# Welcome! ## Luce App Welcome to the Luce App help centre. We’re so glad you’ve chosen our cleaning services to bring you peace of mind in your home or office, and we hope we can help ensure you’re using the app to its fullest. We give you control of your cleaning experience by providing you with the following features at your fingertips: * **Cancelling and rescheduling sessions**: The app allows you to view, cancel and reschedule your sessions at your convenience, allowing you to better plan and modify your availability for our services. * **Reporting issues with your cleaner or package**: Reporting issues on the app is quick and easy, and our customer support team will be in touch with you to rectify any issues you're facing. * **Payment and invoice portal**: Access your paid and unpaid invoices and make payment directly from the app by card or bank transfer. Learn more about Luce on [our website](https://www.luce.sg). ## Help Centre You can learn how to easily use our app with articles in our Help Centre. Access articles to help you use our app for a range of topics, including: {% content-ref url="/pages/O1PrLgKNvUJOIDMgujbq" %} [Creating an account](/creating-an-account) {% endcontent-ref %} {% content-ref url="/pages/MnVM3kjoh8pSXMgbQsNr" %} [Viewing and changing your sessions](/viewing-and-changing-your-sessions) {% endcontent-ref %} {% content-ref url="/pages/fIBqxOIUX6bMPCHiyTIc" %} [Viewing and paying your invoices](/viewing-and-paying-your-invoices) {% endcontent-ref %} {% content-ref url="/pages/CtDVdTKh4NZsrbhvtsQk" %} [Reporting an issue](/reporting-an-issue) {% endcontent-ref %} {% content-ref url="/pages/ifEaaessqLGkPL0ZXie4" %} [Updating your account details](/updating-your-account-details) {% endcontent-ref %} # Creating an account There are three ways to create a Luce account. You can create a new account from our Sign up page or Luce mobile app. If you already have an existing Apple ID or Google account, you can use them to create a Luce account.
To create a Luce account from Sign up page 1. Visit our [Sign up](https://app.luce.sg/signup) page and choose your account type. 2. Choose your Account Type, then tap Continue button. 3. On this interface, enter the required information. Tap Continue.\ \ Note: Make sure you enter your email address correctly and choose an email address that only you can access. If you log out and forget your password, you'll need to be able to access your email to get back into your Luce account.
4. On the Account Info page, you will have to enter the mobile number and the information of your address, then tap Save.\ \ Note: Use your valid phone number as this can be used to send the OTP code to your phone.
5. You will be redirected to the Booking page where you can start booking the session.
To create a Luce account from Luce mobile app 1. Download the Luce app from the [App Store](https://apps.apple.com/us/app/luce-app/id1643684015) (iPhone) or [Google Play Store](https://play.google.com/store/apps/details?id=com.luce.customer.app) (Android). 2. Once the app is installed, tap to open it. 3. Tap Sign up and Choose your Account Type, then tap Next. 4. On this interface, you may input your Login Informations. Tap Next.\ \ Note: Make sure you enter your email address correctly and choose an email address that only you can access. If you log out and forget your password, you'll need to be able to access your email to get back into your Luce account. 5. On the Confirmation interface, enter the mobile number and the informations of your address, then tap Next.\ \ Note: Use your valid phone number as this can be used to send the OTP code to your phone. 6. Enter the OTP code that is sent to your mobile number, then tap Verify. 7. Once the OTP is verified, the success message will pop up on your screen and you will be redirected to your dashboard.
You may be asked to save your login info. If you choose to save your login information, you won’t need to enter it the next time you log back into your account. #### **If you're having a problem with accessing your Luce account:** * If you're having trouble with your password, learn [how to reset your password](/updating-your-account-details/resetting-your-password). # Booking a new session You can book organize bookings for one-time and recurring cleaning on Luce App. **The minimum duration for all cleaning sessions is 3 hours**. ## One-time cleaning One-time cleaning can be booked three days before your target session. The available durations for one-time cleaning are 3 and 4 hours. If you are happy with your cleaner in a one-time session and wish to keep her on a recurring basis, you can get in touch with our sales team at **+65 3138 4827** and we will try to find a slot with her. {% content-ref url="/pages/0y60Fs6UXiL0Ik2PXdF6" %} [Booking one-time cleaning](/booking-a-new-session/booking-one-time-cleaning) {% endcontent-ref %} ## Recurring cleaning Recurring cleaning is for weekly and fortnightly cleaning packages. The standard session durations for recurring cleaning are 3 and 4 hours long, but you can also request for longer sessions if your house is very large and you require more time for your cleaner to finish cleaning. {% content-ref url="/pages/BWtYPumgpo32QxUFnyDI" %} [Booking recurring cleaning](/booking-a-new-session/booking-recurring-cleaning) {% endcontent-ref %} # Booking one-time cleaning To create a one-time (ad hoc) cleaning session, go to the [Booking](https://app.luce.sg/booking/home-cleaning) page on the Luce web app. From here you will proceed through the following interfaces to customise your cleaning session:
How much is one-time cleaning? Our rates for one-time cleaning depend on the timing of the session. Next day sessions are **$16 per hour**. Later-date day-time sessions are **$25 per hour** regardless of session length, and sessions after 6:00 PM are **$23 per hour**.
Do we provide cleaning equipment? After Covid we no longer provide equipment due to hygiene reasons. We know you wouldn't want a mop that has cleaned another client's toilet floors washing your house. Most of the equipment you need at your house is standard cleaning equipment and is easy to obtain. You can see the equipment you need in the dropdown question below this.
What tools do I need to have at my house? You will need the following supplies at your house. The brand of cleaning equipment you choose is entirely up to you. Depending on your preferences and furniture types, you may also provide other cleaning solutions and request that your cleaner use those for specific surfaces. * Broom/Vacuum Cleaner * Dustpan * Mop/Mop bucket * Medium Sized Bucket/Small Hand Bucket * Microfiber Cleaning Cloth * Cotton Cloth * Window Cleaning Tool * Glass Cleaning Detergent * Toilet Cleaner * Toilet Brush * Cif Cream Cleanser * Dishwashing Liquid/Sponge (dishes) * Floor Cleaner * Trash bags
## Choose Cleaning Frequency You will start in the frequency page. Choose between **Anytime Cleaning** or **Same/Next Day**, depending on when you need the session. Click **Proceed** to move to the next step.
## Choose Cleaning Duration Select your preferred session duration, either 3 or 4 hours. **The minimum session duration is 3 hours**. Click **Proceed** to move to the next step.
## Find Availability Type in your postal code and click **Find Availability** to check for open slots near you.
## Select a Slot You can scroll down the slots to see more available slots, and click **See More** at the bottom of the slot interface. **One-time cleaning is only available for sessions within the next 13 days**. If you have a requirement for one-time cleaning at a date which is later than 13 days in the future, please visit our booking site 13 days before the appointment date to find a slot for it.
Once you have found a slot that works for you, click **Continue**. You will be promoted to log in or create an account or sign into your existing account.
How do I create an account? After you click **Continue** on the slot selection interface, select sign up from the pop-up.
Next, enter your first name, last name, login email and phone number. Once you've checked everything is in order, press **Sign Up**.
What if I can't find any suitable slot? If you can't see any suitable slot in the table, click **Chat with Sales.** If you need to get in touch with us sooner, you can send us a WhatsApp or call us at **+65 3138-4827**.
## Review Details On the final booking page, enter your full name, phone number, email, and complete address in their respective input boxes. Under **Additional Info** you can provide information on how you would like your cleaner to enter your home and whether you need them to call you before they reach, or if they need to come to your floor via a specific lift. You can then add any additional cleaning notes at the bottom of the interface, such as particular tasks you would like the cleaner to help with, or any special instructions you would like her to follow in your house. Click **Continue** to proceed to the final page.
## Confirm the job Confirm the job details and final price at the right side of the page, and when you're ready to proceed, enter your payment details into the **Payment Info** box. Finally, check the terms of use box and then click **Complete Booking**. # Booking recurring cleaning To create a one-time (ad hoc) cleaning session, go to the [Booking](https://app.luce.sg/booking/home-cleaning) page on the Luce web app. From here you will proceed through the following interfaces to customise your cleaning session:
How much is recurring cleaning? Recurring cleaning is available at the following rates: * 3-hours per session: $22 per hour * 4-hours or more per session: $20 per hour * Any session length after 6:00 PM: $18 per hour
Do we provide cleaning equipment? After Covid we no longer provide equipment due to hygiene reasons. We know you wouldn't want a mop that has cleaned another client's toilet floors washing your house. Most of the equipment you need at your house is standard cleaning equipment and is easy to obtain. You can see the equipment you need in the dropdown question below this.
What tools do I need to have at my house? You will need the following supplies at your house. The brand of cleaning equipment you choose is entirely up to you. Depending on your preferences and furniture types, you may also provide other cleaning solutions and request that your cleaner use those for specific surfaces. * Broom/Vacuum Cleaner * Dustpan * Mop/Mop bucket * Medium Sized Bucket/Small Hand Bucket * Microfiber Cleaning Cloth * Cotton Cloth * Window Cleaning Tool * Glass Cleaning Detergent * Toilet Cleaner * Toilet Brush * Cif Cream Cleanser * Dishwashing Liquid/Sponge (dishes) * Floor Cleaner * Trash bags
Will I always get the same cleaner for recurring cleaning? Yes - for weekly and fortnightly cleaning with one session per week, you will get the same cleaner. There will only be a change in cleaner if your cleaner is sick, and you are open to getting a replacement session with another cleaner, or if your cleaner resigns or goes on leave, and we need to find a new permanent cleaner. If you avail of two or more sessions per week, we may not be able to get the same cleaner for both sessions, so you may have two or more permanent cleaners for high-frequency cleaning packages.
## Choose Cleaning Frequency You will start in the frequency page. Choose between **Weekly or Fortnightly,** depending on when you need the sessions. If you need cleaning more than once a week, select this option to chat with our Sales team. Click **Proceed** to move to the next step.
