Question 1

How can I book the cleaning service?

Accepted Answer

You can book through our website (www.spjhelpinghands.com) or WhatsApp us (on +6596521202) for quick booking. Our office hours are 8:00 AM to 6:00 PM. One junior admin staff is available from 6:00 PM to 11:00 PM to handle last-minute requests. Kindly note that any requests sent after 11:00 PM will be attended to the next day after 8:00 AM.

Question 2

Do you bring cleaning equipment?

Accepted Answer

We do not provide cleaning equipment or materials due to hygiene purposes. However, we can send you a list of equipment/materials to have arranged and ready before the cleaner arrives.

Question 3

Will you be sending the same helper for all sessions?

Accepted Answer

We highly recommend purchasing one of our packages to get the same helper consistently and enjoy cost-effective service. For Ad-hoc sessions, you will be assigned the closest available cleaner or cook.

Question 4

What if I need to reschedule or cancel an appointment?

Accepted Answer

We understand that plans may change or emergencies can arise. Please inform us the day before (or at least 12 hours before the scheduled time) to reschedule your session. Same-day cancellations are not possible due to logistical constraints. In case of emergency, we can adjust the time slot and send the helper earlier or later, depending on availability. However, time changes cannot be made if the helper is already on the way or has arrived at your place.

Question 5

Are you a legal service provider?

Accepted Answer

Yes, we are a MOM-approved company. All our helpers hold valid permits to work part-time legally.

Question 6

Is there any hidden cost?

Accepted Answer

No, our rates include service charges and GST. We do not take any deposits or charge transportation/admin fees.

Question 7

Where do your cleaners or cooks come from?

Accepted Answer

Our helpers are handpicked from various Indian states such as Punjab, Tamil Nadu, Haryana, Gujarat, and Rajasthan.

Question 8

What benefits do I get if I buy your package?

Accepted Answer

We promise to assign you the same helper, which allows you to focus on your work without needing to supervise, all at discounted rates.

Question 9

What if I do not like the cleaner you sent?

Accepted Answer

If the helper does not meet your expectations, please inform us within 10–15 minutes during their working time itself. We can instruct the helper to improve or send a replacement as soon as possible. If work is not done properly, we will ask them to redo it. However, if a complaint is made after the full session and after the helper has left, we will not be able to offer any remedy or compensation.

Question 10

What if my work is not finished and time is up?

Accepted Answer

We provide hourly services hence do not take guaranty to complete all your work within the session. We encourage you to estimate the time in advance to avoid this unpleasant experience. Extension may or may not be possible due to the helper’s next assignments and commitment. You may call us in advance to check the possibility of the extension.

Question 11

What if I want to extend the session?

Accepted Answer

Most of our helpers have tightly scheduled appointments, so extensions are usually not possible. Please book sessions based on the job scope. We’re happy to guide you in estimating the right number of hours.

Question 12

Can we split session hours or share a session with neighbors or friends?

Accepted Answer

No, session hours cannot be split or shared with anyone in any circumstances. Once the package has started, we are unable to switch, transfer, or change the service address. However, in case of a permanent change in the client’s address, the service can be shifted to the new address permanently.

Question 13

Can the package be extended during travel?

Accepted Answer

Yes, we can pause your package during travel. Upon receiving your travel itinerary (e.g., flight ticket), we will extend the package validity to ensure you don't lose any unused sessions.

Question 14

What if I don’t want to share my travel itinerary or personal details?

Accepted Answer

We understand your concern. We only require your name and travel date on the boarding pass or ticket. You may hide all other personal details before sharing. Kindly note: failure to submit the required documents on time may result in the forfeiture of your unused sessions.

Question 15

Can you share the helper’s profile?

Accepted Answer

We do not provide any specific helper profiles due to data protection policy. However, be assured that all our helpers are legally allowed to work part time and are trained to do routine household chores. You may book an Ad-hoc session as a trial to experience our services.

Question 16

Can the helpers do cleaning work if cooking is finished early?

Accepted Answer

While our helpers are happy to assist with a variety of household tasks, we kindly ask that expectations remain reasonable to ensure quality service and a positive experience for everyone. Typically, a 2-hour session allows time for either cooking or cleaning. If you would like assistance with both, we recommend booking a 3-hour session. Thank you for your understanding and cooperation.

Question 17

What happens if the helper arrives early and I’m not home?

Accepted Answer

We notify you with an estimated arrival time at least 2 hours before the session. However, due to unpredictable travel conditions, we recommend being available 30–45 minutes before or after the expected time. The session starts when the helper arrives at your door, regardless of when the work begins.

Question 18

What is your earliest service slot?

Accepted Answer

Our first slot starts as early as 6:30 AM (Monday to Saturday) or 7:30am (Sunday) to accommodate clients who need service before work or school.

Question 19

What if the helper is injured while working at my place?

