For all Helpling Prestige Tier bookings, Helpling guarantees:

• A 100% satisfaction promise on cleaning quality
• If you’re not satisfied, you can choose:
• A free re-clean within 5 business days
• Or full credit to your Helpling wallet (valid 6 months)

How to Claim:

1. Report your issue within 24 hours of job completion
2. Provide photos and a short description of the problem
3. Our concierge team will investigate within 2 business days
4. Choose your resolution: re-clean or credit

Terms & Conditions

Eligibility:

• Valid only for customers who booked under the Prestige Tier
• Customer must be present or reachable on-site at the time of service
• Cleans are applicable only to general cleaning. Move-in/move-out or post-renovation clean are not included.
• Failure to provide proper equipment may affect cleaning quality. No refunds will be issued in such cases.

Scope:

• Covers cleaning quality, missed tasks, or unsatisfactory professionalism
• Does not cover personal preference mismatches (e.g., “I didn’t like how she folded the towels” unless a standard was not met)
• Does not cover missed tasks due to insufficient duration booked (e.g., a 3hour booking for a 4BR home)

Exclusions:

• Claims submitted after 24 hours post-cleaning
• Cases where customer requests were not communicated clearly (e.g., no instructions given and no pre-cleaning walkthrough)
• Damage, theft, or loss claims (rest assured, these are handled under a separate insurance policy)

Re-clean conditions:

• Must be scheduled within 5 days of the original booking
• Limited to the same scope as original job (e.g., 3-hour clean = 3-hour re-clean)

Credits:

• Will be issued to the customer’s Helpling Wallet
• Not transferable or redeemable for cash

Fair Usage Clause:

• Helpling reserves the right to amend any terms and conditions
• Helpling reserves the right to reject any claims without providing valid reasons
• Helpling reserves the right to investigate repeat claims or potential abuse of this guarantee
• Abuse may result in disqualification from the Prestige Guarantee programme or further bookings