## Choose Cleaning Duration Select your preferred session duration, either 3 or 4 hours. **The minimum session duration is 3 hours**. Click **Proceed** to move to the next step.
## Find Availability Type in your postal code and click **Find Availability** to check for open slots near you.
## Select a Slot You can scroll down the slots to see more available slots, and click **See More** at the bottom of the slot interface. The rate displayed between each session is the hourly cost for that session.
Once you have found a slot that works for you, click **Continue**. You will be promoted to log in or create an account or sign into your existing account.
How do I create an account? After you click **Continue** on the slot selection interface, select sign up from the pop-up.
Next, enter your first name, last name, login email and phone number. Once you've checked everything is in order, press **Sign Up**.
What if I can't find any suitable slot? If you can't see any suitable slot in the table, click **Chat with Sales.** If you need to get in touch with us sooner, you can send us a WhatsApp or call us at **+65 3138-4827**.
## Review Details On the final booking page, enter your full name, phone number, email, and complete address in their respective input boxes. Under **Additional Info** you can provide information on how you would like your cleaner to enter your home and whether you need them to call you before they reach, or if they need to come to your floor via a specific lift. You can then add any additional cleaning notes at the bottom of the interface, such as particular tasks you would like the cleaner to help with, or any special instructions you would like her to follow in your house. Click **Continue** to proceed to the final page.
## Confirm the job Confirm the job details and final price at the top of the page, and when you're ready to proceed, enter your payment details into the **Payment Info** box. Finally, check the terms of use box and then click **Complete Booking**. # Booking aircon cleaning To create an aircon servicing session, go to the [Booking](https://app.luce.sg/select-service/aircon-service) page on the Luce web app. From here you will proceed through the following interfaces to customise your servicing arrangement:
What is the price per unit? The price per unit depends on the type of aircon, the type of service, and the number of total units serviced. You can see the price adjust automatically when you add items in our booking interface. If you can't find the package for the number of air conditioning units that you would like to get serviced, please contact us so we can give you a custom quotation.
Do I need to provide any equipment? No. We provide all equipment for aircon servicing and will provide a tarp for the floor in case your floor is made of a sensitive material.
How should I prepare for aircon servicing? Our servicemen will need to be able to access each aircon and place a ladder beneath it, so you should clear any furniture obstructing the unit. You should also ensure that there are no water-sensitive items or delicate, breakable furnishings in close proximity of the aircon units to prevent any potential damage. These simple steps create a safe and accessible environment for our servicemen.
## Select Service Type From the main page select aircon servicing as your service type. If you're not sure which service you need for your unit, check our [Aircon FAQ](/frequently-asked-questions/aircon-servicing-faq). Choose your preferred service from the cards and click **Continue**.
If you have multiple different types of aircon units, such as two wall units and one ceiling unit, you can do so on the next page after you choose the base service. ## Set Package Details On the next interface, choose the number of aircons you would like to have serviced. You may select multiple aircon types in your package. As you select more units, the total price of your order will be updated on the right-hand side of the screen under **Your Order**. If you are not sure what type of aircon yours is, check our [guide](/frequently-asked-questions/what-type-of-aircon-unit-do-i-have) for more information.
Next, set whether you want to have one-time or recurring servicing. Recurring servicing offers a discount per unit, and the package is paid for after the first cleaning session. We will send automatic reminders for you to book your next session when it's due, and you can use a self-booking link to book at any time you prefer. Click **Proceed** to move to the next step.
### Find Availability Type in your postal code and click **Find Availability** to check for open slots near you.
You can scroll down the slots to see more available slots, and click **See More** at the bottom of the slot interface. Slots will be available to you depending on the expected duration of the service you have booked and the number of aircons you are having serviced.
Once you have found a slot that works for you, click **Continue**. You will be promoted to log in or create an account or sign into your existing account.
How do I create an account? After you click **Continue** on the slot selection interface, select sign up from the pop-up.
Next, enter your first name, last name, login email and phone number. Once you've checked everything is in order, press **Sign Up**.
What if I can't find any suitable slot? If you can't see any suitable slot in the table, click **Chat with Sales.** If you need to get in touch with us sooner, you can send us a WhatsApp or call us at **+65 3138-4827**.
## Review Details On the final booking page, enter your full name, phone number, email, and complete address in their respective input boxes. Under **Additional Info** you can provide information on how you would like your cleaner to enter your home and whether you need them to call you before they reach, or if they need to come to your floor via a specific lift. You can then add any additional cleaning notes at the bottom of the interface, such as particular tasks you would like the cleaner to help with, or any special instructions you would like her to follow in your house. Click **Continue** to proceed to the final page.
## Confirm the job Confirm the job details and final price at the top of the page, and when you're ready to proceed, enter your payment details into the **Payment Info** box. Finally, check the terms of use box and then click **Complete Booking**. # Choosing a cleaner After completing a few recurring Home Cleaning sessions with us, you probably wonder if it is possible to get your house done by the same cleaner or choosing your preferred cleaner for your next appointment. Apparently, the answer is you can! Here is how: * First, select your preferred cleaning frequency. Click **Proceed** to move to the next step.
* In the next interface, select your preferred session duration, either 3 or 4 hours. **The minimum duration is 3 hours.** Click **Proceed** to move to the next step.
* Type in your postal code and click **Find Availability** to check for open slots near you.
* When selecting a slot, click the **Choose Cleaner** icon at the top of the calendar.
* On your screen, a new prompt will pop-up and show the list of cleaners that have been done a session with you previously. Pick one by ticking the checkbox next to the cleaner's name. Click **Apply** to update the available slots.
* After you're done choosing the cleaner, make sure to select the time slot that suits you best. Press the 'Continue' button to move forward to the next step. You can scroll down the slots to see more available slots, and click **See More** at the bottom of the slot interface. The rate displayed between each session is the hourly cost for that session.
* To complete your booking, press the **Continue** button. You will be promoted to log in or create an account or sign into your existing account. Now you have chosen your preferred cleaner for the upcoming session. # Viewing and changing your sessions ## Session control {% hint style="info" %} **Good to know:** Our app gives you control over most common features and you can make most changes by yourself without needing to call us. However, if you need to get in touch with a customer support officer or if you aren't sure how to do something, feel free to reach out to us on WhatsApp or by phone on **+65 3138 4827**. {% endhint %} Luce App gives you easy control of your cleaning sessions. The following articles will show you how to see and modify your cleaning sessions to suit your requirements. {% content-ref url="/pages/MnVM3kjoh8pSXMgbQsNr" %} [Viewing and changing your sessions](/viewing-and-changing-your-sessions) {% endcontent-ref %} {% content-ref url="/pages/XGVrrg97s1fQp3Hlk1Zz" %} [Cancelling an upcoming session](/viewing-and-changing-your-sessions/cancelling-an-upcoming-session) {% endcontent-ref %} {% content-ref url="/pages/FQsF9NJSLvMKJV75vb0X" %} [Rescheduling an upcoming session](/viewing-and-changing-your-sessions/rescheduling-an-upcoming-session) {% endcontent-ref %} {% content-ref url="/pages/K4vNKUCyO62WPwloMB7k" %} [Changing to a different cleaning package](/viewing-and-changing-your-sessions/changing-to-a-different-cleaning-package) {% endcontent-ref %} {% content-ref url="/pages/RTHr9Kjjtc6o0tPuIRuc" %} [Permanently changing your cleaner](/viewing-and-changing-your-sessions/permanently-changing-your-cleaner) {% endcontent-ref %} {% content-ref url="/pages/L4QUlh8T6S8o5LlDUQyY" %} [Terminating your cleaning contract](/viewing-and-changing-your-sessions/terminating-your-cleaning-contract) {% endcontent-ref %} # Viewing your sessions ## Upcoming Visits You can see your scheduled visits on the [Upcoming Visits](https://app.luce.sg/visits/upcoming/) page of your account. Your visits will be displayed as cards, with the service type, date, time, address and your assigned staff displayed.
## Past Visits Past visits are accessible from the [History](https://app.luce.sg/visits/history) page. Here you can see all of your previous sessions. In the bottom right-hand corner of each of the cards, you can see the status of the visits: * Completed * Cancelled by Client * Missed
What should I do if the status of one of my visits is not correct? If the status of an upcoming or past visit is not correct, please get in touch with our customer support team on **+65 3138 4827** so that we can check your account and rectify the issue for you.
# Cancelling an upcoming session We understand that sometimes there may be interruptions to your availability. Before cancelling, you can consider [rescheduling your session to a different time](/viewing-and-changing-your-sessions/rescheduling-an-upcoming-session) with your usual cleaner or with a different cleaner. If you really need to cancel, please make sure to do so at least 48 hours before your session start time, so that we can assign your cleaner to another job and remove your visit from her calendar. To cancel a session: 1. Open the [Upcoming Visits](https://app.luce.sg/visits/upcoming/) page and click the **Manage Appointment** button in the bottom right-hand corner of the session card you wish to cancel.
2. A pop-up will appear with several options for managing the appointment. Click the **Skip Visit** icon to cancel this session.
3. Another pop-up will appear asking if you'd like to reschedule instead. To proceed with the cancellation, select **"No thanks, I'd like to skip my visit."**
4. You'll then be asked to provide a reason for the cancellation. Once you're done, click **Submit.**
I'm having trouble cancelling my session This can happen in one of the following situations: * You are cancelling too close to the session start time. To cancel a session, you will need to do it 48 hours or more before the session start time. If there is an emergency and you need to cancel your session with short notice, please call our customer support team on **+65 3138 4827**. * Your session has already occurred, as you can only cancel upcoming sessions. If something prevented your session from being carried out fully or if it was missed by the cleaner, we will update the session for you. If you would like to check on the status of the session or if you need us to change it faster, please get in touch with our customer support team.
