FAQ

You only pay for what you order. We use low hourly rates to make a basic estimate of the duration of cleaning based on the area of your apartment.

We always strive to inform you in advance if the service you have ordered is late and we will resolve the situation in the way that suits you best. The duration or content of the service is not affected by the delay. If for some reason you have not received information about the delay in advance, you can contact our customer service directly.

Your order will be confirmed by email. In addition, we will send you a separate reminder message the day before the cleaning time, and you will receive a follow-up link by phone when the cleaner is on your way, through which you can follow the cleaner's arrival.

You can pay for your order either with a debit card or via the payment link we send, which accepts all major payment cards. Payment is also possible with online banking IDs (online payment buttons of all Finnish banks: Nordea, OP, Danske Bank, Aktia, Handelsbanken, POP-Bank, Säästöpankki, OmaSäästöpankki, S-Bank, Ålandsbanken).

All services ordered through Kotihand, except Moving Services, are subject to a household deduction, which this year (2020) is 40% of the price of the service ordered. The customer applies for a household deduction in his personal taxation.

You only pay for what you order. We use low hourly rates to make a basic estimate of the duration of cleaning based on the area of your apartment.

We always strive to inform you in advance if the service you have ordered is late and we will resolve the situation in the way that suits you best. The duration or content of the service is not affected by the delay. If for some reason you have not received information about the delay in advance, you can contact our customer service directly.

Your order will be confirmed by email. In addition, we will send you a separate reminder message the day before the cleaning time, and you will receive a follow-up link by phone when the cleaner is on your way, through which you can follow the cleaner's arrival.

You can pay for your order either with a debit card or via the payment link we send, which accepts all major payment cards. Payment is also possible with online banking IDs (online payment buttons of all Finnish banks: Nordea, OP, Danske Bank, Aktia, Handelsbanken, POP-Bank, Säästöpankki, OmaSäästöpankki, S-Bank, Ålandsbanken).

All services ordered through Kotihand, except Moving Services, are subject to a household deduction, which this year (2020) is 40% of the price of the service ordered. The customer applies for a household deduction in his personal taxation.

If cleaning takes less time than expected, we will refund the difference to the account you provided. If for some reason more time is spent on cleaning than expected, the price of the extra time will first be accepted by the customer before the work is resumed.

It is enough for the cleaner to get inside. So you can be at home or spending time elsewhere.

Our time estimate is based on the number of square meters of the apartment as well as experience in cleaning thousands of apartments, based on which we are able to provide a relatively accurate time estimate of cleaning visits. Of course, depending on the individual cleaning tasks and the customers' wishes for the cleaning tasks, the estimated time can be shortened or extended by agreement in order to achieve the best possible result.

There are also people among cleaning professionals who do not speak Finnish very well. However, that doesn’t mean they aren’t good and reliable cleaners. Still, of course, we require that all cleaning professionals working through us be able to communicate with our customers at an adequate level. If not in Finnish, then at least in English. The most important thing, regardless of the language, is a smooth and pleasant customer experience.

No need. All cleaners come with cleaning supplies. According to the customer's wishes, the cleaner can also use the customer's cleaning equipment, as long as it is agreed in advance.

Usually one cleaner performs the basic cleaning. If the estimated cleaning time exceeds three hours, we can send two cleaning professionals. This halves the cleaning time and allows you to enjoy your clean home faster. In this case, the cleaning is paid for each cleaner according to the original hourly estimate.

When ordering regular cleaning, the same familiar cleaner is usually attached, who knows your cleaning wishes and can prioritize cleaning tasks according to your instructions. Unfortunately, for single cleanings, we cannot guarantee the same cleaner for every cleaning visit. Of course, you can expect the same cleaner for every one-time cleaning, and we will do our best to arrange it.

You can easily switch to a regular contract by contacting our customer service via email at info@kotihandi.com.

Of course you can. If for any reason you want to change the cleaner, please contact our customer service by e-mail info@kotihandi.com or by phone 045 490 8090

You can agree to hand over the keys with the cleaner using the key handover form sent by Kotihand.

Pets are dear! Of course they can be, but it is the customer's responsibility to make sure the cleaner has peace of mind at work.

All our cleaners are liability insured. In the event of any damage, please contact our customer service as soon as possible, but no later than five days from the time of cleaning. Keep in mind, however, that insurance policies do not, in accordance with general industry practice, cover the loss of our customers ’personal valuables. Therefore, we recommend that our customers put their valuables in a safe place during cleaning. Just in case.

If the service takes less time than expected, we will refund the difference to the account you provided. If for any reason more time is spent on the service than anticipated, the price of the extra time will first be accepted by the customer before the work is resumed.

If you are not completely satisfied with the service, you can send feedback to our customer service no later than the day after the service: info@kotihandi.com We always offer you a satisfaction guarantee and together we will find a good solution to the situation.

Such cases are very rare and even then it has usually been a sudden case of illness or a traffic accident. However, should this be unfortunate, we ask that you contact our customer service immediately. We will investigate and refund you for a lost service, either in full or with a new service.

We always strive to inform you in advance if the service you have ordered is late and we will resolve the situation in the way that suits you best. The duration or content of the service is not affected by the delay. If for some reason you have not received information about the delay in advance, you can contact our customer service directly.

Not at all. The home is your castle and our professionals are just there visiting. However, we recommend that you give the cleaner peace of mind so you can focus on other things.

Our booking and payment system is modern and secure. We also do not sell or share our customers' information to third parties.

You can change or cancel the cleaning you ordered 48 hours before the booked cleaning starts. Please note that for cancellations less than 48 hours we will charge by agreement to cover our one hour costs. The case also applies to situations where the cleaner arrives and does not have access inside or the customer is not present and for some reason has also not notified of the changes.

Our time estimate is based on the number of square meters of the apartment and the experience of cleaning or changing thousands of apartments, based on which we are able to provide a relatively accurate time estimate of visits. Of course, depending on the individual service tasks and customer preferences for the tasks, the estimated time can be shortened or extended by contract to achieve the best possible outcome.

When ordering, tell us the size of your home, based on which our counter created by cleaning and moving professionals will tell you the recommended service time for your home.

We will refund your payment in full within two (2) weeks of receiving the cancellation. Please note that if canceled less than 48 hours before cleaning, we will charge one full hour as agreed. Admittedly, we treat cases differently. If there is a case of illness, we ask the customer to submit a medical certificate (1) within one week of sending the notification.

All our customers' opinions and experiences are welcome. We develop and build our services for our customers based on feedback. Feedback can be sent either by e-mail or via the feedback service immediately after cleaning. You can also leave a review on our social media channels.

Of course, please protect your plant carefully according to our packing instructions, so our moving team will carefully load it into the moving car.

We recommend that pets, especially those with their own cages or other boxes / enclosures that require special care, be moved separately from home furniture to avoid damage.

During transport, Kotihandi is responsible for all goods if you have packed the goods and furniture properly to avoid damage (unless otherwise agreed for packaging). Please see our delivery terms regarding liability for packaged products, transport safety, insurance and disclaimer in Force Majeure situations.

You can apply for a household deduction directly from the taxpayer. More information on the household deduction and how to apply for it can be found on the taxpayer's website: https://www.vero.fi/henkilöoasiakkaat/verokortti-ja-veroilmoitus/tulot-ja-vahennykset/kotitalousvahennys/nain-ilmoitat-kotitalousvahennyksen/

According to Finnish law, the household deduction is personal, so you must report it to the taxpayer yourself. Applying is easy and you can find clear instructions on the taxpayer's website.

Upon request, we provide our customers with a summary of payment receipts that are eligible for a household deduction.