is severe, the cleaning duration required may take longer.)
- Is the renovation finished? We cannot guarantee to finish the service within the service hours when other renovation/project is operating.
- Are renovation wastes being removed?
Can I request for cleaning windows in Home Cleaning Service?
According to “Occupational Safety and Health Ordinance”, cleaning the exterior of windows is not part of the helpers’ duties, especially that there is no window grille, or requires part of the helper’s body extends beyond the window ledge when cleaning windows. Therefore, our cleaners only clean windows inside, but not the outside.
Can I request for cleaning on hoods, stoves, exhaust fan or air-conditioner filters?
Cleaners could do the cleaning on the above items, however, any disassembling or installation is excluded. If you require cleaners to do cleaning for those items, kindly specify in your booking, and disassemble/ install them before the service.
Cleaning Tools & Supplies
Will the cleaner bring their own cleaning tools and supplies?
We recommend you to purchase and provide cleaning tools and supplies. Or Else, for regular/ Move-in/ Unfurnished/ Deep cleaning service, you will be charged for the cost of cleaning tools and supplies purchased by our housekeeping assistant, and $130 errand fee in order to compensate for the time spent for purchasing the supplies. All tools and supplies will be left for clients; For post-renovation cleaning service, you will be charged $100 extra fee for self-bringing cleaning tools and supplies by our housekeeping assistant. All tools and supplies will be carried away after the service
What cleaning tools & supplies should be prepared for cleaners?
The suggested list of tool & supplies for Home Cleaning：
Basic cleaning supplies: Blue SWIPE, Cif cream cleanser, bleach, dishwasher liquid, window/ glass washing liquid, multi purpose disinfectant cleaner, pine water (for paint dilution)
Basic tools ： bucket, towel, rag, blade, scouring sponge, steel wool, broom, mop, disposable toothbrush, disposable toilet brush, vacuum
*This is a suggested list, please prepare suitable tools & supplies depends on the actual situation
Are 3 hours enough for cleaning my home?
The cleaning time is affected by the size and how dirty the location and the service types, please refer to below for your reference.
*Cleaning hours needed will be affected by the actual situation, the above is only for reference. Please contact 3703 3250 if you have further questions.
Cooking Service FAQ：
Service Area
Cooking Service Area
Cooking service including: Food ingredients processing （*some ingredients may need to be pre-processed by clients, cooking, soap making, tidying and cleaning the used kitchen equipment.
* If you need our housekeeping assistants buy food ingredients or supplies for you, they need around 45-60 minutes to do so within the service time, please reserve enough service hours for it. In addition, clients need to pay for the cost of purchases made.
*Cooking service is not including: Dish washing and cleaning after having meals, tidying the table before meals, cooking lesson (cooking method teaching), festival foods & dishes (e.g. rice dumplings or Chinese new year puddings, etc )
Can I request for home cleaning service within the cooking service?
If you purchase a cooking service, our home assistant will only tidy up and clean used kitchen equipment during cooking. If you need the extra home cleaning service, please specify when booking and purchase for at least one more hour, let our assistant finish the work with sufficient time. Generally, our assistant will spend one hour for cleaning. If your size of location is large or dirty, it may affect the service result, kindly purchase for sufficient hours for cleaning after cooking service according to the actual situation.
Are 3 hours enough for cooking service?
Cooking time is affected by how many and how complicated of meals, you may refer to the suggested service hours below:
For 3 people or less: approximately 3 hours
For 4-9 people: approximately 4 hours
For 10 or more people: approximately 5 hours
*The suggested service hours are only apply for general meals cooking. For complicated or special meals, it may take more time. If you have any special requirements, please specify in your booking, or contact us at 3703 3250 in advance. We will arrange it as possible. *If you need our housekeeping assistants buy food ingredients or supplies for you, please reserve 45-60 minutes more for them to do so within the service time
What should do if food allergy?
We attach great importance to food safety. If you have a food allergy, please specify when booking or notify in advance. In addition, our housekeeping assistants will contact before services, kindly notify and remind our assistants again to make sure no ingredients which clients have allergy on will be used during cooking,
Are the personal chefs or part-time assistant certified?
Home chefs/ cooks or housekeeping assistant providing cooking service on our platform have years of home cooking experience, home-cooked dishes at your convenience.
Nanny Service FAQ：
Service Area
Nanny Service Area
Nanny service including：Looking after children at home, meal preparation for kids, assisting children bathing, accompanying children fun activities, school pick up & drop off. If there is any special requirement, please specify when making booking, or contact us at 3703 3250 in advance. We will arrange it as possible.
Can i request the nanny to provide cleaning service?
If you purchase a basic nanny service, our nanny is not assigned to provide additional service, for example, home cleaning and cooking service (for adults). We suggest you to purchase our All-inclusive Nanny, or Nanny +Cleaning Package for your needs. If you need the extra home cleaning service, please specify when booking and purchase for at least one more hour, let our assistant finish the work with sufficient time. Generally, our assistant will spend one hour for cleaning. If your size of location is large or dirty, it may affect the service result, kindly purchase for sufficient hours for cleaning after cooking service according to the actual situation.
Do I need to provide rest-time for nanny?
According to “Occupational Safety and Health Ordinance (CAP 509)”, every employer must, so far as reasonably practicable, ensure the safety and health at work of all the employer’s employees. Also referring to “Labour Rest Time Guidelines” published by Hong Kong Labour Department, employers and employees should make suitable rest time arrangement during work. If employees work for 4 hours or more persistently per day, kindly provide at least 30 minutes meal or rest time for them; if employees work for 8 hours or more persistently per day, kindly provide at least 60 minutes meal or rest time for them.
