Have a look if your question is listed below.

General Questions

The cleaner has to notify both you and Fix Forward that they are unable to make the booking.  You have the option to either cancel your booking for a full refund or request a back-up cleaner to attend to you on the same day your booking was made for.

You can cancel the booking by contacting Fix Forward. You will be charged R50 which will be paid to cleaner so as to cover their loss for not having a booking for that day.

We have asked the cleaners to send you a “please call me” if they don’t have airtime and are unable to call you themselves. If you get a “please call me” from your cleaner, please give them a call and assist them in finding your house.

If your cleaner hasn’t arrived at the time of the booking, please call the cleaner to follow up on where they are and when they expect to arrive. If you cannot get hold of them and they are 45 minutes late you have the option to either cancel your booking for a full refund or request a back-up cleaner to attend to you on the same day your booking was made for.

The cleaner will wait for 45 minutes for you to arrive. If after that, they still do not have access to the site, the cleaner will leave and you will be charged the full booking fee.

Yes, the cleaners that are available will be listed on the booking form. Please note that Sunday bookings will have a surcharge.

As Fix Forward is not able to be on site, you will need to discuss with the cleaner how you want to move forward in either have the cleaner replaced the item or pay you a reasonable fee for the value of the item.

Please contact Fix Forward to change your booking to a full day and we will send you an email to pay the balance.

As the cleaner is not able to provide cleaning products for you, the cleaner will do what they can with what is available.

Unfortunately there is little that can be done after the fact, however, we suggest that you reflect this in your review of your cleaner.

As Fix Forward is not able to verify or investigate any accusation of theft, you will need to speak directly to your cleaner. Please note that most of the time your item may have just been misplaced, so please ask the cleaner first before making an accusation or laying a charge.

The cleaner will have a standard checklist which we have provided to them. If they do not receive instructions from you, they will follow a standard process of cleaning floors and surfaces

Please bring your cleaner to the nearest available emergency room or clinic should they be injured while working on your property. Please also note that if the cleaner gets bitten by your pet, you are responsible for covering the cleaners medical treatment costs.

Unfortunately load-shedding is out of the control of the cleaner and so they will do what they can in the booking time.

Please inform Fix Forward as soon as possible so that we can inform your cleaner of her exposure.

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Call 0860 995 999