How do I undo a cancellation? To restore a session that you cancelled, you can get in touch with our customer support team via WhatsApp or phone on **+65 3138 4827**.
Can I cancel as often as I want? Frequent cancellations are disruptive to our cleaners and often leave them without jobs. Since our cleaners earn their salaries based on the hours they work, it is unfair to them if their schedules are empty from frequent cancellations. Our operations team may need to suspend your service if your cancellation rate is too high, and if you find yourself needing to cancel frequently, we recommend that you consider terminating your recurring service and getting cleaning on an ad-hoc basis when you are available. We are happy to provide you with on-demand ad-hoc cleaning services when it is convenient for you.
# Rescheduling an upcoming session To reschedule an appointment: 1. Open the [Upcoming Visits](https://app.luce.sg/visits/upcoming/) page and click the **Manage Appointment** button located in the bottom right-hand corner of the session card you wish to cancel.
2. A pop-up will appear with several options for managing the appointment. Click the **Reschedule** icon to reschedule this visit.
3. Another pop-up will appear asking if you would like to reschedule with the same cleaner or if you're open to reschedule with any cleaner. If you are open to a different cleaner, you may find that there are more times available to choose from. After choosing your preference, click on the corresponding button.
4. You will then be led to the rescheduling interface. Here, you can choose the slot on when you would like to reschedule. You can scroll down the slots to see more available slots and click **See More** at the bottom of the slot interface. The rate displayed between each session is the hourly cost for that session. 5. Once you have found a slot that works for you, click **Reschedule**.
6. Success! Your visit has been rescheduled.
# Scheduling your next recurring aircon session Our aircon packages are designed to provide regular servicing for your air conditioning system to ensure its optimal performance. When you book our **triyearly (three visits)** or **quarterly (four visits)** package, you will receive a specific number of visits to be utilized within one year from the date of your first appointment. **Visits will expire if they are not used within the one-year period.** This page will explain how to use your visit credits to schedule an upcoming visit.
How do I see my remaining package credits? 1. Click your **account icon** in the top right corner of the page and select **Account** from the dropdown menu.
2. You'll see a list of all your packages. Click **View All** to expand the list.
3. Find your aircon package card and click **View Detail** at the bottom right corner.
4. Scroll to the bottom of the package details page. Your remaining credits are displayed as **Package Balance** in monetary value. This corresponds to the number of sessions you have left. You can click the **Transaction History** to view all related payments and credit deductions.\ \ *Example: This quarterly package costs $60 per session (before GST). After purchase, you’ll have $261.60 in available credit. If the first session is completed at a GST-inclusive rate of $65.40, that amount is deducted—leaving you with a balance of $196.2, which is equivalent to 3 remaining visits.*\
### How to book the next aircon visit of my package? When the next session of your recurring aircon servicing package is due to be scheduled, we will send a WhatsApp message to your registered phone number to schedule the appointment at your preferred time. No login is required to proceed to the booking page from this link. For our quarterly packages, the visits will be scheduled every three months, allowing for consistent maintenance throughout the year. In the case of our triyearly packages, visits will be scheduled every four months, giving you adequate coverage throughout the year. If you prefer to have your visits scheduled earlier or later than the predetermined intervals, you have the flexibility to book your next appointment independently. You can also contact our customer service team, who will be more than happy to assist you in scheduling your next appointment at your desired time. Please note that all visits must be utilized within the one-year period to avoid expiration. ### Select a date and time for your next visit After clicking on the link, you can choose a time slot and date for your next visit. After that, simply click **Reschedule.** You will receive a confirmation message on WhatsApp from us confirming your next visit.
If you're having trouble finding a time that fits your schedule, click the **Chat with Sales** button, or call or message us on WhatsApp at **+65 3138 4827** and we will try to schedule a visit at a convenient time for you. # Changing to a different cleaning package To change your cleaning contract, follow the steps below. Kindly note that if you're requesting a permanent schedule change and/or a longer session duration, we will do our best to retain your current cleaner. However, there is a chance that she may not be available and we may need to work some alternatives with you. 1. Go to your [**Packages**](https://app.luce.sg/profile/packages) page and click **View Detail** on the package card you wish to modify.
2. Click the **Modify Plan** button.
3. A pop-up will appear asking for more details. Provide a description of the changes you'd like applied then click **Submit**.
4. Our Customer Service team will process your request and reach out via WhatsApp using the phone number linked to your account. If you'd like to speak sooner, you can message us via WhatsApp or call us at +**65 3138 4827.**
Can I keep my current rate if I move to a different package? Our rates are determined by the number of hours in the session, and the time of day in which the session occurs. If you change to a different package, your rate will depend on the number of hours and the time of day in which the cleaning occurs: * Daytime 3-hours: $22 per hour * Daytime 4-hours or more: $20 per hour * Evening: $18 per hour
Why was I recommended to increase my session length? If your house is too large for your cleaner to finish cleaning in your current session time, we may recommend that you change to a different package. You will likely get a discounted rate for the longer cleaning session. While this choice is up to you, it will allow your cleaner to clean your home more thoroughly.
# Permanently changing your cleaner We understand that not every cleaner will be a fit for you and your house. If you're having issues with your current cleaner, we would love to work through this with you and find out whether your current cleaner can improve, so we encourage you to give us feedback about your cleaner and also tell your cleaner the feedback directly. Please take into consideration that there may not be another cleaner available at your current session time, and we may only be able to offer a cleaner at an alternative time. If you have decided that you definitely want another cleaner, you can submit a request for a cleaner change. To request for a change of cleaner: 1. Go to your [Upcoming Visits](https://app.luce.sg/visits/upcoming/) page. 2. Click **Manage Appointment** on the session card.
3. When the pop-up appears, select **Change Cleaner.**
4. You'll be asked to provide a reason for the change. * **Careless or Rude Behavior**: your cleaner was inattentive or rude * **Poor Cleaning:** you are unhappy with your cleaner's standard of cleaning * **Preferred Staff:** you have a specific staff in mind that you prefer * **Property Damage**: your cleaner has damaged your property * **Others**: any reason not represented by the categories above
5. In the comment box, we encourage you to share your feedback so we can improve and help match you with a more suitable cleaner. Enter the following information: * A description of the issue you encountered with your cleaner * Two alternative times that you can accept a cleaner if you change to another cleaner * Any requirements you have for your new cleaner e.g. language requirements
6. Click **Submit** once you're done. Our Customer Service team will process your request and contact you via **WhatsApp** using the phone number associated with your account. If you'd like to speak with someone sooner, feel free to message us on WhatsApp or call us at **+65 3138 4827**.
Will there always be another cleaner available? We have a large cleaning workforce and there will usually be another cleaner available - however, there may not be a cleaner free at your preferred time. To ensure that we have the best chance of finding you another cleaner, make sure you give a few alternative times in which we can find another cleaner for you. Evening slots are generally less competitive, and we charge a lower rate of $18/hour for evenings, so let us know if you are available on any evenings also.
There may also be cases where our operations team initiates a permanent cleaner change due to circumstances such as your current cleaner resigning from the company. We do our best to avoid this whenever possible, as we understand how disruptive it can be to onboard a new cleaner to your home’s specific needs. That said, we humbly ask for your understanding if such situations do arise. # Terminating your cleaning contract Before you end your cleaning contract, please feel free to reach out to our support team to see what we can do to rectify any issues you've faced or to make your future cleaning experience better. To terminate your contract, send a message to our WhatsApp or give us a phone call at **+65 3138 4827**. Just let us know the reason you want to finish your contract and anything else we could have done better. Please give us at least 48 hours' notice before the start time of your next session.
Do I need to complete a minimum number of sessions before I terminate? Yes. Our recurring contract period is a minimum of two sessions. If you terminate early, your completed sessions will be billed at our ad hoc rates, which are $25 per hour for daytime sessions and $23 per hour for evening sessions.
Can I just tell my cleaner not to come anymore? Our cleaners' calendars are managed by our office staff, and we want to avoid cases where your cleaner forgets to tell us this information on time. To ensure we can process your termination quickly and easily, please send us a WhatsApp or give us a call at **+65 3138 4827**.
# Viewing and paying your invoices ### Accessing your invoices Your invoices are visible on the [Invoices](https://app.luce.sg/profile/invoices/unpaid) page. You can switch between your paid and unpaid invoices by selecting the corresponding tabs at the top. We will let you know when there is a new invoice in your account via email.
### Paying your invoice You can make payment directly to us by clicking the **Pay** button on your unpaid invoice. You have the option of paying by either Credit / Debit Card or by PayNow / Bank Transfer. Select the option from the pop-up menu that you would like to pay with.
For PayNow / Bank Transfer payments, you will be given a QR code with the invoice details above. Please use the QR code to make payment so that your invoice reference number is correctly tied to your payment.
Why do I need to pay with the QR code? Can't I just enter your UEN? We generate a QR code to make it easier and faster for your invoice to be marked as paid. If you choose to pay by PayNow and manually enter our UEN in PayNow and enter the invoice number yourself in the reference details, we may have trouble reconciling your invoice if you enter the invoice number incorrectly.
How long will it take for my invoice to be marked as paid? We reconcile invoices within 3 working days. If it has been 4 or more working days since you made payment and your invoice is still not marked as paid, please get in touch with us on WhatsApp or phone at **+65 3138 4827**. You will also receive an email and message from us if you have an unpaid invoice, and if you did make the payment but didn't put the right invoice details, we will seek the transaction details from you and help you to record it as paid.
### Viewing your receipt After you pay your invoice and we reconcile the payment, you can view and download a receipt. On your paid invoices, click **View Details** to open the full invoice.
You can download this invoice as a PDF form by clicking the **View PDF** option on the **Invoice** line. Clicking the **View PDF** option on the **Receipt** line will show you your paid invoice if you need to keep it for accounting purposes.
