We’re here to help with any questions you may have. If you can’t find the answer you’re looking for, send us a message and we’ll get back to you right away.
Do Home Heroes work for The Cleaning Fix?
No, they don’t. All our Home Heroes are independent contractors. The Cleaning Fix connects them to clients and the working relationship is directly between the Home Hero and the client. The Cleaning Fix is a platform to connect cleaners to clients, but we cannot be held responsible for what happens on the job.
Will The Cleaning Fix assist if there are problems?
Any complaints or issues must be dealt with directly with the Home Hero. The Cleaning Fix will not be held responsible, or be a mediator for complaints. If any valid complaints or continual issues arise from Home Heroes that are booked through The Cleaning Fix, that particular Home Hero will be removed from our platform.
How often do you get complaints about the Home Heroes?
The rate for serious complaints is less than 1 out of 500 bookings. It does happen, but very rarely so. Cleaners with a good track record joining the platform tend to continue delivering work to the same high standard.
Can I change my booking?
You can change your booking details if needed 24 hours before the booking time. Please call the cleaner directly to cancel. Bookings that are cancelled on the day will unfortunately not be refunded as the cleaner may already be on her way to you.
Do I need to provide cleaning products?
Yes, please make sure all products and equipment that the cleaner will need are provided on site. Our cleaners can unfortunately not bring any products or equipment with them as they are travelling on public transport.
Do I need to provide transport for my cleaner?
No, the cleaner will make her own way to you. You can make a contribution to her travelling costs when you book if you would like to.
Do I need to provide food for my cleaner?
The cleaners do not expect customers to provide food. If you choose to do so it will no doubt be greatly appreciated by them.
Can I book a cleaner long term?
Our booking form has an option for you to make a recurring booking. You can choose to do a weekly, bi monthly or once a month booking with the cleaner you select. You will only be billed for the first booking and thereafter will receive an invoice payment link every week for the next booking.
Can I request a specific cleaner?
You choose the cleaner you wish to work with on the booking form. You can scroll through the list of available cleaners in your area and select who you’d like to work with.
What happens if my cleaner cancels within 24 hours before the booking?
The cleaner should notify both you and Fix Forward that they are unable to make the booking. You have the option to either cancel your booking for a full refund or request an alternative cleaner to attend to you on the same day your booking was made for. We are closed over the weekend and therefore are not able to facilitate the provision of an alternative cleaner after Friday afternoon if it is a weekend booking.
What will happen if I’m not at home at the time of the booking?
The cleaner will wait for 45 minutes for you to arrive. If after that, they still do not have access to the site, the cleaner will leave and you will be charged the full booking fee.