We understand that every customer's home situation is unique, so you can select the service duration that best fits your needs. However, please be aware that choosing insufficient service time may impact the cleaning results. This is especially true for deep cleaning before moving in, as it involves cleaning walls, floors, paintwork, and dust or remnants left from renovations, which can be more complex. Therefore, we recommend extending the cleaning time for such tasks.
For example, a 300 sq ft unit might only need 3 hours for regular cleaning if it is cleaned frequently. However, for deep move-in cleaning, the same unit is recommended to have at least 5 hours.
Our housekeepers are responsible for completing the tasks within the allotted time, but because each customer's home conditions vary, the platform cannot guarantee that all instructions or work will be completed within the designated time.
On the day of service, if the housekeeper finds that the workload exceeds the expected time, they may immediately discuss with you whether to extend the service time. Overtime charges for home cleaning are $150 per hour (per service person), and for post-renovation cleaning, the charge is $160 per hour (per service person). Payments for additional time can be made in cash on-site. Please note that prices may vary depending on the time of day or holidays, and Toby has the final decision on any adjustments. Feel free to contact us for further details.
Additionally, for overtime work of less than one hour, the charge will be calculated by the actual minutes worked. The hourly rate will be based on the average rate for the service. (For example, if home cleaning exceeds 30 minutes, the charge will be $75 — calculated as $150/60*30.)
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f you have any questions or need more information, please feel free to call 37033250 or email prosupport@hellotoby.com. Our customer service team is available from 9:00 AM to 6:00 PM (Monday to Sunday, excluding public holidays).
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For more FAQs, visit: [https://bit.ly/TobyHomeServiceFAQ]