# Adding or managing your card details Managing your card details in our app is simple and secure. Whether you're adding a new card, enabling Autopay, or updating your payment preferences, we've made the process as straightforward as possible. Below, you'll find answers to common questions to help guide you through each step. If you ever need extra support, please get in touch with our billing team on WhatsApp or by phone call on **+65 3138 4827** for assistance.
How do I add my card details? 1. Log in to your account and go to **Account.**
2. Select **Payment.**
3. You’ll be directed to the page where you can add or enroll new card details.\ *Note: We currently do not accept Visa cards.* 4. Enter your card information and ensure all details are correct.
Can I enable automatic payments? Yes. If you’d like to enroll your account in Autopay, simply toggle on the **Autopay** button when adding your card.
How do I remove my card? Go to **Payments** and click **Remove My Card**.
Can I enroll multiple cards? No. Please note that only one card can be enrolled at a time.
What should I do if I encounter issues adding or removing my card? If you experience any difficulties, please get in touch with our billing team on WhatsApp or by phone call on **+65 3138 4827** for assistance.
# Welcome Rewards ### What is Welcome Rewards? Welcome Rewards is our way of saying thank you for booking with Luce for the first time. Once you've completed your first service, you can complete simple tasks — like topping up credit or trying a new service — to earn bonus credits for your account. ### Who is eligible for Welcome Rewards? Any individual client who has just paid for their first service booking is eligible. (Bookings for service credits or gift cards don't count toward eligibility for this program.) If you're eligible, you'll get a notification (in-app, push, and WhatsApp) letting you know you're in, along with a link to your rewards page. {% hint style="info" %} **Note:** This is a newer feature and isn't available to all clients at the moment. If you don't see it on your account, there's nothing wrong on your end. {% endhint %} ### Finding the tasks Once you paid your first service invoice, you will be able to see the entry point to tasks through your homepage.
If you click on "**See tasks**", you will be redirected to the rewards page where you will see list of things you can do to gain credits.
### How do I earn rewards? You can complete any of the following tasks, in any order, at any time — you don't need to finish one before starting another: | Task | You get | | ----------------------------- | ---------------- | | Top up $10 of credit | $10 bonus credit | | Top up $35 of credit | $15 bonus credit | | Top up $80 of credit | $20 bonus credit | | Try 2 different service types | $10 bonus credit | | Try 3 different service types | $15 bonus credit | **A note on "trying different service types":** to earn the "3 service types" reward, you need to book 3 services that are *all different* from each other (and different from your first booking) — not just one additional service on top of an earlier reward. For example, if you've already claimed the "2 service types" reward for booking Home Cleaning (first booking) + Eldercare + Lashes, you'll need 3 *new* service type (not Home Cleaning or Eldercare again) to unlock the "3 service types" reward. In the end, you will earn **a total of $70 bonus credit** if you complete every task. ### How long do I have to complete tasks? You have 90 days from the date you paid for your first service to complete tasks. There's no penalty if you don't finish within that window — you'll just miss out on the rewards for any tasks not completed. ### How do I claim my reward? Rewards aren't automatic — you'll need to actively claim them in the app. Once a task is done, you'll get a notification letting you know a reward is ready, with a link straight to your rewards page. You can claim a completed task's reward any time up until **97 days** after you paid for your first service (90-day task window + a 7-day grace period to claim). After that, any unclaimed rewards for that task are forfeited.
### How do rewards show up in my account? Claimed rewards are added as credit to your in-app wallet. You can use this credit toward any future Luce booking. Credit expires 12 months after the date you claim it. View [this page](/applying-a-credit) to learn more about credits. ### FAQ
Do I need to do these tasks in order? No. You can work on any of the tasks at the same time, in whatever order suits you.
What if I don't finish a task in time? No penalty — you simply won't be able to claim the reward for that specific task once the window closes.
I claimed my reward but don't see the credit — what do I do? Credits should appear in your wallet immediately after claiming. If you don't see it, please contact support with your account details.
Does my first booking need to be made in the App directly to be eligible for this? No — your first booking is still counted even if it was set up with help from our sales team.
Why don't I see Welcome Rewards on my account? Welcome Rewards isn't available to everyone at the moment.
# Referring a Friend Customer Referral is our program for customers to invite friends to use Luce's service. A successful referral lets both parties enjoy the following benefits: 1. Referrer - $15 Credit 2. Referred friend - $15 off their first order using the referral code {% content-ref url="/pages/NlJ1S4hf7alBZtWuhqKv" %} [Refer a Friend](/referring-a-friend/refer-a-friend) {% endcontent-ref %} {% content-ref url="/pages/8E14ZAl21Fwb6Ik0jHhq" %} [Using a Referral Code](/referring-a-friend/using-a-referral-code) {% endcontent-ref %} # Refer a Friend As a referrer, you are entitled to receive a $15 credit when **your friend uses the referral code** you shared during booking. **How to refer a friend:** 1. To share the referral code to your friend, make sure you are already logged in to your profile. 2. Click your **account icon** in the top right corner of the page and select **Account** from the dropdown menu.
3. Click on **My Referral** button on the "Other Info" section
4. You will be able to see your code on the My Referral page, and can copy the code directly to share with your friends.
5. You can also share the code directly to your preferred channels. Choose from the available icons to share your code via **WhatsApp, Telegram, Messenger,** or **SMS**. If you prefer to copy the code manually, click the **Copy** button. Your referral code will be copied to your clipboard, and you can paste it into any message or platform you like.\
**Important Notes:** * The $15 off can only be applied by those who haven’t booked any session on Luce previously. * A referrer will receive the $15 Main Credit only if the referred **used the referral code** during the booking process. This will be added to the referrer's account right after the referred friend has paid the invoice. * The $15 off will not be valid if a referrer refers to themselves. * The $15 off is non-refundable and is valid for a single transaction only. * We retain the right to reject any voucher that has been tampered with or found in any way unacceptable. # Using a Referral Code If you have received a referral code from your friend, you can use it in the promo code field on your first booking session with us and the code amount will be automatically deducted from the total transaction. **How to use a referral code:** 1. Make sure you already have your account registered on app.luce.com. If you have not, [create an account](https://help.lucemg.com/creating-an-account) first. 2. Log in to your account and proceed with [booking your session](https://help.lucemg.com/booking-a-new-session). After completing the final booking step, click **Continue.**
3. In the **Promo Code** section, click the dropdown arrow.\
4. Enter your friend's referral code and click **Apply**. The total transaction amount will change once the referral code is applied. Press the **Complete Booking** button to complete your transaction. **Important Notes:** * The referral code can only be used by those who haven’t booked any session on Luce previously. * The referral code discount can only be applied **during the booking process**. * The referral code is valid for single transactions only. * The referral code is non-refundable and cannot be exchanged for cash in part or full. * Your referrer will get the $15 Account Credit once the invoice has been completely paid. # Referring a Business ### What is the Business Referral Program? If you know a condo, office, hotel, or business that could use cleaning, security, aircon, or other facility services, you can refer them to Luce. If we close the deal, **you earn 10% of the first month's contract value in cash** — no cap on how many businesses you can refer. This is separate from our regular "Give $15, Get $15" friend referral program, which is for individual customers. Business Referral is designed for larger, recurring commercial contracts. #### How It Works 1. **Submit a Business Referral**\ Email [**commercial\_referral@luce.com**](mailto:commercial_referral@luce.com) with the company name and any details you have (company name, contact person, type of property, location, what services they might need). 2. **Our Commercial Team Contacts Them**\ We'll reach out on your behalf, understand their needs, and put together a proposal. 3. **If the Deal Closes**\ The business signs a contract and becomes a Luce customer. 4. **You Earn 10% Cash Commission**\ You'll receive 10% of the first month's contract value in cash, paid directly to you. This information is also available to check in (from Profile > My Referral > Business Referral)
#### How Much Can You Earn? Your commission scales with the size of the contract. Here's a general guide based on typical cleaner headcount: | Business Type | Typical Cleaners | Est. Monthly Contract\* | Your Commission (10%) | | ---------------- | ---------------- | ----------------------- | --------------------- | | Small Office | 2 | \~$5,000 | \~$500 | | Condo (mid-size) | 6 | \~$15,000 | \~$1,500 | | Condo (larger) | 10 | \~$25,000 | \~$2,500 | *\*Based on an average rate of \~$2,500 per cleaner per month. Actual contract value depends on the business's specific needs and scope.* **The bigger the business, the bigger your payout — and it's a one-time thank-you for a referral that could become a long-term Luce client.** #### What Services Qualify for Business Referral? * Security Service * Office Cleaning * Commercial Cleaning * Industrial Cleaning * Condo Cleaning * Pest Control (Commercial and F\&B Pest Control) * Aircon Service * Specialized Cleaning * Handyman #### Frequently Asked Questions
How do I submit referral? Email with the company's name and any details you have. Our Commercial Team will take it from there.
When do I get paid? Once the business signs a contract and becomes a paying customer, you'll receive 10% of the first month's contract value in cash.
Is there a limit to how many businesses I can refer? No — refer as many businesses as you'd like. Each successful referral earns its own commission.
What if the business doesn't sign up? No commission is paid if the deal doesn't close. There's no downside to referring, though — it costs you nothing to try.
How long does the process take? It depends on the business and their decision-making process, but our Commercial Team will keep you updated on the status of your referral.
Can I refer a business I already work for or own? Reach out to with your specific situation and we'll let you know if it qualifies.
