Toby Home Service FAQ & T&C

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

• Service Area
• Cleaning Tools & Supplies
• Service Hours Calculation

3. Cooking Service FAQ

• Service Area
• Service Hours Calculation
• Special Food Ingredients Requirement
• Service Quality

4. Nanny Service FAQ

• Service Area
• Break Time

5. Elderly Care Service FAQ

• Service Area
• Break Time

6. Office Cleaning Service FAQ

• Service Ares
• Cleaning Tools & Suppliers
• Service Hours Calculation
• Monthly Plan

 7. Formaldehyde Removal Service FAQ

• Service Provider
• Important Notices before/ after service
• Cancellation & Rescheduling
• After Service Follow Up

8. Laundry Service FAQ

• Service Provider
• Pick Time
• Cancellation & Rescheduling
• Minimum Charge
• Additional Charge
• Garment Damage
• Terms & Conditions

9. Refund Policy

 

General Question：

What is the Booking Procedure？

After you pay, you will receive a confirmation email letting us know that your appointment has been turned in. We will then begin matching you with service personnel. When you are successfully matched, you will receive an SMS and email notification informing you of your successful appointment and the service personnel's information. We'll contact you if the matching is unsuccessful to discuss further arrangements. We can reschedule and attempt matching again or provide a full refund to the account from which you made the payment.

So, as you know, placing an order does not guarantee successful service matching. We will try to match you with service personnel after we receive your order if that's okay with you. If matching is unsuccessful, we will contact you after 4:00 PM the day before the service to discuss further arrangements.

 

About Credit Card Payment

When will the transaction be charged to my credit card?

After you confirm your order, Toby will obtain authorization to reserve the funds. The actual deduction will only take place after the order is confirmed or after 96 business hours. If the order matching fails, this authorization will be canceled immediately.

 

Is my credit card information secured?

Toby's payment process is facilitated by a PCI-certified Level 1 service provider, Stripe, which implements payment protection measures according to industry standards. Through our partnership with Stripe, we ensure that all sensitive credit card data is handled in the most secure manner. For more information about Stripe's security guidelines, please visit  https://stripe.com/docs/security

To use our services, you must access Stripe (the third-party payment gateway) and provide your data to Stripe for payment.

The terms mentioned are not owned or controlled by our company. We have not authorized or requested Stripe to collect any personal data from you, so we are not responsible for any disclosure of your personal data resulting from using Stripe. If you have any inquiries or concerns regarding their privacy policy, please contact Stripe directly.

 

Any expiry date for the 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 months
• 6-time： within 4 months
• 12-time： within 6 months
• 24-time： within 12 months

 

Additional Charge

Is there any extra charge for services on Saturday or Sunday?

Will there be additional charges for booking services on Saturdays and Sundays?

Our services are charged uniformly from Monday to Saturday. We only impose additional charges under the following circumstances:

1. 1. For services required outside the hours of 9:00 AM to 6:00 PM, an extra fee of HK$20 per hour will be charged during peak hours.
2. An additional HK$5 per hour will be charged for Sunday services.
3.  An additional fee of HK$30 will be charged for each service on public holidays.
4. The month before and the two weeks after the Lunar New Year will be considered as the Spring Cleaning period, during which additional fees will be charged. The fees vary each year and will be based on the prices listed on hellotoby.com.

Are there additional charges for requesting a specific service provider?

If you request a specific service provider, an additional fee of HK$5 per hour will be charged. If the requested service provider is a premium service provider, an additional fee of HK$30 per hour will be charged.

We live quite far away, will there be additional charges?

Additional transportation fees will be charged for remote areas based on Google walking distance calculations. The fees range from $25 to $225 per service.

