Post-renovation Cleaning

After completing the payment, you will receive a confirmation email. Meanwhile, we will start the matching process to find a cleaner for you. Upon successful matching, you will receive a booking success confirmation email. If no matching can be made, you will receive an email stating your unsuccessful application, while the authorized payment will be refunded to your account.

For the safety of our clients, cleaners can only take orders after our examination proven they have not been to mainland China for the past 14 days and they will wear a mask during services. By the same way, we strongly recommend clients who have been to mainland China for the past 14 days or having related symptoms (e.g. fever/ cough/ sore throat) to seek for medical consultation and quarantine themselves at home. Please do not arrange any home service and inform Toby to reschedule the services during this period of time. (Administrative fee waived). Safety of clients and cleaners is our first priority.

No, because it will affect the work progress of the cleaning staff and affect the cleaning effect. We do not guarantee the cleaning quality if the apartment is still under construction.

-If items have been placed in the cabinet before cleaning, only the outer wall of the cabinet door will be cleaned.

-Only when there is no chance for pedestrians or animals to pass under the window, will the outer wall of the window be wiped with a tool, otherwise it will only be wiped with a hand on the premise of safety.

-Post-renovation cleaning service does not include cleaning up debris and discarding old furniture/construction waste/large garbage (such as wooden boards, cardboard boxes, floor tiles, etc.).

-Please make sure that the renovation project has exited the site before cleaning.

-If the service cannot be performed due to obstructions, construction work, or other reasons after the service staff arrives, the service on the same day will be cancelled and no refund will be given.

Yes, you can, but the following cancellation policy applies:

Cancellation - You need to cancel at least one business day before the service usage time. You will be charged a $100 administrative fee for cancellation, and the remaining balance of the service will be refunded within 7-14 business days. If you cancel on the day of the service, no refund will be given. We suggest you continue to let the service personnel serve you.

Changes - We only accept changes made at least one business day before the service usage time, and a $50 administrative fee will be charged for each change in service. If you request changes on the day of the service, your request will not be accepted. We suggest you continue to let the service personnel serve you.

If we are unable to successfully match a service personnel, and you request to change before the service usage time, you can change the service date and time for free.

Please kindly pay attention to the door bell or phone's notification to ensure that you can open the door for our service providers. If customers failed to open the door on time, our service providers will wait nearby for 45mins. If customers still failed to open the door for the service, the service providers have the right the leave and terminate the services. If customers arrived, the service providers will continue serve for you according to the original time slots. No refund or rescheduling would be accepted for the above situations. For any service modification, please kindly contact us at 3703 3250 in at least 1 business day (within office hours) before the service.

For more FAQ about home cleaning service, please refer to https://support.hellotoby.com/hc/en-us/articles/360023890633-Toby-Home-Service-FAQ-T-C