# Applying a Credit ### Welcome to Your Credit Guide! At Luce, there are two kinds of credits in your wallet: **Main Credit** and **Service Credit**. Each works a bit differently when it comes to where they can be used and how to earn them. So read on to understand how to make the most of your credits. ### Types of Credit | Comparison | Main Credit | Service Credit | | ---------------------- | ------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Acquisition method | Earned through referring friends. You will be informed through WhatsApp message when an account credit is obtained. | Earned through top-up mechanism ($300, $500, $1000) with additional bonus in tier. | | Applicable services | Applicable for all services | | | Withdrawal eligibility | Can be withdrawn | Can not be withdrawn | | Expiration date | Expires within 12 months after acquired. | Expires within 6, 12, 18 months depending on the amount you purchase. | | Autopay mechanism | No autopay | Always autopay every massage/beauty/pet care booking if the respective service credit is sufficient | ### Finding Your Account Credit Your account credit can be found in the [**Account Credit**](https://app.luce.sg/profile/credit-account) section, by clicking **Account > Account Credit.**
### How to Earn Credit #### For Main Credit Main credit is currently obtainable only through our referral program. For each friends that uses your referral code, you will earn $15 credit from us. Learn more here: [Refer a Friend](https://help.lucemg.com/referring-a-friend/refer-a-friend) #### For Service Credit Service Credit is earned through a top-up mechanism. To add balance, follow the step-by step process below: 1. Click **+ Top Up** on Massage/Beauty/Pet Care Credit Page to add credit balance
1. Select your desired credit. Note: clicking "Select" generates an invoice that remains valid for 48 hours. If the invoice is unpaid after 48 hours, the invoice will automatically expire.
3. Select payment method and pay
4. We will send a detail of invoice every time you buy service credit
### Applying Credit to Invoices 1. Go to Unpaid Invoice section and click **Pay**.
2. Toggle the **Apply Main Credit** or **Apply Massage/Beauty/Pet Care Credit.**
3. The credit deduction will be reflected in the payment details, updating the total amount due. You may settle the remaining balance using other payment method.
**Important:** We will always auto-pay clients' massage/beauty/pet care invoices using service credit if the amount is sufficient. However, massage/beauty/pet care invoices that are issued **before** a client has credit will not be auto-pay. ### FAQ
I have both Main Credit and Service Credit. Can I use them together? If you are booking a massage/beauty/pet care appointment, then yes you may pick whichever applies or even at the same time. If you are booking other services other than those three, only the Main Credit can be used.
Can I purchase Service Credits using my Main Credits? Yes, we allow the purchase of Service Credits with Main Credits.
What if my credit balance doesn't cover the full invoice amount? If your credit amount doesn't cover the entire invoice, you'll need to pay the remaining balance through an alternative payment method, such as Debit Card, Credit Card, PayNow, or Bank Transfer.
Does using credit affect my ability to apply promo codes? No. You can apply both promo codes and credits in one booking since promo codes are applied during the booking process while credits are used when paying for invoices.
Can I transfer my credit to someone else? Credits are non-transferable and can only be used by the account holder.
Can I convert Service Credits into cash? No. Service Credits cannot be withdrawn or converted.
# Applying a Voucher In this section, you'll find answers to commonly asked questions about how to apply the voucher.
Where can I find my vouchers? You can locate your vouchers in the **My Voucher** section on the **Account** page.
Click on the orange box and the list of your vouchers will be prompted on the screen.
How can I use the voucher to pay my invoice? 1. Go to the [**Unpaid Invoices**](https://app.luce.sg/profile/invoices/unpaid) page. 2. Click **View Details** on the invoice you want to apply the voucher to.
3. At the top of the page, click **Apply Voucher**.\
4. A list of all your active vouchers will appear. Select the voucher you'd like to use and click **Confirm**.
5. The voucher will be applied to the invoice.
Can I use multiple vouchers on a single invoice? No, each voucher is valid for one invoice only. You can't combine multiple vouchers for a single payment.
What if my voucher doesn't cover the full invoice amount? If your voucher doesn't cover the entire invoice, you'll need to pay the remaining balance through an alternative payment method.
What happens if my invoice amount is less than the voucher value? If the voucher value exceeds the invoice amount, any remaining balance on the voucher will be forfeited and cannot be applied to future transactions. Additionally, if there are multiple outstanding invoices, it's important to note that vouchers are typically applied to individual invoices. Therefore, any unused portion of the voucher does not carry over to cover other outstanding invoices.
Can I transfer my voucher to someone else? Vouchers are non-transferable and can only be used by the account holder.
How long is the voucher valid for? Each voucher is valid for one-time use and expires after it has been applied to an invoice.
What if I accidentally apply the voucher to the wrong invoice? If you've inadvertently applied a voucher to the wrong invoice, please keep in mind the following: * Vouchers can be removed from invoices as long as the invoice hasn't been paid yet. * You can remove the voucher from the invoice by clicking **Remove** from the invoice page.
* After the voucher is successfully removed, the invoice amount will revert to its original total, and the voucher will be returned to your list of available vouchers for future use. It's important to double-check your selections before confirming the payment to ensure accuracy. Once the invoice is paid, the voucher application becomes irreversible.
Can I redeem the voucher for cash or credit? Unfortunately, vouchers cannot be exchanged for cash or credit. They are specifically designed to be applied towards invoice payments.
I referred a friend and they have settled the first payment but why have I still not received my referral voucher? To ensure you receive your referral voucher, kindly verify that your referral code was correctly applied during their booking process. If it was not, both the referrer and referred friend may not be eligible for the referral voucher.
If the voucher has already expired and I have not managed to apply it on the invoice, is the voucher automatically removed from the list? If a voucher expires, it can no longer be used. Expired vouchers typically become invalid for self-application and will automatically be removed from the list of vouchers.
Why am I still billed with the same amount when I tried to pay through the QR code? Please ensure that the invoice has been refreshed and the voucher has been applied successfully before processing the payment, the invoice number will be updated after redeeming the voucher.
# Luce Plus (Subscription) ### What is Luce Plus? Luce Plus is our membership for regular Luce clients. For a small monthly fee, you get credit back every month, extra cashback on everything you book, and exclusive discount codes — so the more you use Luce, the more you save! ### What do I get with Luce Plus? For **$3.99/month**, you receive: * **$5 in main credit, every month** — added automatically to your account, whether or not you used last month's credit. * **1% cashback on every paid service**, credited back to you as main credit. (Note: buying credit packages or gift cards doesn't earn cashback — cashback applies to services you actually book and pay for). * **Exclusive Luce Plus promo codes**, released monthly or bi-monthly — available only to subscribers, and each code can be used once per person. Any main credit you earn (from the monthly $5, cashback, or promo codes) is valid for **12 months** from the date it's added, just like credit you earn anywhere else on Luce. ### Subscribing to Luce Plus Access to Luce Plus can be found by clicking **Account > Luce Plus.**
If you have no credit card information saved, we will request you to fill your credit card detail in the Luce Plus page before subscribing.
### Using Luce Plus' Benefits Once you have become a subscriber, you will be able to see your benefit through the same Luce Plus page and your main credit.
The benefits can be applied after becoming a subscriber. For main credit, you can paying services invoice (using main credit) in the payment page. For exclusive promo code, you can use it through the booking confirmation page.
While becoming a subscriber, you will also see a **Total Savings** counter in your account, showing everything you've gained from being a subscriber! So you can see the value adding up over time. It is important to note that your card is charged automatically each month (autopay). We'll send you a **separate invoice for your subscription**, apart from your regular service invoices. **Your renewal date** is set the day your payment subscription is successful. For example, if you subscribe on the 5th, your next billing date is the 5th of the following month, and so on. ### Cancelling Luce Plus You can cancel Luce Plus at anytime — there's no lock-in and no cancellation fee. To cancel, go to your **Account** page and open Luce Plus
Tap **Cancel Subscription**
Let us know why you're leaving (single choice) with a chance to tell us more. Then, click **Continue cancellation.**
You will be able to see that Luce Plus will now have "Cancelled" status.
**What happens after you cancel:** * **You keep everything until the end of your current paid period.** Cancelling only stops your *next* renewal — you won't lose access early, and you won't be charged again in the next period. * **Your main credit stays put.** Any monthly credit and cashback you earned already remained usable in your account until its normal 12 month expiry. Promo you've already used your existing booking is also not going to be wiped out. * **Unredeemed Luce Plus promo codes stop working once your paid period ends**, since they're exclusive to active subscribers. * **Your Total Savings total is saved**, not reset — if you come back later, it picks up where it left off. * If you'd rather just pause billing, turning off autopay on your card has the same effect as cancelling — your subscription won't renew. You can also always comback after you cancel. A couple of things to know if you resubscribe: * If you resubscribe before the date your subscription would otherwise have renewed, it's treated as picking back up — your Total Savings carries over from before. * You'll start earning the $5 monthly credit, cashback, and access to new promo codes again from your new subscription date. ### FAQ
Does the $5 credit roll over if I don't use it? The $5 is added fresh every month regardless of whether you used last month's credit. Any unused credit stays in your account until it expires 12 months after it was issued — it doesn't disappear at the end of the month.
Does cashback apply to everything I purchase? Cashback applies to services you pay for. It does not apply to purchasing credit packages (including massage, pet care, or beauty credits) or gift cards.
What is the accepted payment method to pay Luce Plus? Luce Plus subscription payments must be made by credit card (except for payment with VISA)
Can I use my Luce Plus promo code more than once? No, each Luce Plus exclusive promo code can only be redeemed once per person.
Can I transfer my Luce Plus benefits to someone else? No. Credits and exclusive promo codes are non-transferable and can only be used by the account holder.
What happens if my payment for the subscription fails? If your card can't be charged on your renewal date, don't worry — we won't cancel your subscription right away. * We'll **automatically retry your payment** over the next few days. * While a payment is pending, your subscription benefits are temporarily paused. * If we're able to charge your card successfully within that window, your subscription picks back up right where it left off, and your renewal date updates accordingly. * If payment continues to fail for **3 days in a row**, your subscription will be automatically deactivated, and you'll stop being charged. To avoid any interruption, make sure your card details are up to date in your account settings.
How do I cancel? You can cancel anytime from your account settings — there's no lock-in. A few things to know: * When you cancel, you keep your benefits **until the end of your current paid period**. You're only cancelling the *next* renewal, not the period you've already paid for. * Any main credit you've already earned stays in your account and is still usable until it expires (12 months from when it was issued). * If you turn off autopay on your card, this will also cancel your subscription.
