Frequently Asked Question

Home Cleaning Service

Our network of home cleaners cover Hong Kong Island, Kowloon and New Territories. Bookings need to be made at least one day in advance. Appointments made through our platform, takes on average one working day to match the proposed cleaning appointment with a suitable cleaner.

After completing the payment, you will receive a confirmation email. Meanwhile, we will start the matching process to pair up a domestic helper 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 before the service, while the authorized payment will be refunded to your account.

Please be advised that we will be available to hear from you any time between Monday to Sunday 9 am to 6pm.

Lazy maintains a vast network of experienced , top-rated cleaners. They know best how to make homes welcoming. Our professionals are assigned circumstantially. What you do want to know is that we always pick the best-suited individual for your assignment; Trust is important, and so is consistency. We encourage you to build fitting relationships with our professionals.

We also encourage and promote our home helpers to devote themselves to their preferred user. This is why we have included preference options to facilitate your selection of favourite professional on our mobile app. But no surprise, popular helpers are easily occupied, so make your booking in advance or in a fixed schedule. While your interest is registered, we will prioritise your request; We will let you have details about your assigned professional prior to your appointment.

You can reschedule any booking for free at least 24 hours in advance of the scheduled start time. You can also skip a booking within the subscription period.

If you want to adjust the total length of the booking, go to the booking details and select Edit Duration. You can choose your new booking length.

Before making any changes, please seek the he consent from your cleaner, whether she is available or not to work overtime

With regards to subscriptions plans they are:

• Cheaper
• We will prioritise the same cleaner for you so that you can expect consistency
• You can swap cleaners without limitation
• If you need to skip a booking within your minimum commitment term, you can reschedule any booking for free at least 24 hours in advance of the scheduled start time
• Dedicated customer service

One Time Cleaning Service

• Flexible booking
• Cancel and reschedule your cleaning for free up to 24 hours in advance

This is up to your preference. Some users give their keys to their housekeepers after trust is built while others prefer to be at home and be watchful during the service.

The service fee will be charged the moment you place the order, in prior to the appointment. Payment is processed and protected by Third-Party payment companies (Braintree/PayPal), all the information of user is strictly confidential.

We like to keep our positions covered, as we do for yours. We have covered 3rd party liability insurance and personal accident insurance for all our home cleaning services.

Yes, you can change your home cleaner thought our app anytime.

The Lazy platform is made to be flexible, but we have some rules.

Our policies are designed to promote a reliable, consistent experience for customers.

While we know schedules can change quickly, rescheduling or skipping a booking with short notice causes professional cleaners to lose valuable work. Therefore, fees apply when bookings are cancelled or rescheduled within 24 hours (but more than 2 hrs) of your booking's start time.

Booking Cancellation Policy
Type	Description	Fee
Short notice cancellation fee	Cancel less than 2 hrs before booking	Unable to refund
Missed appointment fee	A cleaner arrives for a scheduled booking, but they're unable to gain entry or get started.	Unable to refund
Note: If your plan carries a minimum term of 1, 3 or 6 months, skipped bookings during the term will be billed and added to your saved cleaning credits. Additionally, cancelling your cleaning plan before the end of the term will result in a cancellation fee of HKD$500.

Cancel my cleaning plan

If you're looking to cancel your full cleaning plan there are a few things we'd like you to consider: Lazy has thousands of professional cleaners on our platform. Let us help you find the right one to meet your needs. Once you've found the right cleaner for you, you can easily have them back time and time again to clean your home just the way you like it..

Looking to change how often your cleanings occur? It’s easy to change the frequency of your cleanings by whatsapp to +852-55778724 or email us at [email protected]. With Lazy you can ensure that the quality of your cleaning service will be mediated, and you work with your cleaner.

Don' t forget, with Lazy your happiness is always guaranteed. We stand behind the service our professional cleaners deliver and every booking is insured.

Enjoy peace of mind by tracking the progress of your cleaner during your cleaning using the Lazy app.

If you really no longer need the service after the end of the term, you can always go to our app and turn off its auto-renewal before the end of the term. Once it’s turned off, there will be no new subscription activated after the end of the term and no early cancellation fee will be incurred from your account.

Everyone at Lazy is focused on providing the best service possible for you. You can also deactivate the auto-renewal of your upcoming cleaning plan for free by whatsapp +852-55778724 or email us at [email protected]

Yes. You just have to contact [email protected] to request a data deletion and our team will be there to help in any way we can.

Regarding holidays/festivals additional fee, please reference the following link: https://www.lazy.com.hk/holidays