On the Day of Your Booking On the day, our crew arrives at the time you selected and delivers the service as booked. Here’s what to expect: Make sure your phone is reachable in case the crew needs directions or access help Provide access to the home or property at arrival time If you have priority areas, let the crew know at the start so they can focus where it matters most The crew works within the booked time to complete what was selected Tip: If you’re in an estate or complex, include clear access notes like unit number, gate instructions, or where to park.

How to Prepare A little prep helps the crew start quickly and get the most done within the booked time. Before the crew arrives: Make sure there is easy access to the home and the areas to be serviced If possible, clear clutter from surfaces and floors in the priority areas Set aside any special instructions like what to focus on first Keep your phone on in case the crew needs help finding you or getting access When the crew arrives: Do a quick walkthrough and point out your top priorities Confirm access rules if you’re in an estate or complex Tip: If you have pets, it helps to keep them secure so the crew can work safely and without interruptions.

Estates and Complexes No problem — we can service estates and complexes as long as access is arranged. To help the crew arrive and start on time, please: Enter the estate or complex name and your unit number in the address Share any gate or security instructions that are needed for entry Make sure the guard or security has the right details to allow access If the crew can’t get access, the service can’t start. Tip: If visitors need pre-approval, arrange it ahead of time and keep your phone reachable around arrival.

Access Instructions Yes — please include access instructions during booking so the crew can arrive and start smoothly. Helpful access notes include: Estate or complex name and unit number Gate code or entry process Guard instructions like “call on arrival” Where to park or which entrance to use Clear instructions help avoid delays and make sure more of your booked time is spent on the service. Tip: If access depends on a specific person, make sure their phone number is reachable around arrival time.

If the Crew Is Running Late We do our best to arrive at the time you selected, but delays can happen due to traffic or access issues. If you’re expecting the crew and it looks like they may be delayed: Keep your phone reachable in case the crew needs directions or access help Double-check your address and access notes are correct If you’re unsure or need an update, contact support and we’ll assist Tip: Estates and complexes often cause delays at gates. Clear access instructions help the crew get in faster.

Rescheduling a Booking If you need to move your booking, reach out as soon as you can and we’ll help you reschedule. To help us assist quickly, share: The name on the booking The service address Your preferred new date and arrival time Tip: The sooner you message, the more likely your preferred time will be available.

Cancelling a Booking No stress — if you need to cancel, just contact support and we’ll help you sort it out. To help us assist quickly, please share: The name on the booking The service address Your booking date and arrival time If you cancel more than 1 hour before arrival, it’s free. If you cancel within 1 hour of arrival, a R100 dispatch cost applies because the crew needs to be dispatched and the time has already been reserved. Tip: If you still need the service but your plans changed, rescheduling ahead of time is often the easiest option.

Changing Your Service You can request changes to your booking by contacting support. Changes must be made ahead of time. Because our services are fixed and time-capped, changes depend on: The service you selected The add-ons you want to add or remove Availability for the updated time and scope If your booking is coming up soon, please message us as early as possible so we can confirm what options are available. Tip: If you have a priority area, add the relevant add-ons upfront so time is allocated for it.

Adding Add-ons After Booking In some cases, yes. It depends on availability and whether there is enough time to include the add-on. If you want to add something after booking, contact support with: The name on the booking The service address Your booking date and arrival time The add-on you want to add We will confirm what is possible and update your booking if it can be added. Tip: It is best to select add-ons during booking, so time is allocated from the start.

Not always. You can book as long as the crew can access the property and someone is reachable if needed. Please make sure access details, gate instructions, unit numbers, and parking notes are shared before the booking so the service can start on time.