Frequently Asked Questions
Did you find a pro that you really liked? Awesome! You can add the pros you like the best to your Pro Team.
Pro Teams help you build a network of preferred professionals. Pick your favorites, and reschedule with them directly in the app.
When you first start booking with Handy we'll add professionals to your Pro Team who we think you'll enjoy working with, and each time you work with a new pro we'll add them as well.
If you're unhappy with someone's service, and don't want to work with them again, just let us know with your rating. If you rate 2 stars or less, we'll be blocked them from your team.
You can even select a favorite pro from your team. This means they'll receive your job requests first, before we check with your other pro team members.
You should never have to deal with uncertainty around your booking experience, and we apologize for the lapse in service.
You can use the form below to get in touch with our customer experience team; we aim to respond to urgent issues like this within minutes.
Again, our apologies. We hope you'll give us a chance to make this right.
If you'd like a replacement booking 24 hours from now, please include this request along with your availability.
If you'd like a replacement booking but aren't sure when you're available, just let us know!
If you'd like to cancel or skip an individual booking you can learn how to do that here. If you're looking to cancel your full cleaning plan there are a few things we'd like you to consider:
- Handy has thousands of professionals on our platform. Let us help you find the right one to meet your needs. Once you’ve found the right pro for you, you can easily have them back time and time again to clean your home just the way you like it.
- Looking to change how often your cleanings occur? It’s easy to change the frequency of your cleanings by clicking here.
- Don’t forget, with Handy your happiness is always guaranteed. We stand behind the service our professionals deliver and every booking is insured.
- Enjoy peace of mind by tracking the progress of your pro during your cleaning using the Handy app.
When you instant book a pro (through Search, the Change Pro feature, the Choose Pro feature, rescheduling, or their profile), you are immediately confirmed with that pro to service your booking. However, sometimes a pro will have something else come up in their life and realize they can no longer service your booking. Pros can then decide to remove themselves from that booking.
We’re proud to say that the vast majority of pros keep the jobs claimed through Instant Book. In the case where your chosen pro decides not to do your booking, the platform automatically helps match you with another top pro for your booking! If you’d still like to change your pro at this point, you are welcome to use the Change Pro feature found in our iOS and Android apps.
The professionals using the Handy platform are required to maintain a high set of expectations, and if a pro acted unprofessionally, that's unacceptable and a clear breach of trust.
Please rate your pro, so that our system can prevent you from being matched with them again. Then, get in touch with our customer experience team to file a report; we aim to respond to urgent issues like this one within minutes.
Again, your trust is a top priority. We're very sorry for this lapse in professionalism.
Your trust is one of our highest priorities, and we apologize for any incidents. Fill out the form below to submit the details of the issue to our team. Please be sure to include a detailed description of what happened.
We'll review the information you provide and get back to you shortly. At that time we may request that you submit a formal claim request, including photographs and proof of ownership. Please note, we request that any damaged or missing item claimed be reported within 72 hours of the service's completion.
Did your professional finish the job to your satisfaction in record time? If that's the case, you can adjust the hours by contacting our customer experience team and explaining the situation to them.
Please note that our bookings are subject to a three hour minimum.
If the pro left the job unfinished please be sure to rate them in the app.
Any pro you rate lower than three stars won't be matched with you again. After that, contact the customer experience team so we can refund you for all the unused time.
Right now for customers signing on to a commitment cleaning plan with Handy for the very first time we’re offering a significant discount. When you pay for five cleanings upfront, on top of your initial booking, you’ll receive 10% off the cost of each.
If you are a new customer you’ll be given the chance to accept this offer immediately after you sign up for your first booking.
Your payment will be added to your account in a lump sum of credits and will automatically apply to bookings as they generate.
Only those bookings which automatically generate will have your discount applied. If you create a one time cleaning it will be billed at our regular rate.
These credits will apply to any cleaning extras and non-cleaning bookings. If you add extras or a non-cleaning booking, they will use the credits we have put in your account. Once all the value of the credits is drawn down, Handy will charge your credit card for your next booking.
You’ll be able to reschedule your bookings at no additional cost, so long as you provide more than 24 hours notice. Credits do not apply to cancellation or reschedule fees. Cancellation and reschedule fees will be charged directly to your card.