Can I come back after cancelling? Yes! You can resubscribe anytime. If you resubscribe before your next renewal date would have hit, it's treated as a continuation — your total savings carry over.
# Gift Cards ### Welcome to Your Gift Cards Guide! At Luce, you can give main credits to anyone you care about. Choose from fixed amounts or set a custom value. ### How gift cards work A gift card is a prepaid credit you send to someone. The recipient enters a unique code to add the main credit to their Luce account. Credits work and applicable across all Luce services. | Category | Individual Clients | Corporate Clients | | ------------------------------------------ | ----------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | | **Who can purchase** | Any individual account | Corporate accounts | | **Payment timing** | Pay upfront at purchase | Billed only when recipient redeems | | **Recipient** | Anyone | Anyone | | **Validity before redemption** | 12 months | 12 months (customisable) | | **Validity after redemption (as credits)** | 12 months | 12 months | | **Invoice generation** | Clients will get the invoice right after they trigger gift card creation. Invoice is active only for 1 day. | Corporate accounts will get the invoice if anyone redeems the gift card. Invoice will be sent to corporate accounts following their billing terms. | ### Individual Gift Cards Purchase a gift card from your account and share the code with a friend, family member, or colleague. #### Purchasing a gift card * Go to **Account > Gift Cards.**
* Click **Send Gift Card.**
* **Personalise**. Pick an occasion, add your name as the sender, and customise the message if you like. You can also choose your desired amount by selecting $10, $20, $30, $50, $80, $100, or enter a custom amount (minimum $10).
* **Complete the payment.** You have a 48-hour window to pay before the invoice expires.
* **Share the code.** You'll receive a unique gift card code. Share it directly with the recipient however you like — we won't notify them on your behalf.
> Note: The sender can not redeem a gift they purchased themselves. ### Corporate Gift Cards Corporate accounts can create gift cards to distribute to clients or employees. You are only charged when a recipient actually redeems the gift card — no upfront payment required. #### Creating corporate gift cards * Go to **Account > Gift Cards.**
* **Create gift cards.** Specify the amount, quantity, and customise the validity period (default: 12 months).
* **Distribute.** Share the codes with your recipients directly. Luce does not send notifications on your behalf.
* **Get billed on redemption.** Each time a recipient redeems a code, an invoice is generated. Invoices are sent to you monthly according to your billing terms. > **Note on GST:** No GST is charged at the time of gift card creation. GST applies only when the service is performed after the recipient spends their credits. ### Redeeming a gift card Recipients can redeem a gift card code whether or not they have an existing Luce account. * Go to **Account > Gift Cards** in the Luce app or at app.luce.sg.
* Click **Redeem Gift Card**
* Enter the gift card code you receive from the sender.
* Credits are added to your account immediately and can be used for any Luce service. ### Validity & expiry Once a gift card is redeemed, the value converts into main account credit. That credit is valid for a further 12 months and can be used across all Luce services. Expired and unredeemed gift cards cannot be refunded or extended. Corporate accounts can configure a custom validity period at the time of creation. ### FAQ
Can a gift card be partially redeemed? No. Gift cards must be redeemed for their full value in one go. The full amount is converted to main credit upon redemption.
Can I see whether my recipient has redeemed the card? Senders do not receive redemption notifications. For corporate accounts, redeemed codes are reflected on your monthly invoice.
Can I get a refund on a gift card I purchased? Gift card refunds are not supported at this time. Please ensure you want to proceed before completing the purchase.
Can I send a gift card to myself? The purchaser of a gift card cannot redeem that same card.
Can I transfer my credit to someone else? No. Once redeemed, credits from a gift card can be used for the redeemed account.
# Reporting an issue We want to make it easy for you to report issues that you're encountering, whether it be with your cleaner or cleaning arrangement, your invoice or the user experience in the app. The following guides show you how to report information to us so that we can quickly rectify them for you. {% content-ref url="/pages/z2GcYEWTXMdu3O0DQAHp" %} [Reporting an issue with my cleaner](/reporting-an-issue/reporting-an-issue-with-my-cleaner) {% endcontent-ref %} {% content-ref url="/pages/keFQ1ie1jALDpOLL16l9" %} [Reporting an issue with an invoice or payment](/reporting-an-issue/reporting-an-issue-with-an-invoice-or-payment) {% endcontent-ref %} {% content-ref url="/pages/C1BHn8CDRCQmRzR2sje1" %} [Reporting a bug or requesting a feature on the app](/reporting-an-issue/reporting-a-bug-or-requesting-a-feature-on-the-app) {% endcontent-ref %} # Reporting an issue with my cleaner Our aim is to provide you with a smooth and easy experience with your assigned part-time cleaner or servicemen. In case there is an adverse event with your cleaner or a negative experience with the company, we would love to hear from you as soon as you encounter it so that we can rectify the issue for you. You can give us detailed feedback on what went wrong and how you want to fix it directly in the app, so that our team can investigate the issue and get in touch with you regarding the next steps. To give feedback on a negative event, open the [Upcoming Visits](https://app.luce.sg/visits/upcoming) or [History](https://app.luce.sg/visits/history) page. On the session in which the issue occurred, click **Manage Appointment** in the bottom right-hand corner of the visit card in which the negative event happened.
Click the **Report Issue** button.
This will bring up a menu where you can select a reason and write detailed information on what happened. The issue reasons are categorised by the following: * **Careless or Rude Behavior**: your cleaner was inattentive or rude * **Poor Cleaning:** you are unhappy with your cleaner's standard of cleaning * **Preferred Staff:** you have a specific staff in mind that you prefer * **Property Damage**: your cleaner has damaged your property * **Others**: any reason not represented by the categories above Once you have filled out the details in the pop-up, just click **Submit**.
Our customer support team will review this for you and get in touch with you if we need more information and when we have a solution for you. If you need to get in touch with us more urgently, you can reach our customer support team on WhatsApp or phone call at **+65 3138 4827** and we will help you in real time.
What kind of solution can I expect to the issue I encountered? While every case is different, some solutions that are proposed for adverse events include the following: cleaner performance management, changing cleaners, make-up sessions and reimbursements for damaged property. See our [terms of use](https://www.homefresh.sg/terms-of-use) for our guidelines on property damage and reimbursements.
# Reporting an issue with an invoice or payment We do our best to make sure that you are billed the correct amount. If we have missed something on your bill, or if you think your rate for the month is incorrect, please get in touch with our billing team on WhatsApp or by phone call on **+65 3138 4827**. We will verify the issue for you and help you rectify your invoice. ## Overpayments If you accidentally made an overpayment, you can contact our billing team by WhatsApp or phone on **+65 3138 4827**. We can refund the overpaid money or add the money to your account as a credit - whichever you would prefer. We will also let you know if we notice an incorrect payment on your account and get instructions from you on what you would like us to do.
How long will it take to be refunded? It will take a maximum of 10 days after submitting your refund request provided all the details are correct.
# Reporting a bug or requesting a feature on the app ## Reporting a bug If you encounter any issues while using our app that you suspect to be a bug, please don't hesitate to notify us of the event that occurred. Simply press the **Chat our Support** button from the [Accounts](https://app.luce.sg/profile/overview) page. You can also message us via WhatsApp or call us at +**65 3138 4827.**
To give us the best chance of finding and replicating the bug, please describe what happened with the bug, as well as what should have happened if it were functioning properly. Once you submit the issue, our engineering team will work on fixing it. \ Requesting Features ------------------- Your feedback as a user of our service are extremely valuable to us. We want to provide you with the app that you need, and if you have any feature you would like us to build on the app, please feel free to reach out to us by pressing the **Chat our Support** button from the [Accounts](https://app.luce.sg/profile/overview) page. You can also message us via WhatsApp or call us at +**65 3138 4827.**
Describe the type of feature you would like to see as well as an explanation of how this will help you. Our engineering team will review your request and see what can be done to provide a solution to the issue you're facing. # Updating your account details You can easily update your profile details from inside the app. Follow the instructions in these articles to change your particulars: {% content-ref url="/pages/RzRpUaaqXf1tJl4cWsYD" %} [Changing your account information](/updating-your-account-details/changing-your-account-information) {% endcontent-ref %} {% content-ref url="/pages/5tRvqicNcDc3p8OLJmrv" %} [Resetting your password](/updating-your-account-details/resetting-your-password) {% endcontent-ref %} # Changing your account information To change your account details, click on the top right-hand corner of the screen where your name is displayed to open the [Profile](https://app.luce.sg/profile/overview) screen. At the top of the screen, click the **Account Info** button. From here, you can view or update your **account type** and **phone number**. To edit your **contacts** or **addresses**, click **View All** on their respective lines.
Do I need to notify you if I change addresses? Yes - if you change to a new house, please contact our customer support team at **+65 3138 4827**. You can still proceed change your address in the app, but we will need to make sure your cleaner can still make it to your new address given her timetable on your scheduled cleaning day.
# Resetting your password We’ve updated our login process—there’s no need to set or remember a password anymore! 1. Simply [log in](https://app.luce.sg/login) using the **phone number** associated with your account. 2. You’ll receive a **One-Time Password (OTP)** via SMS. 3. Enter the OTP correctly, and you’re in—no password reset needed.
However, if you prefer to continue logging in via email, follow these steps: 1. On the **Sign In** page, scroll to the bottom and click **Sign in using other methods.**
2. Then click **Forgot Password?** to send a password reset link to your email.
# Frequently Asked Questions Here are some questions that clients frequently ask about our cleaning services. If you have any other questions, please feel free to get in touch with our team on WhatsApp or by phone call at one of the following numbers. For new customers, you can reach our sales team at **+65 3138 4879**. For existing customers, you can get in touch with our customer support team at **+65 3138 4827**.