• - If the service location is a 15 to 29-minute walk from the nearest subway station, a transportation fee of HK$25 will be charged.
  - If the service location is a 30 to 44-minute walk from the nearest subway station, a transportation fee of HK$40 will be charged.
  - If the service location is a 45 to 59-minute walk from the nearest subway station, a transportation fee of HK$60 will be charged.
  - If the service location is a 60 to 69-minute walk from the nearest subway station, a transportation fee of HK$100 will be charged.
  - If the service location is a 70 to 90-minute walk from the nearest subway station, a transportation fee of HK$130 will be charged.
  - If the service location is a 90-minute walk or more from the nearest subway station, a transportation fee of at least HK$150 will be charged.

Additionally, an extra transportation subsidy fee of $25 will be charged for certain areas, including Mid-Levels, Shek O, Pok Fu Lam, Ap Lei Chau, Stanley, Repulse Bay, Deep Water Bay, Happy Valley, Ma Wan, Peng Chau, Cheung Chau, Lamma Island, Tai O, Discovery Bay, Sha Tau Kok, Tap Mun, Sai Kung, etc. Prices vary by area, and each area has different weekend rates. The platform also adjusts fees periodically based on various factors. The actual fees will be based on the prices listed on www.hellotoby.com.

 

 

What to do if the helper could not finish the tasks during the service? (extra hour)

The household assistant is responsible for and will try to complete the tasks within the specified time frame as outlined above. However, given the varying conditions of different households, the platform cannot guarantee that the household assistant can complete all tasks or instructions within the designated time frame.

If, on the day of service, the household assistant cannot complete all tasks within the purchased service hours due to an excessive workload, customers can inquire about overtime service directly with the assistant. Overtime fees for household cleaning (excluding post-renovation cleaning), cooking at home, babysitting, eldercare, etc., start from $150 per hour (per household assistant). For post-renovation cleaning services, overtime fees start from $160 per hour (per household assistant). Overtime fees are paid directly to the household assistant in cash during service.

If overtime work exceeds 15 minutes, it will be rounded up to the nearest hour for billing purposes. The additional hourly charge is calculated based on the average hourly rate of the service provided.

Just so you know, prices may vary depending on different periods or holidays, and all adjustments are at Toby's discretion. If you have any questions, please get in touch with us at 3703-3250.

 

About HelloToby Housekeeping Assistants

Is the service quality guaranteed?

Our service personnel undergo rigorous screening. They must have a minimum of two years of relevant experience or possess certification before being invited for a one-on-one interview. During the interview, they undergo attitude tests, coping skills tests, and industry knowledge tests, among others. After passing the interview, each service personnel periodically attends service training courses to enhance their skills.

Can I choose my service personnel? Is there a confidence guarantee for service personnel?

After you make a booking, we will select the best service personnel for you based on your service date, location, and requirements. All service personnel on the platform hold a Hong Kong ID and have passed skills certification and experience verification. We also assign service personnel based on past customer ratings, with highly rated service personnel prioritized. Service personnel with poor ratings will not be allowed to provide customer services.

Can I change my service personnel?

While our service personnel are guaranteed in terms of service quality, if you feel that a service personnel still needs to meet your requirements after the service, please inform us immediately. We will quickly follow up and arrange another service personnel for your next service. Users agree to treat service providers politely and legally, providing a safe and appropriate working environment. Users agree to comply with all applicable laws and regulations and cooperate reasonably with service providers to deliver services. Users agree to convey complaints to the platform rather than the service provider. Users agree to abide by our terms of use posted on the website. Users must accept that the service provider successfully matched may be absent due to illness or vacation.

If users choose to hire service providers or those they recommend privately, Toby will not provide any assistance for any problems arising during work thereafter.

 

Do I need to provide rest-time for housekeeping assistants?

According to “The Occupational Safety and Health Ordinance (CAP 509)”, every employer must, so far as reasonably practicable, ensure the safety and health of all the employer’s employees. Also, referring to the “Labour Rest Time Guidelines” published by the Hong Kong Labour Department, employers and employees should make suitable rest time arrangements during work. If employees work for 4 hours or more persistently per day, kindly provide at least 30 minutes meal or rest time; if employees work for 8 hours or more persistently, kindly provide at least 60 minutes meal or rest time.

