Helpling cancellations .pdf

Cancellation  type  

Description  

Who  cancelled?  

Procedure

Customer

The  user  will  call  the  cleaner  or  Helpling  

Outcome  for  partner/user

Implication

1  hour  of  cancellation  fee  charged  to  
the  user,  redistibuted  to  the  agency  
If  the  customer  cancells  several  times,  we   deducted  from  the  commision  owed  to  
Helpling  
would  take  action  
None  the  first  time

The  cancellation  occured  

Short-­‐term  cancellation  and  no  
show  

-­‐  less  than  72h  before  cleaning  if  
the  cancellation  come  from  the  
user  
-­‐  less  than  24h  before  cleaning  if  
the  cancellation  comes  from  the  
agency      

Inform  the  customer  by  phone  -­‐  then  
contact  Helpling  
Agency

The  cleaner  has  the  right  to  try  to:
-­‐  Call  the  customer  to  apologize  and  follow  
up  with  the  him/her  

If  the  customer  is  not  contacted  by  the   -­‐  Commercial  gesture  on  the  next  booking  
cleaner  and  the  customer  contacts  
(responsability  of  the  agency)
Helpling,  we  will  contact  the  agency  right  
away  to  know  what  happened  (Monday  -­‐  
-­‐  change  of  cleaner  
Friday,  9am  -­‐  5pm)

$10  cancellation  fee  charged  to  the  
agency  

 

Customer
Partial  cancellation  (1  to  5  
bookings)

Cancellation  of  several  bookings  
following  holidays  or  occasional  
unavailability,  etc
Agency

Customer

Total  cancellation

The  customer  will  contact  Halpling  or  
make  adjustements  on  his  dashboard    
(must  be  done  72h  before  the  next  
booking)

The  agency  updates  the  unavailabilities  
The  corresponding  bookings  are  
of  his  cleaner  in  his  personnal  space.  The  
cancelled.The  agency  can  suggest  a  
customer  will  receive  a  notification  and  a     substitute  cleaner  and  inform  Helpling  to  
answer  by  text  (yes/no)  
uptade  the  profiles  

The  customer  cancels  all  his  future  
bookings  on  Helpling.com.sg  or  on  the  
mobile  app

Cancellation  of  all  futuer  
bookings
Agency

The  corresponding  bookings  are  cancelled.   The  agency/cleaner  is  notified  by  text  
Operations  continue  when  the  customer   message  and  email.  The  corresponding  
comes  back
bookings  are  cancelled  

The  partner  contact  Helpling  to  cancell  
all  its  futur  bookings  with  the  user  

The  customer  is  notified  by  text  
message  and  email  that  the  usual  
cleaner  is  unavailable.  The  customer  
can  ask  for  a  replacement  during  this  
period.

After  the  3rd  
booking

After  the  3rd  
booking

Due  to  performance  of  the  cleaner:  low  
quality,  lateness,  no  show,  wrong  attitude

No  refund  of  the  
connecting  costs  

No  refund  of  the  
connecting  costs  

Due  to  the  customer:  moving  out,  situation  
changed,  etc.

Refund  of  the  
connecting  costs

No  refund  of  the  
connecting  costs  

Due  to  the  partner:  cleaner  unavailable  and  
no  substitute
No  refund  of  the  connecting  costs  
Due  to  the  user:  wrong  attitude,  disprespect  
of  the  cleaner,  etc.