Do I have to provide my own equipment? In sight of the pandemic, we are not providing publicly used cleaning equipment to homes in order to prevent the spread of germs. If you don’t have equipment, we can provide an equipment list that you can use to quickly shop for all of your home cleaning needs. If your home lacks storage space, we recommend using a telescopic mop pole that you can change the size of after use.
What tasks are not covered in our cleaning service? Our staff consists of a mix of locals and foreign permit holders. In line with Workplace Health and Safety guidelines and our liability insurance exclusions, the cleaners are not able to perform tasks that could potentially result in injury or liability issues such as providing care for the elderly or children. A list of common exclusions is shown below: ‍ 1. Cleaning high places or tall furniture that require a ladder or stepladder 2. Cleaning the exterior of windows or any furnishings and fittings on the outside of the house, with the exception of mopping balcony floors when the balcony has a safe handrail 3. Cooking or preparing meals 4. Assisting sick or elderly clients with home-based care exercises or procedures 5. Babysitting or caring for children or infants 6. Washing clothing by hand or cleaning footwear 7. Washing cars or cleaning the interior of the car 8. Gardening or cleaning the garden 9. Scrubbing the floor by hand 10. Cleaning animal waste, fish tanks or bird cages 11. Pet-sitting or walking pets
Can I change my scheduled sessions? Absolutely! We are happy to accommodate you if you can’t make a scheduled timing one week. Just let us know 3 days in advance and we’ll make the necessary arrangements with your part time maid. If you are going abroad and will not require cleaning, we are also more than happy to put your sessions on hold at no additional cost to you. To find out more about rescheduling a session, [visit this page](/viewing-and-changing-your-sessions/rescheduling-an-upcoming-session).
Are there any hidden costs or contractual obligations? There are no hidden costs. While part time maid agencies charge an agency fee which averages $300, for us you pay only the hourly rate and nothing else. You must complete a minimum session number for recurring cleaning contracts, which is 4 weeks' worth of sessions. After this, if you feel like you no longer need help cleaning, you can stop anytime!
How is Luce / HomeFresh different from other part-time maid agencies? HomeFresh operates on a company model, allowing our lineup of cleaners to act as our contractors and their quality of service to represent our company standards. Unlike other professional cleaning agencies, our relationship with you doesn't end once we pair you up with a cleaner. As the direct agency of our cleaners, we assure our clients that every transaction made will have our complete supervision and guidance. We also provide honest feedback and up-to-date cleaning advice to our cleaners in order to uphold our mission of providing the best cleaning service. We get feedback from our clients after every transaction to better understand their cleaning needs and develop the best cleaning solutions.
How do we ensure quality of service? Quality assurance for us begins on the first cleaning session. Subsequently, we ask you for feedback every month (or you can shoot us an email anytime) about your cleaning so we can iteratively improve on the way we clean your home. From experience, we know that no two cleaning assignments are the same, because people have different preferences. Some clients are very particular about the toilet, others the dusting of furniture, and yet others the shine of the stove top. Through a continual feedback loop with you, we aim to personalise each cleaning to your needs.
It's the scheduled time, why isn't the maid here yet? As our workers rely on public transport to get around, they are subject to traffic conditions and fluctuations in bus schedules. As such, they might be a little earlier or later by up to 15 minutes. This is especially true if it is her first time cleaning your apartment. Just as friends and family sometimes have trouble finding our place for house parties, our cleaners get lost sometimes too and we hope you can understand!
I'm not happy with the cleaner I was assigned. Can I change her? Of course. We would like to ask you to give your cleaner a chance first, and provide feedback to her and to us. We will guide the cleaner on improving her performance for you. If that still doesn't work, you can proceed to request for a change in cleaner. You can see instructions for this [on this page](/viewing-and-changing-your-sessions/permanently-changing-your-cleaner).
Can I get two cleaners at once? Sometimes, if we have spare manpower, we will send two cleaners down to one cleaning assignment to bring greater convenience to our customers since that allows us to finish in half the time. However, this is not something we guarantee and is an added bonus for you. As such, please always be prepared that we might only have one cleaner come down!\ \ The exception is that for assignments 6 hours and above, we accept and will honour requests for 2 cleaners. This is because cleaners get tired too, and having them work 6 hours would mean much slower work towards the end, and we want to guarantee value for money for our clients. Thus in these cases we send down 2 cleaners.
What should I do if my invoice is not correct? If there is any issue with your invoice, you can [follow the instructions on this page](/reporting-an-issue/reporting-an-issue-with-an-invoice-or-payment) to rectify it with our team. Please let us know as soon as you notice any issue so we can fix it for you quickly.
I haven't received my invoice. Where can I find it? You can find your invoice in Luce web app on the [Invoices](https://app.luce.com/profile/invoices) page. To view and pay your invoices, [follow the detailed instructions on this page](/viewing-and-paying-your-invoices). Your invoice will have also been sent to your email, but you may need to search your Spam or Junk inbox in case the email was directed there.
# Home Cleaning FAQ Here are some questions that clients frequently ask about our cleaning services. If you have any other questions, please feel free to get in touch with our team on WhatsApp or by phone call at one of the following numbers. For new customers, you can reach our sales team at **+65 3138 4879**. For existing customers, you can get in touch with our customer support team at **+65 3138 4827**.
Do I have to provide my own equipment? In sight of the pandemic, we are not providing publicly used cleaning equipment to homes in order to prevent the spread of germs. If you don’t have equipment, we can provide an equipment list that you can use to quickly shop for all of your home cleaning needs. If your home lacks storage space, we recommend using a telescopic mop pole that you can change the size of after use.
What tasks are not covered in our cleaning service? Our staff consists of a mix of locals and foreign permit holders. In line with Workplace Health and Safety guidelines and our liability insurance exclusions, the cleaners are not able to perform tasks that could potentially result in injury or liability issues such as providing care for the elderly or children. A list of common exclusions is shown below: ‍ 1. Cleaning high places or tall furniture that require a ladder or stepladder 2. Cleaning the exterior of windows or any furnishings and fittings on the outside of the house, with the exception of mopping balcony floors when the balcony has a safe handrail 3. Cooking or preparing meals 4. Assisting sick or elderly clients with home-based care exercises or procedures 5. Babysitting or caring for children or infants 6. Washing clothing by hand or cleaning footwear 7. Washing cars or cleaning the interior of the car 8. Gardening or cleaning the garden 9. Scrubbing the floor by hand 10. Cleaning animal waste, fish tanks or bird cages 11. Pet-sitting or walking pets
Can I change my scheduled sessions? Absolutely! We are happy to accommodate you if you can’t make a scheduled timing one week. Just let us know 3 days in advance and we’ll make the necessary arrangements. If you are going abroad and will not require cleaning, we are also more than happy to put your sessions on hold at no additional cost to you. To find out more about rescheduling a session, [visit this page](/viewing-and-changing-your-sessions/rescheduling-an-upcoming-session).
Are there any hidden costs or contractual obligations? There are no hidden costs. While part time maid agencies charge an agency fee which averages $300, for us you pay only the hourly rate and nothing else. You must complete a minimum session number for recurring cleaning contracts, which is 2 weeks' worth of sessions. After this, if you feel like you no longer need help cleaning, you can stop anytime!
How is Luce different from other part-time maid agencies? Luce operates on a company model, allowing our lineup of cleaners to act as our contractors and their quality of service to represent our company standards. Unlike other professional cleaning agencies, our relationship with you doesn't end once we pair you up with a cleaner. As the direct agency of our cleaners, we assure our clients that every transaction made will have our complete supervision and guidance. We also provide honest feedback and up-to-date cleaning advice to our cleaners in order to uphold our mission of providing the best cleaning service. We get feedback from our clients after every transaction to better understand their cleaning needs and develop the best cleaning solutions.
How do we ensure quality of service? Quality assurance for us begins on the first cleaning session. Subsequently, we ask you for feedback every month (or you can shoot us an email anytime) about your cleaning so we can iteratively improve on the way we clean your home. From experience, we know that no two cleaning assignments are the same, because people have different preferences. Some clients are very particular about the toilet, others the dusting of furniture, and yet others the shine of the stove top. Through a continual feedback loop with you, we aim to personalise each cleaning to your needs.
It's the scheduled time, why isn't the cleaner here yet? As our workers rely on public transport to get around, they are subject to traffic conditions and fluctuations in bus schedules. As such, they might be a little earlier or later by up to 15 minutes. This is especially true if it is her first time cleaning your apartment. Just as friends and family sometimes have trouble finding our place for house parties, our cleaners get lost sometimes too and we hope you can understand!
I'm not happy with the cleaner I was assigned. Can I change her? Of course. We would like to ask you to give your cleaner a chance first, and provide feedback to her and to us. We will guide the cleaner on improving her performance for you. If that still doesn't work, you can proceed to request for a change in cleaner. You can see instructions for this [on this page](/viewing-and-changing-your-sessions/permanently-changing-your-cleaner).
Can I get two cleaners at once? Sometimes, if we have spare manpower, we will send two cleaners down to one cleaning assignment to bring greater convenience to our customers since that allows us to finish in half the time. However, this is not something we guarantee and is an added bonus for you. As such, please always be prepared that we might only have one cleaner come down!\ \ The exception is that for assignments 6 hours and above, we accept and will honour requests for 2 cleaners. This is because cleaners get tired too, and having them work 6 hours would mean much slower work towards the end, and we want to guarantee value for money for our clients. Thus in these cases we send down 2 cleaners.
What should I do if my invoice is not correct? If there is any issue with your invoice, you can [follow the instructions on this page](/reporting-an-issue/reporting-an-issue-with-an-invoice-or-payment) to rectify it with our team. Please let us know as soon as you notice any issue so we can fix it for you quickly.
I haven't received my invoice. Where can I find it? You can find your invoice in Luce web app on the [Invoices](https://app.luce.sg/profile/invoices) page. To view and pay your invoices, [follow the detailed instructions on this page](/viewing-and-paying-your-invoices). Your invoice will have also been sent to your email, but you may need to search your Spam or Junk inbox in case the email was directed there.
