Customer satisfaction is our highest priority. If you feel the service was not provided to your full satisfaction, we would like to encourage you to have a chat with the pro as soon as you can.

You can call or text through the app. All pro at our platform are self-employed and your feedback assists them in improving there quality.

If you cannot resolve the issue, please get in touch providing photos - no later than 24 hours after the service has been completed.

This is up to you, however, we do recommend that you are there for the first booking at least. This allows you to meet your cleaner and to provide them with any special instructions regarding the clean.

If you cannot be home for the first clean, kindly make sure to update the keys instructions, Access to property instructions during the booking under the special instruction notes section or pass it to the cleaner during on a clean day through text or call (You can use App for this purpose).

Additionally, please leave the cleaner's instructions to ensure your focus areas are being taken care of in the purchased hours.

You may use our cleaning calculator which can help you decide on the duration for your booking. Simply select the number of hours as well as any extras you may need. The cleaning calculator will give you an estimation based on experience.

It is recommended to use the calculator, you are most familiar with your property and cleaning requests, so do not hesitate to book for the time which you think is most suitable.

If you still can’t decide, put your mind at ease. You may discuss the duration with your cleaner after you have shown them around and ask your cleaner to adjust the booking duration after the clean.

Click on the number of hours as per your requirement. The minimum Cleaning duration is 2.0 hours for weekly/fortnightly/monthly or one-off

UrbanCare can track the log from the backend, the time pro start the service and the time they left. We do our best to estimate the length of job accuracy but there are often things which we can't account for.

Please note our house cleaning booking is subject to two hours minimum, babysitter two hours minimum and caregiver three hours minimum. If you think required more duration, you can always go to your customer portal and can extend the hours.

It’s always frustrating when someone is late or reschedules a job. The first step is to get in touch with the Pro by chat to see what the cause is. Most Pros will do their best to be punctual, so it could be a situation out of their hands.

If a Pro doesn’t communicate or doesn’t show up, and you’re unable to resolve this with them, then we will find you another Pro.  And you can leave a review on their profile about your experience, which will impact their rating. Pros with a low rating risk being removed from UrbanCare.