Elderly Care Service FAQ
Service Area
All elderly care service should be provided by licensed professional. There are two types of Elderly Care professional, they are PCW and HW:
PCW Service Area: Outpatient escort, accompany for daily activities, meal preparation, changing diapers, assist in bathing and toileting
HW Service Area: Outpatient escort, accompany for daily activities, meal preparation, changing diapers, assist in bathing and toileting, care of wounds, feeding, etc.
If you have any other service requests, please remark it in the order or call us at 3703 3250.
What information is needed to provide before/after the service matching?
In order to provide the most accurate matching service, or to let the service providers have a better understanding of the elderly/patient，please provide the following information:
- Gender
- Weight
- Does the service of lifting require?
- Does the service of bathing and/or toileting require? (If yes, please prepare a shower commode chair.)
- The mobility of the elderly/patient. (Please specify if assistance is needed. Eg. support with arms, using a wheelchair or a crutch)
- Clinical histories (eg. diabetes, stroke, heart diseases)
- If clinical accompany is required, please specify the transportation needed. ( Please be noted that client is responsible for the round-trip transportation fees.
- If meals preparation is required, please specify the specific requirements (if any), and/or ingredients/foods which need to avoid.
Can I request for home cleaning service within the elderly care service?
If you purchase an elderly care service, in order to ensure the safety of the elderly/patient, our service providers will not provide services of home cleaning, foods/ingredients/tools purchasing, nor meals preparation for other people. If you need extra home cleaning and/or cooking services, we suggest to make separate orders of home cleaning and/or cooking.
Do I need to provide rest-time for the service providers?
According to “Occupational Safety and Health Ordinance (CAP 509)”, every employer must, so far as reasonably practicable, ensure the safety and health at work of all the employer’s employees. Also referring to “Labour Rest Time Guidelines” published by Hong Kong Labour Department, employers and employees should make suitable rest time arrangement during work. If employees work for 4 hours or more persistently per day, kindly provide at least 30 minutes meal or rest time for them; if employees work for 8 hours or more persistently per day, kindly provide at least 60 minutes meal or rest time for them.
Laundry Service FAQ：
Is the laundry service provided by HelloToby?
The laundry service is provided by Sunshine Laundry Factory Co., Ltd. Please contact Sunshine's Customer service at 9225 8263 if there is anything related to service quality. For general enquires, please contact HelloToby customer service at 3703 3250.
Pick up and delivery time
Sunshine's staff will pick up your clothes at your preferable time-slot and confirm you the delivery time after picked up. Normally the delivery time will be in 3-7 business days after picked up.
Can I cancel or change the booking?
Kindly note that $80 administrative fee will be charged if you cancel the booking before picked up. $150 will be charged if the clothes have been picked already. And no cancellation is allowed if clothes already sent to washing machine. For changing the booking, please contact Sunshine customer service at 9225 8263 for details.
Is there any minimum charge?
The minimum charge is $300 (post-discount). If the booking is modified before the pick-up and delivery time and the amount is less than $300, the minimum charge will still be received. Otherwise, the booking will be cancelled.
Do I need to pay a delivery fee or any other fees?
The charge already includes laundry, pick up and delivery fee. The staff from Sunshine will inform you to pay the extra if there is any different from your booking with the actual no.of clothes after picked up. Please note there is minimum $300 fee.
What if there is any garment damage?
For the case of garment damage or lost, the highest compensation is the laundry service voucher that equals to 5 times of the damaged or lost object's value. The garment will be collected and disposed. If there is any valuables or objects leaving in the clothes, Sunshine ltd will not be responsible for.
Terms and Conditions
1. Sunshine will not be responsible for laundry bleeding, shrinking, fading, buttons falling off, beads coming loose, seam coming undone, or otherwise becoming altered or becoming worn out by the normal wash-and-dry laundry process.
2. Please check your items at the store carefully. Sunshine will not be held liable for item(s) once taken out of the store.
3. In the rare instance that your garment is lost or damaged, the maximum liability is five-times the laundry cost disregard of the value of the garment. The damaged garment will be returned to Sunshine for claim processing.
4. Sunshine will not be held responsible for valuable items left inside pockets or in the laundry bag.
5. For irresistible damages caused by insects, natural disasters, social riots, war, fire or accidents, Sunshine will not be held liable.
6. Sunshine has purchased insurance to cover liability up to five times the laundry cost. If extra insurance is required, the customer has to pay for the additional premium cost. The laundry cost might be increased at the discretion of Sunshine.
7. These Terms and Conditions of use are subject to change, update and/or revision (collectively "Change") by the company in its sole discretion at any time, without notice. Your use of this site after any such change constitutes your acknowledgement and acceptance of such change.
Formaldehyde Removal Service FAQ
Is the formaldehyde removal service provided by HelloToby?
The formaldehyde removal service is provided by Smart-Tech. Please contact Smart-Tech customer service at xxxx xxxx if there is anything related to service qualities. For general enquiries, please contact HelloToby customer service at 3703 3250.
Notices before/after the formaldehyde removal service
What do I need to prepare before the service?
We suggest to finish the post-renovation cleaning before removing formaldehyde. Moreover, please make sure that nothing is inside the furniture. Also, please ensure that the air-conditioner can function normally, as it needs to be turned on during the service.
Service Duration
The service can be finished within 1 day. However, the time of formaldehyde decomposition will subject to different products or plans. Generally, the best effect of formaldehyde decomposition will react after 15 days.
How long do I need to wait for moving in after the service?
We suggest to move into the flat/apartment after at least 36 hours of the service regardless which techniques.
Can I modify, reschedule, or cancel the service request after booking?
After submitting the service request, a HKD$500 administration fee will be charged if there is/are any changes made within 3 working days prior to the service date.
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