 

What should I do if the cleaner damages or causes loss to my goods or equipment?

Please secure valuable and fragile items before the service personnel arrive to prevent accidents. If you find any items damaged due to the negligence of the service personnel provided by our company during their work, we will only compensate up to a maximum of HK$300. If you agree, any claims must be made within 48 hours; otherwise, they will not be accepted. Each service under package deals must be applied for separately.

Customers can request that the outer casing and dust filter of air conditioners be cleaned. However, customers need to remove and install them themselves, as service personnel will not do so to prevent damage. If a professional air conditioner cleaning service is required, it can be purchased separately on the website or mobile app.

 

Can I request additional services from the service personnel on the day of service that are not included in the order?

Unfortunately, due to limited service time and to ensure service quality, service personnel will only provide services based on the requirements listed on your order. Therefore, service personnel have the right to refuse additional service requests. We recommend that you specify all service requirements when placing your order so that service personnel can properly arrange the service process for the day.

Additionally, to ensure the safety and occupational health of service personnel, they also have the right to refuse dangerous or harmful tasks, such as cleaning high areas (where hands cannot reach), cleaning floors without any supporting tools, cleaning exterior windows, etc.

 

Complaint Validity Period:

If you are dissatisfied after the service is completed, please immediately raise it with the service provider and contact Toby by phone or email with the details. If no dissatisfaction is reported before the service provider leaves, you will be deemed to have accepted the service.

If you suspect the service provider of stealing your belongings during the service, we recommend that you immediately report it to the police and contact Toby for assistance. If you confirm that the service provider has stolen your belongings, please email (prosupport@hellotoby.com) within 48 hours to report and file a compensation claim, with a maximum compensation limit of HK$300. If you fail to file a claim within 48 hours, no claims will be accepted. Each service for recurring tasks must be applied separately.

After the service is completed, if you are dissatisfied, please contact Toby by phone and email (prosupport@hellotoby.com) within 48 hours, and we will follow up on the case.

 

Exceptional Circumstances of Customers:

If a customer exhibits any of the following reasons, causing losses to the platform or service personnel, the platform reserves the right to pursue or freeze their account:

• Engaging in violent behavior or misconduct.
•  Service personnel are unable to contact the customer on the day of service (3 times or more).
•  Failure to pay additional service fees.
• Filing false complaints (complaints that do not correspond to the facts).
• Repeatedly placing orders or abusing the order function, leading to continuous refund loops.
•  Harassing service personnel or customer service personnel.

 

Insurance

Do your housekeeping assistants have insurance?

We are just a platform for matching service providers, and service personnel accept work as independent contractors. According to Section 40 of the Employees' Compensation Ordinance, all employers (including headmen, foremen, etc.) must purchase employees' compensation insurance to bear the legal responsibilities of employers under the Employees' Compensation Ordinance and common law. Otherwise, they may not employ employees to perform any work, regardless of the length of their contracts, working hours, full-time or part-time status, or whether they are permanent or temporary workers. To protect you and the service personnel, we recommend purchasing insurance for the service personnel following the Employees' Compensation Ordinance. If you intend to hire hourly after purchasing employees' compensation insurance, the same policy will continue to be effective even if you change service personnel, and there is no need to purchase another policy.

Please call 2827 1883 to inquire with China Ping An Insurance Brokers Limited for more details if needed.

 

Package Service

You can pre-arrange the appointment dates for each service within the service period.

If you still need to specify dates, the platform will automatically schedule them for future dates based on the service cycle you choose. The platform cannot guarantee that the same service provider will be available for each appointment.

If a customer is dissatisfied with the service provider's performance, they can call 37033250 or email prosupport@hellotoby.com at least 48 hours before the next service starts to request a "change of service provider." We will try our best to arrange a new service provider for you.

We will try our best to accommodate your requests for household assistants. However, we cannot guarantee but will prioritize assigning the same household assistant for each package service whenever possible.

