Question 1

What is the booking process like?

Accepted Answer

After completing payment, you will receive a payment confirmation email. Toby will then start to match you with an available Pro tailored to your service goals. Once we find the right match, you will receive a booking success confirmation email. In the case that Toby cannot find an available Pro, you will receive an email for an unsuccessful booking. Your authorized payment will be refunded back to your original form of payment shortly after.

Question 2

COVID-19 Safety Protocols

Accepted Answer

For the safety and health of our clients, cleaners can only take orders after we verify that they have not been to mainland China in the past 14 days and that they will wear a mask during services. In order to prevent the spread of the virus, we strongly recommend clients who have been to mainland China in the past 14 days or have COVID-related symptoms (e.g. fever, cough, sore throat, etc.) to seek medical consultation and self-quarantine at home. Please do not arrange for any home services during this time. Reach out to our support team to reschedule any previously scheduled appointments and we will waive all administrative fees for you. The safety of our clients and cleaners is our first priority.

Question 3

Can I cancel or modify the booking after purchasing?

Accepted Answer

Rescheduling

Question 4

Do your Pros have insurance?

Accepted Answer

HelloToby has purchased a basic insurance plan for all home service personnel. However, since we are a platform matching jobs for service providers, we recommend that you purchase the insurance for Pros according to the Employees' Compensation Ordinance.

Question 5

Any expiry date for service packages？

Accepted Answer

Yes, expiry dates for service packages can be found in your package details. After purchasing the package, all services should be used before the expiry date or they will be forfeited.

Question 6

Will the cleaner bring their own cleaning supplies?

Accepted Answer

We strongly recommend purchasing and providing cleaning supplies for the cleaner. Otherwise, you may be responsible for paying back the purchases made by your cleaner, and an additional hour will be enforced on top of the total cleaning time in order to compensate for the time spent purchasing the supplies.

Question 7

Reminder before service provider comes

Accepted Answer

Please kindly pay attention to the door bell or phone notifications to ensure that you can open the door for our service providers. If customers fail to open the door on time, our service providers will wait nearby for 45 minutes. If customers still fail to open the door for the service provider after 45 minutes, the service providers have the right to leave and terminate the service. If customers answer the door after the first 45 minutes, the service providers will continue to provide services according to the original time slots. No refund or rescheduling will be accepted for the above situations. For any service modification, please kindly contact us at 3703 3250 during our business hours at least one business day before the service date.

Question 8

More FAQ about Home Cleaning service.

Accepted Answer

For more FAQ about our home cleaning service, please refer to https://toby.fyi/YP00Z5