FAQs for Customers
All you need to know to order and manage your Helpling cleaning sessions
Getting Started & Trust
How do I find the right cleaner?
Helpling is a marketplace that connects you with independent, vetted cleaners. Enter your zip code, compare profiles with real customer reviews and book the provider that fits your household needs.
Are the cleaners vetted?
Yes. Cleaners who use the platform are independent but must go through a verification process. You can view their individual ratings, experience, and photos on their public profiles.
Can I search for a specific person by name?
No, but you can use the “Share” function in the app to send a direct profile link to a friend or have one sent to you.
Is there a contract or commitment?
No. Helpling offers total flexibility with no long-term contracts. You can book one-time or recurring sessions and cancel anytime.
Cleaning Scope & Services
What tasks are included in a standard cleaning?
Standard cleaning typically includes dusting, vacuuming, mopping, and cleaning the kitchen and bathroom. Specific tasks depend on what you agree on with your cleaner.
Does standard cleaning include laundry or ironing?
If the time allows, yes. These extras can be added during the booking process or requested via chat, but please confirm extra tasks with your cleaner first.
Can I add extra tasks?
Yes. Many cleaners offer extras like ironing, oven cleaning, or interior fridge cleaning. These can be added during the booking process or requested via chat.
Managing my Booking
How do I book and manage appointments?
You can book on the website or on the Helpling app. The app acts as your control center to reschedule appointments, adjust durations, or skip a week.
How soon can I book a cleaner?
Bookings can generally be made up to 24 hours in advance. In most big cities, short-term availability is quite high.
Can I book multiple cleaners at once?
Yes. For large homes or move-out cleans, you can submit multiple booking requests for the same time slot to have a team assist you.
How can I withdraw an open booking request?
If you have made a request that has not yet been confirmed, you can terminate it at any time:
To do this, send a short message to kontakt@helpling.de.
Alternatively, you can reach the customer service team by phone from Monday to Saturday, between 8:00 and 17:00.
What if my cleaner cancels or doesn't show up?
If a cleaner cancels or doesn’t arrive, report the issue in the Help Portal under “Report a problem.” You can choose to recieve a refund, reschedule or contact support for a last-minute replacement.
Before the appointment
How should I prepare?
Cleaners set their own hourly rates. The price you see includes the cleaner’s fee and the Helpling service fee. There are no hidden costs or contracts.
What cleaning materials are required?
For regular cleanings, you must provide basic supplies (vacuum, mop, cloths, and cleansers).
What happens if I don't have all the cleaning supplies?
For regular cleanings, the cleaner expects you to provide the basics. If items are missing, the cleaning quality may be affected.
Can I leave my key for the cleaner?
Yes. While we recommend meeting personally for the first visit, you can coordinate key handovers (e.g., via a neighbor or key box) through the secure chat in the Helpling app.
Pricing and Payments
How is the price calculated?
Cleaners set their own hourly rates. The price you see includes the cleaner’s fee and the Helpling service fee. There are no hidden costs or contracts.
Are there any agency or hidden fees?
The price shown on the profile is the final hourly rate, plus 2.99 Helpling service fee which is added to the total hourly price per booking.
Can I get a tax return on my bookings?
Yes. Domestic services are tax-deductible in Germany. You can claim 20% of the costs (up to €4,000 per year) back from your tax return.
How do I receive my invoice for the tax return?
Invoices are generated automatically after each session and stored in your user account. These are “Household-Related Services” (Section 35a EStG).
Why is recurring cleaning cheaper than one-off?
Cleaners often offer lower rates for regular clients to ensure a stable schedule, making weekly or bi-weekly bookings more cost-effective.
When are Cancellation Costs Due?
In principle, every cancellation of up to 48 hours in advance is free of charge. The more last-minute the cancellation, the higher the compensation could be:
- Between 24 and 48 hours: up to 25 percent of the price
- Between 12 and 24 hours: up to 50 percent
- Under 12 hours: up to 100 percent
Insurance and Safety
What happens if something gets damaged?
Every booking is covered by liability insurance up to €5,000,000. If damage occurs, report it through the platform to start the insurance claim process.
Who handles the insurance claim if damage occurs?
If a damage exceeds €500, Helpling’s partner insurance handles it. For smaller damages, you coordinate directly with the cleaner.
Are my data and payment info safe?
Yes. Helpling uses encrypted payment processing and follows strict GDPR guidelines to protect your identity and financial data.
Do I Have to Be at Home During Cleaning?
It’s entirely up to you. However, especially at the first appointment, it is advisable to welcome your cleaner personally.
Find your ideal cleaner with just a few clicks
1. Enter your postcode
Enter your postcode to find cleaners available in your area.
2. Choose your preferred date
Select the preferred date, time and frequency of your clean.
3. Send your booking request
Compare cleaner profiles and prices and select who will receive your request.