What if the cleaning service cannot be carried out as scheduled due to busy schedules or personal matters?

If you have an unexpected event and are unavailable, you can choose to "change the service time."

 

**Scenario 1: If your package is once a week

The new date must be within one week of the originally scheduled service date. For example, if your original service date is August 1st, you can only reschedule the service to August 1st to August 7th. If you want to change it to August 8th, a week after the original service, please submit a rescheduling request (this request will limit the number of uses). This change will not affect the timing of the next service. For example, if you reschedule the service from August 1st to August 2nd, your next service will still be August 8th.

 

**Scenario 2: If your package is once every two weeks

The new date must be within two weeks of the originally scheduled service date. For example, if your original service date is November 1st, you can only reschedule the service from November 1st to November 14th. If you want to change it to November 15th, two weeks after the original service, please submit a rescheduling request (this feature will limit the number of uses). This change will not affect the timing of the next service. For example, if you reschedule the service from November 1st to November 2nd, your next service will still be November 15th.

 

**Regarding rescheduling requests, please call 3703 3250 or email prosupport@hellotoby.com. such requests cannot be made on the same day but must be made at least 24 hours before the service. Same-day services are recommended to proceed; otherwise, they will be considered as used services, and no refunds or changes will be allowed.

We understand that customers' schedules may change daily, but canceling the order after the household assistant accepts the package (before or after the package starts) will result in the assistant losing the pre-arranged time and valuable work. Therefore, canceling the package for any reason before the required number of services has been completed is not allowed, and a cancellation fee of $100 will be charged.

Once a service provider is successfully hired, the customer has successfully purchased our package service. Afterward, regardless of the reason, if the customer needs to terminate the package, the company will charge a $100 fee as an administrative fee.

After successfully hiring a service provider, if a customer needs to change the service date and time or cancel a single-day service, they must call 37033250 or email prosupport@hellotoby.com at least 48 hours before the start of the service. If submitted within 24 hours, the company will charge the full-service fee for that day (canceling a single-day service: the company will also deduct the total service hours from the repeat service). If the fee has been paid, no refund will be provided.

The package is only valid for the address registered at the time of service purchase, and we reserve the right to refuse customer service requests at any other address.

If the service provider agrees to a time change, the company will not charge any administrative fees.

 

Cancellation & Rescheduling

Can I cancel or make changes to my booking after purchase?

Yes, please submit the cancellation or rescheduling requests at least 1-3 working days within office hours (depending on service types) in advance. Moreover, we will charge you the administration fees according to the terms of each service. If cancellation or rescheduling requests were made on the service date or after office hours the day before, no refund or rescheduling would be accepted. The administration fees of each service are as below:

 

Cancellation and Reschedule Policy

Cancellation Policy
Applicable to all household services (excluding office cleaning and postpartum care):
1. Cancellation requested at least 24 hours before the service usage time: You will only need to pay an administrative fee of $100, and the refund of the remaining service balance will be processed within 7-14 working days.
2. No refund will be provided for cancellations requested on the day of service. We recommend allowing the service provider to proceed with the service.

Office Cleaning and Postpartum Care Services:
1. For office cleaning monthly plan customers: To cancel the monthly plan or terminate the contract in advance, you must notify us one month in advance before the start of the plan or the next month's service and pay all additional fees (if any). A $100 cancellation administrative fee will be charged following the cancellation terms.
2. For postpartum care services: Fee details are based on the service contract.

 

Reschedule Policy
Applicable to all household services (excluding office cleaning and postpartum care):
Unmatched Orders:
You can request changes at least 24 hours before the service starts, and we will reschedule and rematch for you.
If the service provider cannot be successfully matched and a change request is made before the service usage time, you can change the service date and time for free.

 

Matched Orders:
1. Change requests are only accepted at least 24 hours before the service usage time, and a $50 administrative fee will be charged for each change made during each service.
2. Change requests made on the day of service will not be accepted. We recommend allowing the service provider to proceed with the service.

