Toby’s Move-In / Deep Cleaning Service team consists of thoroughly interviewed, vetted, and trained domestic assistants. They are equipped with excellent service attitudes, years of experience, and a strong commitment to hygiene. Our customer service department is available from 9:00 AM to 6:00 PM, Monday to Sunday, to manage your orders, ensuring a reliable and worry-free experience.
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
Whole Home: Vacuuming, mopping, cleaning indoor window glass and window frames, front doors, gates, and floors.
Kitchen: Floor tiles, wall tiles, kitchen cabinets, sinks, and stove surfaces.
Bathroom: Bathtubs, washbasins, toilets, floor tiles, and wall tiles.
Bedrooms: Floor tiles and wall tiles.
Note: Cleaning of external windows, ceilings, chandeliers, internal furniture, and rooftops is not included in the service scope. Service providers reserve the right to decline any work based on on-site conditions and their own safety considerations.
Additionally, for the safety and health of our staff, tasks that are hazardous or harmful to health, such as high cleaning (areas that cannot be reached by hand), floor cleaning by hand, or cleaning external windows, may be refused.
If cabinets are filled with items, we will only clean the outer surfaces of the cabinet doors. External windows will be cleaned within a safe reach.
The service does not include: Cleaning of crystal chandeliers, bedding, pillows, clothing, kitchenware, or decorations; disposal of old furniture, construction waste, or large debris (such as wood planks, cardboard boxes, flooring materials, etc.). Cleaning of heavy renovation residues may incur additional charges. Please inform us during booking if such services are needed.
If you have any special requests, please specify them during the booking process or contact our customer service, and we will do our best to accommodate your needs.
Please note that due to varying home conditions, we cannot guarantee that all tasks will be completed within the designated time.
Cleaning Tools and Supplies
Will the service provider bring cleaning tools and supplies?
All cleaning tools and supplies must be provided by the customer. If you require us to purchase the cleaning tools and supplies, an additional HK$130 running fee will be charged, and the actual cost of the tools and supplies will be reimbursed by the service provider (this is applicable for daily, pre-move-in, new home, and deep cleaning services). The tools and supplies purchased by the service provider will remain at your home after the service is completed.
What cleaning tools and supplies should I provide?
- Basic cleaning agents: Blue Power, cleaning spray, bleach, dishwashing liquid, glass cleaner, green water, turpentine (for paint removal).
- Basic cleaning tools: Bucket, towels, cloths, scraper blades, glass squeegee, scouring pads, steel wool, broom, mop, disposable toothbrush, disposable toilet brush, vacuum cleaner.
This is a suggested list, and customers may add or remove items based on actual needs. You may also discuss the tools and supplies with the service provider 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
What is the difference between post-renovation cleaning and pre-move-in cleaning?
New homes generally require a different cleaning process after renovations. We recommend the following sequence for cleaning your home:
- Post-Renovation Cleaning (to remove paint stains, tape, cement residue, wood chips, etc.)
- Formaldehyde Removal (since paint and built-in furniture may release formaldehyde)
- Move-In Cleaning
(*This sequence is a recommendation; customers may select services based on their actual needs.)
What is the difference between daily cleaning and move-in / deep cleaning?
If your unit has been regularly cleaned (e.g., at least 1-3 times a week), you may choose daily cleaning for regular maintenance. However, if you are preparing to move into a new unit and need a thorough cleaning (such as after renovations, which require post-renovation cleaning first), you should opt for pre-move-in cleaning.
If you are preparing to vacate your unit and wish to clean it for handover, you will need to choose new home cleaning. If your unit has not been cleaned in over two weeks, deep cleaning is recommended to ensure a thorough cleaning.
How many cleaners are required for move-in / deep cleaning?
Before selecting the post-renovation cleaning package, please assess the condition of your home (size and amount of furniture). Typically, larger homes require more cleaners. We offer both one-person and two-person packages to meet your needs.
Can window cleaning be provided?
According to occupational safety guidelines, cleaning staff should not extend their bodies outside windows, especially when there is no window grille. Therefore, service providers will only clean interior windows and will not clean external windows.
Does the service include cleaning of range hoods, stoves, exhaust fans, or air conditioner filters?
Service providers can clean the surfaces of these items, but disassembly and installation are not included. If you require cleaning of these items, please specify during booking and ensure they are disassembled before the service provider arrives. For professional air conditioner cleaning services, please select the service separately on the website or app.
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For any inquiries, please contact us at 3703 3250 during business hours, or email to prosupport@hellotoby.com .