Toby's Basic Home Cleaning Service
Toby’s cleaner staff undergo rigorous interviews, background checks, and training. They are also equipped with excellent service attitudes, years of experience, and awareness of hygiene standards. Our customer service department operates from 9:00 AM to 6:00 PM, Monday to Sunday (excluding public holidays), to manage your orders, ensuring a reliable and trustworthy service.
1. Booking Process
2. Service Scope
3. Cleaning Tools and Supplies
4. Service Hour Recommendation
5. Frequently Asked Questions
Booking Process
Upon completing your payment, you will receive a confirmation email indicating that your booking has been successfully submitted. We will begin the process of matching you with a cleaner. Once a match is made, you will receive a notification via SMS and email, along with the service provider’s details.
If we are unable to match you with a cleaner, you will receive an email informing you of the unsuccessful match.
Please note that submitting an order does not guarantee an immediate match. We will make every effort to find a suitable cleaner, and if unsuccessful, we will contact you by phone or email after 4:00 PM on the day before the scheduled service to discuss alternative arrangements.
Service Scope
Cleaning Areas: Bedrooms, Living Room, Bathrooms, and Kitchen
Work Scope: Wiping furniture, sweeping, mopping, tidying up the home, changing bed linens, cleaning fridge surfaces, cleaning stove surfaces, cleaning exhaust fans and range hoods (excluding disassembly or installation; if cleaning is required, please specify when placing the order and disassemble before the service provider arrives), cleaning wall tiles, scrubbing toilets, bathtubs, and wash basins, washing and ironing clothes (handwashing is not included), etc.
Please note: Cleaning of hard-to-reach or hazardous areas, such as external windows, ceilings, chandeliers, interior furniture, and rooftops, is not included in the service scope. Cleaner reserve the right to refuse any work based on on-site safety considerations.
If you have additional cleaning requests, please specify when placing the order or contact our customer service team, and we will do our best to accommodate your needs.
Cleaning Tools and Supplies
Will the cleaner prepare cleaning tools and supplies?
All cleaning tools and supplies are to be provided by the customer. Should you require assistance purchasing cleaning tools and supplies, a HK$130 running fee will apply, and the actual cost of the items will be reimbursed by the cleaner (this applies to daily, move-in, new home, and deep cleaning services). Please note that any cleaning tools and supplies purchased by the cleaner will remain at your residence once the service is completed.
What cleaning tools and supplies should I provide?
For general daily home cleaning, we recommend the following tools and supplies:
Basic cleaning agents: Blue power, cleaning spray, bleach, dishwashing liquid, glass cleaner, green water, turpentine (for paint removal)
Basic cleaning tools: Bucket, towels, rags, scraper blades, squeegees, scouring pads, steel wool, broom, mop, disposable toothbrush, disposable toilet brush, vacuum cleaner
This is a suggested list, and customers may adjust it according to their specific needs. You may also discuss the required tools with the cleaner after a successful match.
Service Hour Recommendation
Will 3 hours be sufficient to clean my unit?
The amount of time required for cleaning is influenced by the size of the unit and the level of dirt. For a 300 square foot unit with regular cleaning, we recommend at least 3 hours. However, for a move-in cleaning, the same unit would require at least 5 hours.
We suggest selecting the appropriate number of service hours based on your home’s condition and size to achieve the best cleaning results. Please be aware that our services are charged by the hour, and insufficient service hours may result in unsatisfactory outcomes. As home conditions vary, the platform cannot guarantee that all tasks will be completed within the allocated time.
The actual cleaning hours may vary depending on the condition of your home. Our cleaner are responsible for completing the tasks within the designated time, but due to varying conditions, we cannot guarantee that all tasks will be completed within the specified hours. If additional time is needed, please inquire with the service provider regarding an extension.
For further details, please feel free to contact our customer service team at 3703 3250 during business hours.
Frequently Asked Questions
Can window cleaning be provided?
In accordance with occupational safety guidelines, cleaning staff are not permitted to extend their bodies outside windows for cleaning, particularly if there is no window grille. Therefore, cleaner will only clean the interior windows and will not clean the exterior windows.
Will cleaning range hoods, stoves, exhaust fans, or air conditioner filters be included?
Cleaner can clean these items, but disassembly and installation are not included. If you wish to have these items cleaned, please specify this when placing the order and ensure they are disassembled before the cleaner arrives. If you require professional air conditioner cleaning services, you may select this service separately on the website or app.
What’s the difference between daily home cleaning and post-renovation, pre-move-in, new home, or deep cleaning services?
New homes typically require different cleaning steps after renovation, and we recommend the following sequence:
- Post-renovation cleaning (to remove paint stains, cement stains, tape, sand, wood chips, etc.)
- Formaldehyde removal (as paint and furniture release formaldehyde)
- Pre-move-in cleaning
(*This is the recommended sequence; customers may choose based on their actual situation.)
If your home is cleaned regularly (e.g., weekly), you can opt for daily cleaning. If you are moving into a new home, preparing a rental property, or have not cleaned your home in over two weeks, consider selecting pre-move-in cleaning, new home cleaning, or deep cleaning for a more thorough service.
Log in to view your booking history: Click here
Or place your order now at: https://bit.ly/HCHOOweb
For more FAQs, refer to: https://bit.ly/TobyHomeServiceFAQ
For any inquiries, please contact us at 3703 3250 during business hours, or email to prosupport@hellotoby.com .