Question 1

How does HomeHelpy work?

Accepted Answer

How does HomeHelpy work?

HomeHelpy lets you book Classic Cleaning and Aircon Servicing directly online. For Deep Cleaning, Disinfection, and Office Cleaning, our team will review your requirements first and follow up with the next steps or a tailored quote.

How do I make a booking?

How does HomeHelpy ensure service quality?

I have booked a session. What comes next?

Do I have to be present when the HomeHelper arrives?

What should I do if I face any problems with my booking?

Question 2

How do I make a booking?

Accepted Answer

Choose a service from our website and follow the booking flow. Direct bookings require an account so you can manage your sessions, payments, and booking history. Quote-based services can be requested through the service page or WhatsApp.

Question 3

How does HomeHelpy ensure service quality?

Accepted Answer

We are highly selective about the HomeHelpers and technicians we bring on board. Every applicant is vetted for the right aptitude and attitude, and our team members complete in-house training before serving customers.

Question 4

I have booked a session. What comes next?

Accepted Answer

You will receive a confirmation email after your booking and payment are confirmed. Your session will appear under My Bookings, where you can view details, reschedule when eligible, and access invoices after payment is collected.

Question 5

Do I have to be present when the HomeHelper arrives?

Accepted Answer

We recommend being present for the first visit so you can orientate your HomeHelper or technician, provide access, and share any specific expectations.

Question 6

What should I do if I face any problems with my booking?

Accepted Answer

WhatsApp us at +65 8938 8171 and we will do our best to respond within the day.

Question 7

Can I reschedule my session?

Accepted Answer

Yes, if the session is still more than 24 hours away. Regular subscription and one-time sessions can be rescheduled once per booking per calendar month, and must stay within the same billing period. Package sessions can be rescheduled any number of times, as long as the new date falls within the package validity period. Rescheduling is available from My Bookings when eligible.

Question 8

Can I cancel a one-time Classic Cleaning session?

Accepted Answer

Yes. You can cancel a one-time Classic Cleaning session from My Bookings, provided it is more than 24 hours before the session start time. Sessions within 24 hours cannot be cancelled.

Question 9

What happens if I cancel one session in a subscription?

Accepted Answer

Cancelling one subscription session removes only that session. Your subscription plan remains active, future sessions continue, and future subscription charges will still apply.

Question 10

How do I terminate a Classic Cleaning subscription plan?

Accepted Answer

You can terminate the full plan from My Bookings. This cancels upcoming sessions and stops future charges. If the plan is still within the 90-day commitment period, a $50 early termination fee may apply.

Question 11

Can I cancel or terminate an Aircon Servicing booking?

Accepted Answer

Aircon bookings are paid upfront, so cancellation or plan termination is handled by our support team. Please WhatsApp us at +65 8938 8171 if you need help with an aircon booking.

Question 12

What happens if nobody is home during the scheduled visit?

Accepted Answer

For Aircon Servicing, a $40 transport fee applies if our technician arrives and the customer is not present. Please make sure someone is available at the booked time to provide access.

Question 13

How do I update my payment card?

Accepted Answer

Go to Account Settings, open the Payment tab, and select Manage Cards. You will be redirected to Stripe's secure billing portal to update, add, or remove your saved card.

Question 14

When will my card be charged?

Accepted Answer

One-time bookings are paid during checkout. Subscription bookings show the upcoming charge date and amount due in My Bookings, and your saved card is charged according to the plan schedule.

Question 15

Are there any hidden charges?

Accepted Answer

No. The amount shown before checkout is the amount you approve for that booking, add-on, or package purchase. If optional aircon add-ons or extra work are needed later, they are shown separately and require confirmation before payment.

Question 16

Why do I need to top up when rescheduling my one-time general cleaning session?

Accepted Answer

One-time general cleaning sessions use dynamic pricing, so some dates and times may cost more depending on demand and availability. If you reschedule to a higher-priced slot, we will show the extra amount before you confirm. If the new slot is the same price, cheaper, or only slightly higher, there is no top-up. If your original booking used an eligible promo code, it is already included when we calculate the amount due.

Question 17

What should I do if my card charge fails?

Accepted Answer

Update your card from Account Settings > Payment > Manage Cards, then retry the payment if prompted. If the issue continues, contact us on WhatsApp so our team can help check the booking.

Question 18

Where can I view payment history and invoices?

Accepted Answer

You can view recent transactions from Account Settings under the Payment tab. Invoices are available from My Bookings after payment has been collected, and a copy is also sent to your email.

Question 19

Does HomeHelpy store my card details?

