Sometimes a cleaning appointment doesn't go as planned. Maybe your service provider cancelled at short notice, the cleaning didn't meet your expectations, something was damaged, or you noticed a charge that doesn't look right.
We understand how frustrating this can be. If something goes wrong, Helpling is here to help guide you through the next steps.
As a marketplace, Helpling acts as a neutral mediator between you and your service provider. If you report an issue, we'll collect the necessary information, forward your request to your service provider, and help both parties communicate throughout the process.
✅ When should I contact Helpling?
You can contact Helpling if your booking involves situations such as:
You were charged for an appointment that did not take place.
Your service provider did not arrive or cancelled at short notice.
The appointment was shorter than planned, but you were charged for the full duration.
You believe a cancellation fee was applied incorrectly.
A voucher or discount was not applied correctly.
Something was damaged during the cleaning.
The cleaning quality did not meet your expectations.
Another issue occurred during or after your booking.
We'll make sure your request reaches your service provider and help facilitate the communication needed to resolve the issue.
Before reporting a problem
To help speed up the process, please check the following first:
📅 Check your booking status
Confirm whether your appointment was completed, cancelled, or is still awaiting confirmation.
🧾 Review your invoice or payment
Make sure the charge you're asking about matches the correct booking.
⏰ Check the cancellation policy
Cancellation fees may apply if a booking is cancelled less than 48 hours before the scheduled start time.
💬 Review your conversation
If you've already discussed the issue with your service provider, those messages can help provide important context.
What information should I include?
To help us forward your request as quickly as possible, please include:
The date and time of the appointment.
The name of your service provider (if available).
A brief description of what happened.
Screenshots of relevant messages, if applicable.
Photos, if the issue involves damage or cleaning quality.
The invoice or charge you're referring to.
Any agreements made with your service provider about changes to the booking.
The more information you provide, the easier it will be for us to understand your request and share it with your service provider.
🛡️ If something was damaged
We're sorry to hear that.
If something was damaged during your cleaning appointment, please report it as soon as possible through the Service Portal.
Helpful information includes:
Photos of the damage.
The appointment date.
Any relevant communication with your service provider.
For more information, see:
Something Was Damaged: What Should I Do?
Liability Insurance
🧽 If the cleaning quality wasn't as expected
If you aren't satisfied with the cleaning, let us know what happened.
Helpful details include:
Which rooms or tasks were affected.
Whether cleaning instructions were shared before the appointment.
Whether the agreed cleaning duration was completed.
Photos showing the areas you're concerned about.
Whether you've already discussed the issue with your service provider.
Providing clear information helps everyone better understand what happened and supports a fair review of the situation.
⚖️ How are refund and compensation requests handled?
Refunds and compensation are not automatic.
After you submit your request, Helpling will check that the necessary information has been provided and forward the request to your service provider.
Because your service provider is responsible for billing the cleaning service, they review the request and decide whether a refund or compensation can be offered.
Throughout the process, Helpling acts as a neutral mediator, helping both parties communicate and supporting a fair resolution.
🔎 What happens next?
After you submit your request, we'll:
📋 Check that we have all the necessary information.
📤 Forward your request to your service provider.
💬 Help facilitate communication if additional information is needed.
🤝 Support both parties throughout the resolution process.
📩 Keep you informed about the outcome.
Depending on the situation, we may also guide you to another Help Center article or support process if it's more relevant to your case.
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