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. (not too sure how to word this, but basically MBG will not cover houses where conditions are too poor or the clean too extensive or if their expectations is deep cleaning)
• 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