Accepted Answer

No. Card details are managed securely by Stripe. HomeHelpy only receives the information needed to display your saved payment method and process approved charges.

Question 20

Can I use a different card during checkout?

Accepted Answer

Yes. If you do not want to use a saved card, or if the saved card cannot be charged, checkout will let you choose another payment method securely through Stripe.

Question 21

How does the HomeHelpy referral programme work?

Accepted Answer

Share your personal referral code or link with a friend. When they sign up through it, they receive 1 free hour of cleaning straight away, which applies to their first booking. Once their first session has been completed and paid for, you receive 1 free hour as well.

Question 22

Where do I find my referral code and link?

Accepted Answer

Your code appears in the Refer & Earn banner on your dashboard, and on the My Rewards page. Your shareable link is www.homehelpy.com/ref/ followed by your code. The code is 6 characters long, generated once for your account, and does not change.

Question 23

When do I receive my free hour for referring someone?

Accepted Answer

After your friend's first session has been completed and paid for, not when they sign up. Our system checks for completed sessions every 15 minutes and credits the hour automatically, and we email you once it is available. The reward is held until completion so that bookings which are cancelled or repeatedly rescheduled do not trigger a payout.

Question 24

What can I use my free hours on?

Accepted Answer

Free hours apply to one-time Classic Cleaning bookings only. They cannot be used for Aircon Servicing, weekly or fortnightly cleaning plans, session packages, or aircon add-on charges. There is no code to enter — available hours are applied automatically at checkout.

Question 25

Can I use more than one free hour on a single booking?

Accepted Answer

Yes. Every friend who qualifies earns you another hour, and hours can be combined on the same booking up to the length of that session, so a 3-hour booking can take up to 3 free hours. You choose how many to apply at checkout, and the remainder stays in your account. Hours closest to expiring are always used first.

Question 26

Can I combine a free hour with a promo code?

Accepted Answer

No. Free hours and promo codes cannot be stacked on the same booking. Checkout compares both and automatically applies whichever gives you the larger discount.

Question 27

Do free hours expire?

Accepted Answer

Yes. Each free hour is valid for 60 days from the date it is issued. We send an email reminder 7 days before it lapses. Once an hour expires it can no longer be used.

Question 28

Is there a time limit for my friend to complete their first booking?

Accepted Answer

Yes. If your friend has not completed a qualifying first session within 60 days of signing up, the referral lapses and no reward will be issued for it.

Question 29

How much is a free hour worth?

Accepted Answer

A free hour is worth the hourly rate of the slot you book. One-time Classic Cleaning uses demand-based pricing, so the value depends on the date and time selected. The discount is always shown before you pay.

Question 30

What are the terms of the referral programme?

Accepted Answer

You cannot refer yourself. Each new customer can only be referred once, and the referral code must be entered when they sign up — it cannot be added to an existing account afterwards. Free hours are non-transferable, have no cash value, and are redeemable only through the Platform. Creating multiple accounts to claim rewards may result in cancellation of the rewards, suspension of the account, and recovery of discounts already applied. HomeHelpy may modify or discontinue the programme with reasonable notice; hours already issued and valid at that time will not be cancelled retroactively. The full terms are set out in section 11 of our Terms & Conditions.

Question 31

What does a general cleaning session cover?

Accepted Answer

Each session covers routine upkeep across your home's key areas, including the kitchen, living room, dining area, bedroom, bathroom, study, balcony, and foyer. Tasks include surface dusting, floor vacuuming and mopping, wiping kitchen counters and exterior surfaces, bathroom cleaning, trash clearing, and general tidying.

Question 32

Can I choose between a 3-hour or 4-hour session?

Accepted Answer

Yes. Sessions are available in 3-hour and 4-hour options. A 3-hour session suits smaller homes or a standard upkeep routine, while a 4-hour session allows more thorough coverage, especially if you plan to include additional tasks within the same booking.

Question 33

What additional tasks can I add to my session?

Accepted Answer

You can add ironing (1 hr), interior fridge cleaning (1 hr), window cleaning (2 hrs), or bedsheet changing for 3 rooms (45 mins). These are completed within your booked session time, so the time available for general cleaning will be adjusted accordingly. A 4-hour session is recommended if you plan to include extras.

Question 34

What do I need to prepare before the HomeHelper arrives?

Accepted Answer

Please ensure these tools are accessible: colour-coded cloths, broom, vacuum cleaner, duster, mop and bucket, rubber gloves, glass wiper, and a scrubbing sponge. Your HomeHelper will bring the cleaning products and solutions needed for the session.

