If your cleaning didn’t meet your expectations, we’re sorry to hear that.
Whether certain areas were missed or you’re unhappy with the overall quality of the cleaning, you can report the issue through the Service Portal and request a refund from your service provider.
Your request is sent directly to the service provider first, giving them the opportunity to review and respond.
📋 Step 1: Open the Service Portal
Log in to your Helpling account and open the Service Portal.
Select the appointment you’d like to report an issue with.
🧾 Step 2: Select Billing errors or issues with invoices
Choose Billing errors or issues with invoices.
From there, select the option indicating that you were dissatisfied with the cleaning quality and would like to request a refund.
📝 Step 3: Tell your service provider what happened
Describe the issue as clearly as possible.
For example, you can mention:
Areas that weren’t cleaned
Tasks that were missed
Concerns about the overall quality of the cleaning
Any other relevant details about the appointment
Meaningful images can also help reinforce your feedback.
📤 Step 4: Submit your refund request
Once you’ve added the relevant information, submit your request through the Service Portal.
Your request will be sent directly to your service provider.
⏳ What happens next?
Your service provider has 7 days to review and respond to your refund request.
If they accept the request, the refund can be processed accordingly.
If they reject it, Helpling can step in to help mediate a solution between you and the service provider.
If they do not respond within 7 days, Helpling refunds the customer.
💡 Good to know
The Service Portal sends your request directly to your service provider first. Helpling does not initially decide whether a refund should be granted.
Our role is to step in when necessary and help mediate between both parties if the request cannot be resolved directly.
💬 Need help?
If you’re unable to submit your refund request through the Service Portal or need help understanding the process, please contact our Support team.
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