 

Office Cleaning and Postpartum Care Services:
1. For office cleaning monthly plan customers: Change requests accepted at least 24 hours before the service usage time or during office hours will incur a $50 administrative fee for each change made during each service.
2. For postpartum care services: Fee details are based on the service contract.

 

Refund Policy

Below is our refund policy.
Unmatched Orders:
Cancellation: You can cancel your reservation before the service starts. Refunds for cancellations will be processed according to the following conditions:
- A full refund will be provided if you request a cancellation within 24 hours before the service starts.
- If you cancel earlier than 24 hours before the service starts, a $100 administrative fee will be deducted, and the remaining amount will be refunded.
Unmatched Orders:
If the service cannot be successfully matched, refunds for canceled reservations will be processed according to the following conditions:
- Customer service will contact you before 18:00 on the day before the service to notify you of the failed match. You can choose to cancel and receive a full refund.
Refund Application Process:

To initiate a refund request, please get in touch with our customer service team within 7 days after the booking date, either by emailing prosupport@hellotoby.com or calling 37033250.

 

Package Service:
If you no longer require the Package Service after it has commenced and wish to cancel it before completing the designated number of services included in the package, you may call 37033250 or email prosupport@hellotoby.com to request cancellation. A $100 administrative fee will be deducted for early cancellation, and the remaining amount will be refunded within 7-14 working days.

Notes:
* Refunds will be processed within 7 working days after approval and refunded using the original payment method.
* We reserve the right to update and/or modify the terms and conditions of this agreement at any time, and all revisions will take effect immediately after being published on the platform. Please look at our website or contact our customer service for the latest information.

Matched/Completed Service Orders:
Inability to fulfill service: If we cannot provide the service due to unforeseen circumstances (such as natural disasters, supplier unavailability, etc.), a full refund will be issued.
Appointment delay or failure: If we fail to complete a scheduled cleaning appointment on time or if the service provider is delayed, we apologize for any inconvenience. We will reschedule the cleaning service at your convenience or offer a discount for the next cleaning service.

Damage to items: To prevent accidents, please secure valuable items before the service provider arrives. Fragile items should also be stored or moved beforehand. If any items are damaged due to the negligence of the service provider assigned by our company, we will provide compensation of up to HK$300. Claims made more than 48 hours after the incident will not be accepted. Each service for repetitive tasks must be applied independently.

Air purification service: Rescheduling requests must be made 24 hours in advance within office hours. If they are made within 24 hours, a $150 administration fee will be charged.

Arrangement under Severe Weather

During a Black Rainstorm Warning or Typhoon Signal No. 8 or above:

In the event of a Black Rainstorm Warning or Typhoon Signal No. 8 or above being issued before the scheduled service, the following arrangements will be made to ensure the safety of service providers:

a) If Typhoon Signal No. 8 or the Black Rainstorm Warning is still in effect at 7:00 am, all services scheduled between 8:00 am and 2:00 pm will be canceled. Toby will provide you with one free rescheduling arrangement.

b) If the Typhoon Signal No. 8 or Black Rainstorm Warning is still in effect at 2:00 pm, all services for the day will be canceled. Toby will provide you with one free rescheduling arrangement.

If you need to cancel the service for the day, please notify us to record and confirm after discussing with the service provider for a new service date. Also, please feel free to contact Toby on the next working day to reschedule the service.

If the service provider is already providing the service, please allow them to complete the work and arrange for them to leave safely after the service is completed. If weather conditions, disruptions in public transportation, or other special circumstances prevent the service provider from leaving after completing the service, please arrange a suitable and safe place for the service provider to take shelter at the job site.

 

If i have an enquiry or feedback, how to contact HelloToby?

If you have any questions or feedback, please call us at 37033250 or prosupport@hellotoby.com. Our customer service hours are from 9:00 AM to 6:00 PM (Monday to Sunday, excluding public holidays).

