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 Visits or History page. On the session in which the issue occurred, click the ... symbol in the bottom right-hand corner of the visit card in which the negative event happened.

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:

• Attendance: The cleaner was late or left early

• Careless or Rude Behaviour: The cleaner was inattentive, rude or careless

• No Show: The cleaner didn't show up at all

• Poor Cleaning: You aren't satisfied with your cleaner's cleaning quality

• Property Damage: Your cleaner has damaged something in your home

• Others: Any other issue you're having with your cleaner or your cleaning sessions

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 [phone] 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 for our guidelines on property damage and reimbursements.