Question 35

How does pricing differ across booking frequencies?

Accepted Answer

One-time sessions use demand-based pricing starting from $16/hr, so quieter dates and time slots cost less and the most requested ones cost more. The exact rate for the slot you pick is always shown before you pay. Weekly and fortnightly sessions are priced at a flat $25/hr, offering better value for ongoing home maintenance. Recurring bookings help keep your home consistently clean without the volatility of a one-off session.

Question 36

Is general cleaning suitable for post-renovation or deep stain removal?

Accepted Answer

No. General cleaning is designed for regular home maintenance and works best when done consistently. For post-renovation cleanup, heavy debris, deep stain treatment, or intensive surface restoration, a deep cleaning service would be more appropriate.

Question 37

What are HomeHelpy session packages?

Accepted Answer

Session packages are prepaid General Cleaning credits. Each credit covers one package session with the duration shown on the package, so you can pay once and book the sessions when you need them.

Question 38

Which services can package credits be used for?

Accepted Answer

Package credits can be used for General Cleaning package sessions only. They cannot be used for Aircon Servicing, Deep Cleaning, Disinfection, Office Cleaning, or aircon add-on charges.

Question 39

How do I buy a session package?

Accepted Answer

Choose a package, review your details, and complete payment through secure checkout or your saved card. Once payment is confirmed, the package appears under My Packages and can be selected in the General Cleaning booking flow.

Question 40

How do I use my package sessions?

Accepted Answer

Book General Cleaning and choose My Package at the plan step. You can schedule one or multiple dates up to your remaining credits. One credit is deducted after each package session booking is confirmed.

Question 41

Do unused package sessions expire?

Accepted Answer

Yes. Each package has a validity period shown before payment and inside My Packages. Sessions must be booked within the package validity period; once the package lapses, unused credits can no longer be used.

Question 42

Can I reschedule a package session?

Accepted Answer

Yes, package sessions can be rescheduled any number of times, as long as the session is more than 24 hours away and the new date falls within the package validity period.

Question 43

Can I cancel a package session?

Accepted Answer

Package session cancellations are handled by our support team. WhatsApp us at +65 8938 8171 and we will check your package, timing, and available options. Sessions within 24 hours cannot be cancelled.

Question 44

What happens when all credits are used or the package expires?

Accepted Answer

When all credits are used, the package is marked as depleted and moves to your past packages. If the validity period ends while credits remain, the package lapses and the unused credits can no longer be used.

Question 45

What is included in a standard general servicing visit?

Accepted Answer

Each visit covers a 9-step process: cleaning the front panel, cover, and air filters; checking the deodorising and purifying filter; cleaning the indoor evaporator coil and drainage tray; vacuuming the drainage system; brushing the outdoor condenser coil; cleaning the blower roller and lubricating the fan bearing; checking compressor suction and discharge pressure; and tightening all electrical contacts.

Question 46

Which unit types and property types are covered?

Accepted Answer

Standard servicing rates apply to wall-mounted, ceiling cassette, and ducted units in HDB, condominium, and landed properties, provided the unit is accessible with a standard 10-11 step ladder. Some condominium units are installed at heights exceeding standard ladder reach; in these cases, our technician will assess on-site and confirm any revised pricing before proceeding. For office, commercial, or other non-residential units, please contact us for a separate quote.

Question 47

How long does a servicing session take?

Accepted Answer

Each unit takes approximately 10-15 minutes. Our system automatically calculates the total session duration based on your unit count. Sessions exceeding one hour are allocated a 2-hour slot to ensure thorough work without rushing.

Question 48

How many units can I book in one session?

Accepted Answer

You can book from 1 to 10 units per session directly on our website. A single one-time unit is charged at $40. One-time servicing for 2 units is $60, and one-time servicing for 3 or more units starts from $69 for 3 units.

Question 49

What is the difference between one-time and quarterly servicing?

Accepted Answer

One-time servicing is suitable for ad-hoc maintenance. Quarterly servicing schedules 4 visits per year and is useful for homes that want regular upkeep. Pricing is shown during booking based on your unit count.

Question 50

Do you offer chemical wash, gas top-up, or other add-ons?

Accepted Answer

Yes. If our technician identifies an add-on need during servicing, they will explain the issue and confirm the description and cost before recording it. Add-on prices depend on the work required and are confirmed during the visit.

Question 51

How often should I service my units?

Accepted Answer

Units in daily use should be serviced every 3 months. Units used occasionally benefit from at least bi-annual servicing. Singapore's humidity accelerates dust and moisture buildup, making regular maintenance essential for performance and longevity.

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