 

Agreement Amendment Statement

The company reserves the right to modify any terms of this agreement at any time. Once the content of this agreement is changed, the company will directly announce the modified agreement on the company's website. Just so you know, such publication will be deemed as notice to users of the modified content, and no further notice will be given.

If you do not agree with the company's modifications to the relevant terms of this agreement, you should stop using the Toby platform. If you continue to use Toby, it will be deemed that you accept the modifications made by the company to the relevant terms of this agreement.

Toby's interpretation of all terms of this agreement is final, and no one shall object.

The company does not establish or participate in transactions between service providers (whether users or otherwise). The company only assists users in facilitating these services, arranging service connections, and acting as an intermediary for payment. It collects fees on behalf of service providers and administrative fees for the company.

 

Home Cleaning Service FAQ：

Service Area

Regular Home Cleaning Service Area

Regular home cleaning service including Bedroom, 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 windows, ceilings, chandeliers, rooftops, non-accessible surfaces, or dangerous cleaning works are excluded. If there is any special requirement, please specify when you're booking, or contact us at 3703 3250. We will arrange it as soon 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 booking, or contact us at 3703 3250. We will make sure to arrange it as soon as possible.

 

What is the difference between home cleaning, post-renovation cleaning, move-in cleaning, and unfurnished or deep cleaning services?

Normal new flats/apartments need different cleaning services before moving in. We suggest to follow the below cleaning order to optimize the cleaning quality:

1. Post-renovation cleaning
2. Formaldehyde Removal
3. Move-in cleaning

*The above cleaning order is subject to the actual situation.

If your unit has been cleaned regularly (for example, at least 1 time per week), you may choose a 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 was over two weeks ago), kindly purchase a Move-in/ Unfurnished/ Deep Cleaning service.

 

What information should I provide for cleaners before the post-renovation cleaning services?

To ensure the service quality, we suggest you to provide the following information:

1. No. of furniture: cabinets (including wall cabinets, TV cabinets), beds, tables/desks, sofa, etc.
2. Floor type: rug, wooden floor, bricks, marble, etc..
3. Stain condition: dust, sawdust, small stones, tape, concrete stains, old and stubborn stains, oil stains, and molds. (if stain conditions are severe, the cleaning duration may take longer.)
4. Is the renovation finished? We cannot guarantee that the service will be finished within the service hours when another renovation/project is operating.
5. Are renovation wastes being removed?

 

Can I request window cleaning from the Home Cleaning Service?

According to the “Occupational Safety and Health Ordinance,” cleaning the exterior of windows is not part of the helpers’ duties, especially since there is no window grille or requires part of the helper’s body to extend beyond the window ledge when cleaning windows. Therefore, our cleaners only clean windows inside, not the outside.

 

Can I request cleaning on hoods, stoves, exhaust fans, or air-conditioner filters?

Cleaners could clean the above items; however, any disassembling or installation is excluded. If you require cleaners to clean those items, kindly specify in your booking, and disassemble/ install them before the service.

 

Cleaning Tools & Supplies

Will the cleaners bring their cleaning tools and supplies?

We recommend you 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 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 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 tools & 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 depending on the actual situation

 

Are 3 hours enough to clean my home?

The cleaning time is affected by the size and how dirty the location and the service types are. Please refer to below for your reference.

 

*Cleaning hours needed will be affected by the actual situation. The above is only for you to refer to. Please get in touch with 3703 3250 if you have further questions.

 

Cooking Service FAQ：

Service Area

Cooking Service Area

Cooking service includes 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 to buy food ingredients or supplies for you, they need 45-60 minutes to do so within the service time. Please reserve enough service hours for this. In addition, clients need to pay for the cost of purchases made.

*Cooking service does not include Dishwashing and cleaning after having meals, tidying the table before meals, cooking lessons (cooking method teaching), festival foods & dishes (e.g., rice dumplings or Chinese New Year puddings, etc.)

