MY CLEANING ORDER
How can I prepare for my appointment and what do I do if it doesn't go as expected?
19 articles
Organisation and Preparation
How do I prepare ideally for an appointment?
- Cleaning Checklist: How to Prepare Before the Cleaner ArrivesGet your home ready for a smooth cleaning appointment with a few simple steps before your service provider arrives.
- What's Included in a Standard Cleaning?Find out what's included in a standard cleaning service so you know exactly what to expect before your appointment.
- Do I Have to Provide Cleaning Materials?Find out which cleaning products and equipment you'll need to provide before your cleaning appointment.
- Which Cleaning Products Should I Provide?Find out which cleaning products and equipment to have ready before your cleaning appointment.
- Can I Ask My Cleaner to Do Extra Tasks?Learn how to share additional cleaning requests, add instructions to your order, and check whether your service provider can complete them.
- Home Access, Keys, Pets, and Entry InstructionsMake sure your service provider can access your home smoothly by sharing entry details, key arrangements, and information about your pets.
- What Happens If My Cleaner Can’t Get Into My Home?Find out what to do if your service provider can’t access your home, how to reach them quickly, and when a no-access fee may apply.
- What Happens If My Cleaner Is Ill, on Holiday, or Stops Working?Find out what happens to your recurring booking when your service provider is ill, on holiday, or no longer available, and how to arrange a replacement.
- Appointments on Public Holidays: How to Coordinate Smoothly with Your Service ProviderLearn how to manage holiday appointments, avoid misunderstandings, and easily adjust your bookings.
- I can’t find my booking in my accountLearn why your booking may not be visible and how to check the correct Helpling account.
Feedback
Find out how to provide feedback or report a problem
- Can I give my service provider a tip?Find out how you can give your cleaner a small tip as a thank you for their service
- How Do Ratings and Reviews Work?Learn when you can leave a review, who can see it, how to request changes, and how to recommend your service provider to others.
- How Can I Report A Problem?Whether something went wrong before, during, or after your cleaning, we'll show you how to report it.
- How to Report a Cleaning Complaint or Poor Cleaning QualityNot happy with your cleaning? Learn how to report a complaint through the Service Portal so we can help resolve the issue.
- My Cleaner Did Not Arrive, Was Late, or Cancelled - What Happens Next?If your service provider is late, doesn't arrive, or cancels your appointment, here's what to expect and how we'll help.
- Someone Other Than My Booked Cleaner Arrived. What Should I Do?If someone other than the service provider you booked arrives, learn what to check, when you should have been informed, and what you can do if you don’t feel comfortable…
Insurances
Information about insurance
- Something was damaged. What should I do?Accidents can happen. Learn how to report damage, what information to provide, and what to expect next.
- Liability InsuranceLearn how our liability insurance works and when it applies.
- What to Do If Something Is Missing or You Suspect TheftIf you notice something is missing after your cleaning appointment, learn how to report your concerns and what to expect next.