FAQ

  • What's included in a home cleaning/ housekeeping service?

    Home Cleaning Service

     

    What's included in a cleaning?

     

    Living room / Dining room:

    - Clean, dust & vacuum

    - Dust all door & door frames

    - Dust window sills

    - Vacuum and clean wooden floors

    - Clean & dust the surfaces of all cupboards and cabinets

    - Clean the surface of the air-conditioner and filter

     

    Bedrooms:

    - Clean, dust & vacuum

    - Dust all door & door frames

    - Dust window silks

    - Clean & dust surface of all wardrobes

    - Vacuum and clean wooden floor

     

    Kitchen

    - Clean appliances, counters, cabinets

    - Clean, scrub & sanitize sinks

    - Ventilation fan & appliance exteriors cleaned

    - Wash floor & tile wall

     

    Bathrooms

    - Clean, sanitize & deodorize all fixtures

    - Clean, scrub and sanitize showers & bathtubs

    - Clean and sanitize toilets

    - Polish chrome Wash floor & tile wall

     

    Other Services (optional)

    - Clean internal  window glass 

    - Bed making

    - Ironing

     

    Suggested working hours for your home cleaner:

    Frequency

     Below 400 feet

     400 - 800 feet

      800 feet above

    At least once a week

     3 hours

     3 hours

      4 hours

    Biweekly

      4 hours

     4 hours

     

      4-5 hours

     

    We have covered third party liability insurance for our services

    Cleaners reserve the right to reject to perform any cleaning tasks that they deem it's a life and health risk. Eg. cleaning of an object or area at a high location and requires climbing

    Above pricing have included transportation fee, except remote areas

    3 hours minimum for a booking

    Additional Charge after 6:00 pm : + $20 per hour

    Transportation fee might be charged for certain locations.

    Cleaning equipment and vacuum cleaner will not be provided.

    Home Cleaner and housekeeper will give their best effort to complete the tasks on time. They reserve the right to reject to perform any tasks that they deem it is a life and health risk.

  • How long does it take to find a local domestic helper to do home cleaning/housekeeping ?

    Home Cleaning Service   

    Our network of home cleaners cover Hong Kong Island, Kowloon and New Territories . Our users can request services an hour before the date and time of the appointed service. Appointments made through our platform, takes on average one working day to match the proposed cleaning appointment with a suitable cleaner.

    We may on occasion experience a surge appointment requests during peak hours. This may lead to a shortage of available domestic helpers within the community who have availability to take up the request. We understand your urgency and will be most happy to assist you with the status of your order and where necessary, expedite your order for a cleaning service appointment should we hear from you through Whatsapp at 55778724.

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

  • Who are the home cleaning service providers? Any qualifications ? Are they Legal workers ?

    Lazy maintains a vast network of experienced 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

  • Skip booking within your subscription period for your home cleaning/housekeeping service?

     

     

    If you are going for a vacation and you are not able to use our service in the next couple of weeks, you are given the option to skip your regular booking.

     

     

    Every plan carries a minimum term, skipped bookings during the term will be billed and added to your saved cleaning credits.

  • Reschedule for your home cleaning/ housekeeping service?

    Something come up? No worries. We're flexible. Feel free to reschedule your booking for free, as long as you notify us at least 24 hours in advance. Once we received your request, we will follow up immediately

     

    If you have subscribed to our plan, you can either choose to reschedule only the next booking or to reschedule for all subsequent bookings. However, the new service time you request must be before or within the next 7 or 14 days of your original service time, depends on the terms of the plan. If you are looking to reschedule more than 7 or 14 days later, you might consider using our skip booking function 

     

    Before you make any changes, please get the consent from cleaner, whether she is available or not to work upon your requested time

  • Add extra hours for your home cleaning/ housekeeping service?

     

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

     

    For subscription user, make sure you let us know if you want to apply this change to all subsequent bookings or only apply to one booking.

     

    Before you make the change, please get the consent from cleaner, whether she is available or not to work overtime

  • What's the difference between one-off home cleaning session and monthly package?

     

    Home Cleaning Service

     

    Monthly Subscription

    - Cheaper

    - We will assign the same cleaner for you regularly

    - You have unlimited option to swap cleaner

    - If you need to skip a booking within the minimum commitment, you can reschedule any booking for free at least 24 hours in advance of the scheduled start time

    - Dedicated customer service

     

    One-off Cleaning Session

    - Flexible booking

    - Cancel and reschedule your cleaning for free up to 24 hours in advance

  • Do I have to be at home during the home cleaning service ?

    Home Cleaning Service

    This is up to each user's preference. Some users give their key to the assistant. Others prefer to be at home during the service.

  • How do I make a credit card payment for a home cleaning service?

    Home Cleaning Service

    The service fee will be charged in prior to the service and Lazy shall pay our helper after the home cleaning session. 

    If the user cancel the service within 24 hours before the start of the session, the user will be charged for the full session of the service. 

    If the user books a monthly package, the user can only cancel it after the package expires. 

    To safeguard the interests of our users and avoid any potential conflicts, Lazy does not recommend cash payment. 

  • Is my credit card information secure during the transaction ?

     

    Home Cleaning Service

     

    Payment is processed and protected by Third-Party payment companies (Braintree/PayPal), all the information of user is strictly confidential

  • Who will pay to cover the 3rd party liability insurance of home helper or home cleaner ?

     

    Home Cleaning Service

     

    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

  • Can i change the home cleaner for my home cleaning session ?

     

    Home Cleaning Service

     

    Yes, you can change your home cleaner anytime. 

  • Cancellation policy for your home cleaning/ housekeeping service

    What's the cancellation policy?

     

    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 clicking here

    • 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 your plan carries a minimum term, cancelling before the end of the term will result in a HKD$500 cancellation fee. If you're enrolled in one of our cleaning plans you can cancel at any time without a cancellation fee prior to the next cleaning plan begins.

    Everyone at Lazy is focused on providing the best service possible for you. You can deactivate the auto-renewal of your upcoming cleaning plan for free by clicking here

     

Are you sure you want to change frequency for your cleaning plan?
Are you sure you want to deactivate auto-renewal for your cleaning plan?
Yes, I do.
I want to speak directly to customer support to improve my service.
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