Toby’s post-renovation cleaning team consists of highly trained and experienced cleaner, who have undergone thorough interviews, background checks, and training. Our cleaner possess extensive experience in handling the unique challenges of post-renovation cleaning, from removing heavy stains to general dusting. They also exhibit excellent service attitudes, many years of experience, and a strong commitment to hygiene standards. Additionally, we have a dedicated customer service team available from 9:00 AM to 6:00 PM, Monday to Sunday, to assist with managing your orders, ensuring a reliable and satisfactory experience.
1. Booking Process
2. Service Scope
3. Cleaning Tools and Supplies
4. Service Hour Calculation
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, wall dusting, mopping, cleaning interior window glass and window frames, cleaning front doors, gates, and floors.
Kitchen: Floor tiles and wall tiles, kitchen cabinets, sinks, and stove surfaces.
Bathroom: Bathtubs, washbasins, toilets, floor tiles, and wall tiles.
Bedrooms: Floor tiles and wall tiles.
Please note: Cleaning of external windows, ceilings, chandeliers, interior furniture, and rooftops is not included in the service scope. Cleaners have the right to decline any work based on safety concerns or the on-site environment.
Additionally, for the safety and health of our staff, tasks that may pose a danger or health risk, such as high cleaning (reaching areas that are out of reach) or external window cleaning, may also be declined.
If cabinets are already filled with items, we will clean the external surfaces only. External windows will only be cleaned within 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 (e.g., wood planks, cardboard boxes, flooring material). Heavy renovation residues may incur additional charges. Please inform us during the booking if such services are required.
For any special needs, please specify them during the order process or contact our customer service, and we will do our best to accommodate your request.
Please note that due to the varying conditions of each home, we cannot guarantee that all tasks will be completed within the specified time.
Cleaning Tools and Supplies
Will the service provider bring cleaning tools and supplies?
Customers are required to provide their own cleaning tools and supplies. If you would like our staff to bring their own cleaning tools and supplies, a HK$100 self-supply fee will be charged (this option is available only for post-renovation cleaning). The service provider will bring necessary tools (excluding a vacuum cleaner), and these tools will only be used during the service. After the service is completed, all tools will be taken by the service provider. If you require a vacuum cleaner to be provided, an additional HK$70 fee will apply.
What cleaning tools and supplies should I provide?
- Basic cleaning agents: Blue Power, cleaning sprays, bleach, dishwashing liquid, glass cleaner, green water, turpentine (for paint removal).
- Basic cleaning tools: Bucket, towels, cloths, scraper, 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 specific tools with the service provider after a successful match.
Service Hour Recommendation
Is 3 hours 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 daily home cleaning and post-renovation, pre-move-in, or deep 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)
- Pre-Move-In Cleaning
(*This sequence is a recommendation; customers may select services based on their actual situation.)
If your home has been cleaned regularly (e.g., at least once a week), you may choose daily cleaning to keep it maintained. However, if you are preparing to move into a new home, preparing it for rent, or have not cleaned for over two weeks, we recommend selecting pre-move-in, new home cleaning, or deep cleaning services. For a more thorough cleaning, you may also consider the "Premium Deep Cleaning" option.
What information should I provide to the service provider for post-renovation cleaning?
To ensure the best service quality, especially when dealing with heavy residues or debris from renovations, we recommend providing the following details:
- Whether renovation waste has been cleared
- The amount of furniture in the unit: cabinets (including built-in cabinets, TV cabinets, overhead cabinets), beds, tables, sofas, and other furniture, or if there is no furniture
- The type of flooring: carpet, hardwood, tiles, marble, or other
- The level of dirt: dust, wood chips, small stones, tape residue, cement stains, surface stains, stubborn oil stains, mold (if stains are severe, more time may be needed)
- Whether the renovation work is completed
If the renovation is still ongoing, we will not proceed with cleaning, as it will affect both the cleaning progress and the results.
Can renovation work and post-renovation cleaning occur simultaneously?
If renovation work is still in progress, we will not proceed with cleaning, as it will interfere with the cleaning process and the results.
How many cleaners are needed, and how long will the cleaning take?
Before choosing a post-renovation cleaning package, consider your home’s size and the amount of furniture. Larger spaces typically require more cleaners. We offer both single- and double-person packages to accommodate your needs.
Can window cleaning be provided?
In accordance with occupational safety guidelines, cleaning staff should not lean out of windows to clean, especially when there is no window grille. As such, service providers will only clean the 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 this during the booking and ensure they are disassembled before the service provider arrives. For professional air conditioner cleaning services, you may select the service separately on our website or app.
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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 .