 

Can I request a 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, and and let our assistant finish the work with enough 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: 

1. Gender
2. Weight
3. Does the service of lifting require?
4. Does the service of bathing and/or toileting require? (If yes, please prepare a shower commode chair.)
5. The mobility of the elderly/patient. (Please specify if assistance is needed. Eg. support with arms, using a wheelchair or a crutch)
6. Clinical histories (eg. diabetes, stroke, heart diseases) 
7. If clinical accompany is required, please specify the transportation needed. ( Please be noted that client is responsible for the round-trip transportation fees. 
8. 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.

 

Office Cleaning Service FAQ：

Service Area

Office Cleaning Service Area

Office Cleaning services focus on 10 Basic Cleaning Jobs: Empty Bins, Office Appliances Wipe Down, Washroom Cleaning, Dusting and Wiping Office Furniture, Indoor Window Cleaning, Door Cleaning, Pantry Cleaning, Floor Cleaning, Main Entrance Door Cleaning and Printers Dust Down. Apart from regular dusting and cleaning works, our cleaning lady could also solve your customised tasks per request if they are reasonable enough.

 

Will the cleaner bring their own cleaning tools and supplies?

We strongly recommend you to purchase and provide cleaning supplies. Or else you will be responsible to pay $300/month for cleaning supplies fee. Normally, several cleaning supplies will be needed in office cleaning: [Detergents]: Blue Viva, Green Water, [Cleaning Tools]: black bin bags, white bin bags, gloves, Water bucket, towels, rags, towels, brooms, mops, vacuum cleaner (if applicable), [Window cleaning supplies]: glass fluid, glass scrapers, [Washroom cleaning supplies]: toilet brush, Green Water, [Pantry cleaning supplies]: dishwashing detergents, sponges.

Also, the service below would be charged for additional fee:

1. Only 2 toilets are included in the cleaning service scope, every 2 extra toilets required extra 0.5 hours cleaning duration;

2. Vacuum cleaner rental service：$100/working day；

3. Cleaning supplies fee：$300/month

 

How many hours should I choose?

The service quality will be affected by service hours, please do not select less than suggested hours. Here is the suggestion:

Below 3000 sq.ft : 2hours ;

3000 - 5000 sq.ft : at least 2.5hours ;

5000 - 7000 sq.ft : at least 3hours ;

7000 sq.ft or above : at least 4 hours

*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.

 

Monthly Plan

How to calculate?

Only the first month payment will be charged if monthly plan is selected, the remaining payments depend on the exact number of service days. We will remind you to pay 7 days before the last service day of the 1st month. You're required to complete the payment before the 1st service day of the 2nd month.

Kindly noted that monthly plan doesn't include the cleaning service on Public Holiday. Please contact us at 3703 3250 if you need the cleaning service on Public Holiday.

 

Can I reschedule or cancel my booking after purchase a package or monthly plan?

Rescheduling: You can modify the service time and date, but it will be subjected to the following terms; We only accept applications of modification 1 business day (within office hours) before the service, and there would be an administrative fee of $50 per service modification.

For Office Cleaning Package: Cancellation charges will be assessed as administrative fee based on when the cancellation notice is received 1 business day (within office hours) prior to the service date, an administrative fee of $100 will be charged. No refund would be approved when cancellation notices are received on the service date nor the business day before the service after office hours.

For Office Cleaning Monthly Plan: Cancellation request should be noticed 1 month prior to next month service, an administrative fee of $300 will be charged as well as the equivalent amount of any extra discounts given.

 

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. 

 

What can I do if the the service quality is not satisfied?

If you are not satisfied with the service quality, you can review it within 15 working days after the service is done. If the degree of formaldehyde is greater than 0.6ppm, we can arrange a free follow-up service. Please contact Smart-Tech customer service directly at 9793 2826.

 

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 9844 7774 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?

If Sunshine's staff could not contact you for picking up clothes at your preferable time-slot, or you would change the pick-up time at the moment on the original service day, $90-150 or more extra fee will be charged for second pick-up clothes time-slot.

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 9844 7774 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.

 

For more details on Terms & Conditions, Please Click Here

Refund Policy