# Aircon Servicing FAQ Here are some questions that clients frequently ask about our aircon services. If you have any other questions, please feel free to get in touch with our team on WhatsApp or by phone call at one of the following numbers. For new customers, you can reach our sales team at **+65 3138 4827**.
What types of air conditioners do you service and repair? We repair & service all types and brands of wall- and ceiling-mounted aircons sold in Singapore, along with ducted, window and portable units. We currently do not service central aircon systems.
What is the difference between general servicing, chemical wash and overhaul? General servicing involves washing the filters, evaporator coil, fan blower wheel and drainage pipe. We check for sludge in the drainage pipe that can lead to leaking and clear this with a wet vacuum. General servicing improves the cooling efficiency of the unit and can be done as frequently as every month. Most tenancy agreements only require four times per year and this is generally sufficient to keep the aircon cool and in good shape unless there are specific requirements to keep the room free of circulated dust such as in laboratories or healthcare clinics. Chemical washes and overhauls involve everything from standard general servicing plus cleaning the fan coil with a strong alkaline chemical to remove dust or mould that are stuck inside the coil. This greatly improves the cooling capacity of the aircon if there was a build-up of debris inside the coil, and the cooling ability of the aircon is generally considerably stronger after chemical cleaning. An overhaul involves dismantling the aircon completely off the wall so that we can clean each compartment individually. We do not recommend overhaul for units older than 10 years, as the plastic can become brittle and it is a breakage hazard when we dismantle it. Chemical wash is fine for units of all ages. Both types of chemical cleaning are very thorough and we recommend them mostly for aircons that are used very often and haven't been serviced in a while, or an aircon that isn't as cold anymore.
When should I book a repair or diagnostic service? Please book a diagnostic / repair session if a your aircon is not turning on, is making loud noises, dripping water, is blowing hot air, or is experiencing any other abnormal issues that you can't find an immediate solution for online. We will do our best to repair the issue in the same session, but if you require a follow-up repair appointment, we will deduct the charge of the diagnostic fee from the follow-up appointment.
What is condenser washing and when should I get it? The condenser is the outdoor unit that powers the cooling coil of your air conditioning system. For most houses, all indoor aircons are connected to a single condenser unit. Since the condenser is outdoor and exposed to the elements, it can easily accumulate dust and grime. Condenser washing involves jet cleaning of the condensing unit, its coil and the fan, and helps to increase the cooling and electrical efficiency of your condenser. To book a condenser wash, please make sure your condenser is in a safe place to reach and is accessible for our technicians.
How long does it usually take to service my unit? A general aircon servicing session usually takes between 20-30 minutes per unit, depending on the condition of the unit. Chemical washes take between 30-45 mintues per unit, and chemical overhauls take between 90-120 minutes per unit.
How often should I chemically clean my aircon unit? Chemical cleaning (by chemical wash or overhaul) uses strong alkali solution to clean the fan coil. We do not recommend chemically cleaning air conditioners more than once every six months.
Do you have service and repair warranty? We offer a 30-day service & repair warranty. We encourage you to let us know immediately through our customer support hotlines if something goes wrong with your unit after servicing and we will be back to fix it.
How many technicians do you usually send? We typically send only one technician per service or repair request; however, there may be rare cases in which we send more, depending on the nature of the service or repair.
Will you technicians call or text before they arrive? Yes. They will confirm that they are on their way prior to their scheduled appointment.
Why is it necessary to service my air conditioner? Dust and debris can accumulate in your air conditioner if you don't do regular service on it. As a result, the filters will become clogged with debris and your aircon will not operate at its best since the airflow will be obstructed. If your fan coil and filters are covered with dust, the air that is circulated may be several degrees warmer than it should be. Due to this, you may need to set your aircon at a lower temperature than normal to stay comfortable, and this results in increased electricity usage for the unit. Moreover, regular air conditioning allows you to spot and rectify problems with the unit early, extending the lifetime of your unit.
Why isn't my air conditioner cool anymore? If your air conditioner is not as cool as it used to be, it may be due to a build-up of dust or debris on the filters and evaporator coil. This can be fixed by general servicing. Cooling problems can also be related to an issue with the outdoor unit. If the aircon is not cold at all it may be due to a lack of refrigerant gas in the system. The cause of cooling issues can vary and it is difficult to diagnose over the phone, so it's best to have an specialist inspect and diagnose it.
Why won't my aircon work at all? There may be a problem with the unit itself or to its connection to the power source, which would prevent your air conditioner from functioning. Check the switch to see if it is plugged in. You may also need to know whether or not your electrical panel is operating properly. We recommend booking a diagnostic session if you can't solve it by ensuring the power is on.
Why has my air conditioner started dripping water? In most cases, when the aircon drainage pipe is clogged, water spills from the unit. The drainage pipe becomes clogged from dust that mixes with water on the evaporator coil. Depending on the severity of the clog it can generally be solved in 15-20 minutes using a high-powered wet vacuum to remove the sludge.
How do I pay? We will send you an invoice after we've finished your service appointment. We accept credit cards, bank transfers, and PayNow.
What should I do if my invoice is not correct? If there is any issue with your invoice, you can [follow the instructions on this page](/reporting-an-issue/reporting-an-issue-with-an-invoice-or-payment) to rectify it with our team. Please let us know as soon as you notice any issue so we can fix it for you quickly.
I haven't received my invoice. Where can I find it? You can find your invoice in Luce web app on the [Invoices](https://app.luce.sg/profile/invoices) page. To view and pay your invoices, [follow the detailed instructions on this page](/viewing-and-paying-your-invoices). Your invoice will have also been sent to your email, but you may need to search your Spam or Junk inbox in case the email was directed there.
# What type of aircon unit do I have? Are you unsure about the type of air conditioning unit you have in your home or office? In order to book an appointment with us we need to make sure we send someone who is familiar with the type of air conditioning system you use. In this guide, we will explore six common types of air conditioning units in Singapore: wall-mounted, ceiling-mounted (cassette), window unit (casement), ducted, portable, and central units. *** ![](/files/rob6HhkWeFs3JSLwBbx5) **Wall-Mounted Unit** A wall-mounted air conditioning unit is installed on the wall, typically near the ceiling. This is the most common air conditioning unit type in most condos and HDBs in Singapore. It consists of a rectangular indoor unit and an outdoor compressor unit. The indoor unit is mounted on the wall and blows cool air into the room. It generally has a compact design and has a digital display and control buttons. *** ![](/files/c7PbBiWMXWopCR1WOyVF) **Ceiling-Mounted (Cassette) Unit** A ceiling-mounted air conditioning unit, also known as a cassette unit, is installed in the ceiling. It can be suspended from the ceiling or installed inside it. It has a square or rectangular shape and is flush with the ceiling surface. The cassette unit is has multiple air vents that distribute cool air evenly across the room. It blends well with the ceiling and is controlled through a remote or wall-mounted control panel. *** ![](/files/GAv0oU4KiDSTIKDof3Nv) **Window Unit (Casement)** A window air conditioning unit, also called a casement unit, is designed to fit in a window frame or a slot cut into a wall. It consists of a single unit with both the evaporator and condenser in the same container. The window unit is installed directly in a window or wall opening. It has a compact form factor, with one side exposed to the exterior and the other side facing the interior. It typically has manual controls or a remote. *** ![](/files/JnYro6pqbv9DrX8YhauH) **Ducted Unit** A ducted air conditioning unit is concealed within the structure of a building. It consists of a central indoor unit connected to a series of ducts that distribute cool air throughout the building. The indoor unit is usually hidden in a ceiling, wall or crawl space, with only the vents visible in the room. It provides centralised cooling and can be controlled via a thermostat or a central control panel. *** ![](/files/dJEp4MNPj4KJLoxSwoXs) **Portable Unit** A portable air conditioning unit is a standalone unit that can be moved from one room to another. It typically has wheels for easy mobility. The unit includes an exhaust hose that needs to be vented out of a window or through a wall. Portable units come in different sizes and designs, but they usually have a control panel or remote for adjusting settings. They provide localised cooling and are ideal for smaller spaces or temporary use. Portable air conditioners are generally difficult to service and top-up refrigerant gas due to their unconventional designs. *** ![](/files/qIGPhaoatURceYT3gaDx) **Central Aircon Unit** Centralised air conditioning units are designed to cool larger spaces, such as commercial buildings, offices, malls or multi-room residences, by utilising a network of ducts and vents. The indoor unit, located in a utility room, basement or in the roofing, contains the evaporator coil, blower fans, and controls, and is connected to a series of ducts that distribute cool air to individual rooms or zones. Registers or vents in each area allow for adjustable airflow, while a thermostat or central control panel maintains the desired temperature throughout the building. The appearance of the ducts of these units can sometimes be indistinguishable from ducted aircon units. Maintenance of these units can be difficult as it may require access to the interior of the ceiling or cooling tower. # Recommended Equipment List To ensure the highest level of hygiene and maintain a clean environment for each client, we do not provide shared cleaning tools. This policy helps us prevent cross-contamination and ensures that every home receives the best possible care As such, our helpers will use the equipment / material that you have at home. Here is a recommended list: * Microfiber Cleaning Cloths * Multi-purpose Cleaner * Spray Regular Cloths * Medium Sized Bucket/Small Hand Bucket * Duster * Glass Cleaner Spray * Toilet Brush * Floor/Wall Scrub Brush * Floor Squeegee * Rubber Hand Gloves * Dishwashing Liquid * Dishwashing Sponge * Trash Bag * Vacuum Cleaner/Broom * Dustpan * Cif Cream Cleanser (Stove/Hob Degreaser) * Mop and Bucket * Floor Cleaner Liquid * Iron and Iron Board (if needed) Don't worry if you don't have some items, in general our helpers are flexible enough to work with the items that you have at home :)