Accepted Answer

Please call us immediately in case of an accident or any unforeseen situation so we can plan the next steps accordingly.

Question 20

What if the helper breaks or damages something?

Accepted Answer

While our helpers work carefully, mistakes may happen. We regret any loss caused but do not offer compensation for such incidents.

Question 21

What if the helper works too slowly?

Accepted Answer

All our helpers are experienced and work efficiently. However, if the job scope is too extensive or cannot reasonably be completed within the booked hours, it may impact the overall outcome. We kindly suggest discussing the job scope with us in advance so we can recommend the appropriate duration.

Question 22

What if I see the helper using a mobile phone?

Accepted Answer

Mobile phone use is strictly prohibited during work. If you see a helper using their phone, kindly remind them of this policy.

Question 23

How can I share my feedback?

Accepted Answer

Your feedback is valuable to us. Please share it via WhatsApp or email using our feedback form.

Question 24

Can I book for just 1 hour?

Accepted Answer

Our minimum booking duration is 2 hours. Unfortunately, we do not offer 1-hour sessions.

Question 25

Can you share the helper’s details and estimated time of arrival (ETA)?

Accepted Answer

We usually share the helper’s details and estimated arrival time 2–3 hours before your scheduled session on the same day. Kindly note that this is a complimentary service provided to enhance your experience. However, there may be instances where we are unable to update the ETA due to limited administrative staff. Rest assured; the helper will still arrive at the booked time.

Question 26

Why are there 2 helpers at my place today?

Accepted Answer

There are a few possible reasons why two helpers may be present at your location:

1. Trainee Observation: One of the helpers may be a trainee accompanying our regular staff. The purpose is to help the trainee to understand real-working conditions in Singapore. Please note that the trainee is there only to observe and will not perform any tasks. Your session hours and service quality will not be affected.

2. Workload Sharing: Sometimes, if your regular helper is unwell or needs additional support, we may send a second helper to assist and ensure the service is not disrupted.

3. Long Session Efficiency: For longer hours bookings, we may send two helpers to maintain the quality of work by splitting the workload. This helps preventing fatigue and ensures better efficiency.

We usually inform clients in advance when two helpers are expected. However, in rare cases, there may be a communication miss/gap. We sincerely apologize for any inconvenience caused and are always ready to assist with any concerns.

Question 27

Whom should I contact if I am unable to locate an item after the helper has left?

Accepted Answer

If you're unable to find an item after the helper has completed their work and left your house, please contact our customer care team via WhatsApp. They will assist you promptly and provide the best possible support.

We kindly request you to avoid reaching out to the helper directly, as they may already be at their next assignment. Direct contact could distract them and affect service quality for other clients. We understand your concern and are here to help resolving the issue as smoothly as possible.

Question 28

What if my regular/preferred helper falls sick or returns to India?

Accepted Answer

These are unforeseen and uncontrollable events that we cannot predict. However, in such cases, we always arrange a suitable replacement for you. Your feedback regarding the new helper is always welcome.

If you are not comfortable with a replacement being sent, please inform us before entering into the contract.

Question 29

What happens if I change my address during ongoing service or ad-hoc bookings?

Accepted Answer

Our records are maintained based on the latest information provided by the client. If there is any change in address, it is the client's responsibility to inform us in advance so we can update it accordingly.

If the client fails to notify us and the helper reaches the previous address, we will try to accommodate the session. However

The client will be required to cover the MRT fare to the new location.
The travel time from the old address to the new one will be counted as part of the booked service hours.

Question 30

If we reschedule our fixed booking to another day or time, will we get the same helper?

Accepted Answer

We will do our best to accommodate your request, but in case of rescheduling, it may be difficult to send the same helper as she might already be committed elsewhere. Since rescheduling often falls outside the original planned schedule, we may not be able to manage the same person. However, we will try to send someone familiar with your place or someone best suited to your requirements. If you prefer to have only the same helper, we recommend not changing the scheduled days or times.

Question 31

Can we extend the package validity?

Accepted Answer

Package validity cannot be extended, except in the case of travel, and only if it is supported by a valid travel itinerary. In such cases, we pause your package for the number of travel days. For any other reason, we are unable to extend the validity.
If you feel that you may not be able to complete your sessions before the end date, we recommend choosing a package with fewer sessions.
Suggestion:
If you need to cancel a session due to any unforeseen reason, you may make up for it by adding an extra session within the same week, beyond your original session count. This will help ensure all sessions are completed within the validity period

Question 32

Does session frequency depend on the package I choose?

Accepted Answer

No, the frequency of sessions is flexible and can be decided based on your needs and requirements. The only condition is that all sessions must be utilized within the package validity of 4 weeks (28 days).

For example, if you choose an 8-session package, you will get 8 sessions of 2 hours each, which you can schedule anytime within the 4-week period. You may use them on consecutive days, or spread them out as 3-4 times per week, depending on your preference.

Frequently Asked Questions