Enhancing Your My-Neighbour Experience: Service Updates for 2025

1. Service Timing Policy (Our Shared Responsibility)

To ensure fairness for both our clients and hardworking housekeepers, we kindly request your cooperation with these timing guidelines:

Be ready for us: Please ensure the property is accessible at our scheduled start time.

Respect wrap-up time: When cleaning is complete, we appreciate you releasing our team promptly so they can:

✧ Safely travel to their next appointment

✧ Take their well-earned breaks

✧ Arrive on time for their next client

Unattended homes: If you won't be present, please provide entry instructions in advance.

Why this matters: Small delays create big ripple effects. Your consideration helps maintain quality service for everyone while protecting our team's work-life balance.

2. Preparation Guidelines (Helping Us Serve You Better)

To ensure we can provide the best service for you:

Pet safety: Please secure pets in a separate area before we arrive

Your valuables: We recommend storing personal belongings and precious items

Why this matters:

✧ Ensures everyone's safety and comfort

✧ Prevents any accidental mishaps

Note: While we take utmost care, we cannot be responsible for unsecured pets or valuables.

3. Safety First (Protecting Everyone’s Wellbeing)

To ensure a safe and transparent service experience:

Natural wear and tear:

✧ Normal cleaning processes may reveal existing imperfections

✧ We cannot be responsible for gradual material deterioration

Pre-existing conditions:

✧ Loose fixtures/tiles not disclosed

✧ Fragile items left in cleaning areas

✧ Flaking surfaces or weakened materials

Safety boundaries:

✧ Tasks requiring extreme heights

✧ Biohazard/chemical cleanup

✧ Moving permanently fixed items

Why this matters:

✓ Keep our team safe from accidental damage claims

✓ Ensure realistic expectations for all parties

Note: Our cleaning won’t accelerate proper wear and tear, but may make existing conditions more visible.

4. Cancellation Policy (Protecting Service Sustainability)

To maintain our high standards while operating responsibly:

Late Cancellation Fees:

✧ <12 hours notice: 100% service charge

✧ 12-24 hours notice: 50% service charge

Why These Fees Exist:

While our salaried housekeepers (9am-6pm) are unaffected, last-minute cancellations:

✓ Create unrecoverable operational costs

✓ Prevent other clients from booking that slot

✓ Reduce our ability to invest in service improvements

We Value Your Partnership:

Your cooperation helps us:

* M*intain stable staffing for all clients

* Keep service quality consistently high

* Continue offering competitive pricing

5. Quality Assurance (Your Happiness is Our Priority)

We're committed to your complete satisfaction. Here's how we work together to ensure perfect results every time:

For Immediate Peace of Mind:

🌸 Do a quick walkthrough with your housekeeper before they leave

🌸 Point out any areas you'd like adjusted right away

If You Notice Something Later:

We'll gladly make it right when you:

✧ Share clear photos/videos within 12 hours

✧ Contact us before midnight the same day

With Your Understanding That:

🌿 Life happens - new dust settles, new messes occur

🌿 After 12 hours, we can't distinguish new from existing

🌿 Our team wants to fix any real oversights promptly

Our Guarantee to You:

For any legitimate concerns reported properly:

✓ We'll return to correct it immediately

✓ Or add complimentary time to your next cleaning