Frequently Asked Questions
Q: How do I book a cleaning or handyman service?
A: Simply select your desired service from the homepage or services menu, fill out the booking form, and follow the prompts to confirm your appointment.
Q: Can I reschedule or cancel my booking?
A: Yes, you can reschedule or cancel your booking from your profile page, subject to our cancellation policy.
Q: How do I contact customer support?
A: You can reach us at support@cleanhandy.com or via the contact form on our website.
Q: What areas do you serve?
A: We currently serve all five boroughs of New York City.
Q: What payment methods are accepted?
A: We accept all major credit and debit cards through our secure online payment system.
Q: What is included in a standard cleaning or handyman service?
A: Each service includes the tasks listed in the service description. For cleaning, this typically covers dusting, vacuuming, mopping, and bathroom/kitchen cleaning. Handyman services include basic repairs, installations, and maintenance. For specific requests, please mention them when booking.
Q: How do I pay for my booking?
A: All payments are processed securely online via Stripe. We accept all major credit and debit cards. Your card will be pre-authorized at booking and charged after the service is completed or in accordance with our cancellation policy.
Q: When is my card charged?
A: Your card is pre-authorized when you book. The actual charge occurs after the service is completed, or if you cancel within the non-refundable window, as outlined in our cancellation policy.
Q: What is your cancellation and refund policy?
A: You can cancel for a full refund if you do so at least 24 hours before the scheduled start. Cancellations less than 24 hours but more than 3 hours before start receive a 50% refund. Cancellations within 3 hours or no-shows are non-refundable. You may reschedule once for free if requested at least 24 hours in advance.
Q: How do I report a problem with my service?
A: Please email support@cleanhandy.com within 24 hours of your service, providing details and photos if possible. We will investigate and may offer a re-service, partial, or full refund depending on the situation.
Q: Are your Pros background checked and insured?
A: Yes, all Pros are required to pass background checks and provide proof of required licenses and insurance before joining our platform.
Q: How is my personal information used?
A: We use your information to process bookings, payments, and provide customer support. We do not sell your personal data. For more details, see our Privacy Policy.
Q: Can I delete my account and data?
A: Yes, you can request account deletion at any time from your dashboard or by contacting privacy@cleanhandy.com. Some data may be retained for legal or regulatory reasons.
Q: What if I need to change my booking details?
A: You can update your booking details or reschedule from your profile page, subject to our reschedule policy. Contact support if you need assistance.
Q: What happens if a Pro cancels my booking?
A: If a Pro cancels, we will notify you as soon as possible and help you rebook with another available Pro or issue a full refund if preferred.
Q: Is my payment information secure?
A: Yes, all payment processing is handled by Stripe, a PCI-DSS compliant provider. We do not store your full card details on our servers.
Q: Can I leave a review for my Pro?
A: Absolutely! After your service is completed, you can leave a star rating and written review from your profile page.
Q: What should I do to prepare for my service?
A: Please ensure safe and sanitary access to your location, secure valuables, and provide any necessary instructions or access codes in advance.