FAQ

Home & Office Cleaning


Q: What are your cleaning rates?

A: - Regular cleaning: ( Min. 4 sessions) $20/hour

- One time cleaning (5 days notice) $25/hour

- Urgent cleaning (2-4 days notice) $30/hour

Q: Do you have 2 hours cleaning service?

A: We may be able to provide the service subject to staff availability and other matching factors. Please ask for more details.

Q: What is included in the housekeeping service?

A: Standard Cleaning Scope:
Hall & Bedrooms
- Vacuum & Mop Floor
- Clean Mirrors & Glass Panels
- Dust Furniture & Surface Tops
- Empty Trash

Kitchen
- Wipe Cabinets & Surface Tops
- Wash Dishes
- Wash Sinks, Faucets & Fixtures
- Clean Stove Tops & Electrical Appliances

Bathroom
- Clean Shower Areas & Bathtubs
- Wash Toilet Bowls
- Wash Sinks, Faucets & Fixtures
- Wash Floors & Walls

Optional:
Add 1 hour for Ironing
Add 1 hour for Window Cleaning

Q: Do I have to be at home while the housekeeper is working?

A: No, you do not have to be at home, as long as there is a way for our housekeeper to enter your house/apartment. However, we recommend you at least meet your6 housekeeper on the first day of service, so that you see who is cleaning your home – and to give instructions first-hand.

Q: Can I write notes to let the housekeeper know what I want?

A: Yes, please feel free to do so. You may also feel free to contact your coordinator by phone / email in advance, so that they can pass the message to the housekeeper

Q: How can the housekeeper enter my apartment to provide the service?

A: There are some options:

1) You are at home at the beginning and end of service.
2) Your building concierge/management desk holds the key on the day of service or ongoing please ask your concierge if this is possible
3) The key is left in a secured box in your building entrance area, or locked mail box.

Q: Can I leave my key(s) with the housekeeper?

A: Yes – many of our housekeepers are holding the keys of our clients since this is often the only way they can enter the home.

Q: Can I have the service on weekends and Public Holidays?

A: Yes, we can provide the service on weekends and Public Holidays. There is no additional charge for the services.

Q: What if the housekeeper is not meeting my expectations?

A: Should you not be satisfied with the housekeeper, your coordinator will work to align the housekeeper’s work with your requests, and improve the level of the service. If this coaching does not produce the desired results, we will re-match a housekeeper to better serve your needs.

Q: If I want a service more than once a week, will that be the same housekeeper?

A: Yes – assuming this is your original request. If you wish to increase the frequency of service later on, there may be a chance that the schedule of your regular housekeeper cannot accommodate your request. In which case, we would arrange a different housekeeper to provide additional services.

Q: Can you provide a service if I am living outside your service area?

A: We may be able to provide the service subject to staff availability and other matching factors. Please ask for more details.

Q: Do I have to provide the cleaning supplies?

A: Yes, for the housekeeping service, we ask the client to provide all necessary materials. If you prefer a complete service where Knocknock provides all cleaning materials, please check out our House Cleaning-pro Service.

Q: Can I try the service first before deciding whether to go ahead and use on a6 regular basis?

A: Yes. We have a one time cleaning at the rate of $25.00 per hour for 5 days advance booking. $30.00 for urgent booking.

Q: How much time in advance do I need to order a housekeeper?

A: Ordinarily, we ask for at least five working days notice. However, we may be able to fulfill more urgent requests depending on staff availability and other matching criteria.

Q: How can I pay for the service?

A: Payment may be made by the following methods:

- Knocknock credits
- Credit Cards

Q: What is your cancellation policy?

A: A cancellation fee of first hour will be charged for cancellations made less than 24 hours before the scheduled service.

Q: What if my regular housekeeper is sick or on vacation?

A: We would arrange a replacement housekeeper to provide the service.

Q: What if something is broken while the maid cleans my house?

A: Though we take all measures to ensure damages are limited in the first-place. In case there is an unfortunate mishap, housekeeper will have to bear the agreeable compensation.



Membership

Q: What are the benefits extended to members?

A: You will enjoy exclusive benefits by being a member. e.g. By Top-up of $999, you will become a Platinum Member immediately and enjoy up to 15%* cashback from any home service on KnocKnocK.

Q: How much is the membership Fee?

A: KnocKnocK Membership is FREE OF CHARGE. NO annual fee, NO transaction fee or any other hidden fee.

Q: What is the validity period for the Membership?

A: KnocKnocK offers five types of membership namely, Diamond, Platinum, Gold, Silver, Bronze. Kindly check below for more information on membership types and categories.

Q: How do I go about joining KnocKnocK as a member?

A: Very simple - Top Up and you will become a member automatically and enjoy exclusive benefits and rewards.

Q: How should I cancel my membership and how can I get the refund?

A: You can terminate your membership anytime. All membership benefits and rewards which have been previously offered to you, including but not limited to all accrued loyalty points, rewards, cash-back, rebates, gifts of all kind, will be forfeited after the cancellation. Please provide 15 days advance notice in writing to cancel your membership. The notice for a cancellation must be given by the first of any month in order to apply for the following month. To proceed, you can send an email to care@knocknockapp.com to indicate your request.

Q: Is the membership transferable?

A: The membership is non-transferable. KnocKnocK reserves the right to interpret and apply the KnnocKnocK Membership Program terms and conditions at its sole discretion, subject to applicable law. All interpretations by KnocKnocK are final.

Q: Is the Cashback rate a fixed rate?

A: Nope. The current Cashback rate is NOT fixed and we may adjust the rate from time to time based on our business needs. However, at the time when you top up, you already secured the Cashback rate till you spent out all the eligible KnocKnocK Credits. e.g. on 1st August 2017, you top up $999.00, and you become a KnocKnocK Platinum Member immediately. As a Platinum member, you will enjoy 15% for normal laundry, 15% for premium dry cleaning, 8% for flower, upholstery cleaning and 3% for home cleaning and air con services till you spent out all your eligible KnocKnocK Credits.

Q: When can I get my Cashback credits? Is there a cap to my Cashback? When can I use my Cashback credits?

A: You will receive the Cashback only after the order complete but you will be notified when you placed order. Currently, there is a cap of S$20 for each cashback pre order. You can use your Cashback credits anytime when you place your order with KnocKnocK but please be aware that different service category may have different minimum order requirement, please check the service description for more details. Any query, we are always just one call or one message away! ☺ T: +65 6904 4157





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