Do you need help?

We have answers
How can we help?
FAQ

1. How do I make a booking?

  • You can make a booking through the Mamaria app, on our website, or even by Whatsapp/ Phone.
  • You can Whatsapp/ Call us at: +852 5547 3755

To make a booking through our app:

  • Download the app through Apple app store: https://itunes.apple.com/hk/app/mamaria%E5%AA%BD%E5%AA%BD%E5%A5%BD%E5%B9%AB%E6%89%8B/id1062236630?mt=8
  • We’ll collect a few personal details such as your name, phone number, home address.
  • You can pick the services you want, and select a date and time that works for you. Keep in mind that bookings are a minimum of two hours.
  • The payment will be taken electronically in the app via a secured payment platform.
  • A confirmation will be sent to your email post successful payment.
  • You can view your scheduled bookings in the app, and you can even talk to your scheduled cleaner through our app.

To make a booking through our Website:

  • Go to www.mamaria.hk
  • Go to Book Now
  • Follow 3 easy to follow guided steps and your cleaner will be arranged.
  • Confirmation will be sent to your email.
  • You can view your scheduled bookings in the website after logging in or even through the app with the same login.

To make a booking through the traditional channel:

  • You can Whatsapp/ Call us at: +852 5547 3755 and we will take it from there.

2. Do I need to be home?

  • We recommend customers to be at home during the initial visit to show our cleaner around. Feel free to make arrangements with your cleaner for following visits. You can even leave the key with your doorman or security guard. Our cleaner can let themselves in if you are not home.
  • Once our cleaner has arrived, feel free to stick around during the cleaning process, or you can head off and just leave our cleaner to their tasks. Whatever you are most comfortable with is fine with us.

3. How does MaMaria work?

  • Mamaria is an online mobile platform for connecting individuals looking for household and office cleaning services with top quality pre-screened independent contracted cleaners.
  • Mamaria matches customers with trusted professionals in their vicinity. With a seamless booking process and secured payment this is the easiest and most convenient way to book your cleaning service.

4. How do I open an account

  • You can sign up using your phone number or Facebook. When you make your first booking, we’ll collect a few personal details such as your name, contact number, email and address from you.
  • If you use your phone number to sign up for MaMaria, we will send a 4-digit verification code, via SMS, to the mobile number you provided to confirm your account.
  • You will be using the same phone number to log in, to check or change your upcoming bookings, or even to retrieve past bookings so that you can book the service with the same cleaner again.

5. What’s the cancellation policy

  • You can reschedule or cancel 48 hours in advance for free.
  • The Mamaria platform is flexible but we do have rules. If cancellation is made within 24 hours’ you will be charged the full amount.

6. Do you offer a cleaning subscription plan?

  • We are afraid but we don’t at the moment. However frequent bookings make you save more. To take advantage of this discount, simply make multiple bookings at a time. You’ll be able to select frequency, add extras, and pay for all your bookings directly in the app.

7. What if the booking option is not available on your app/ online?

  • We would love to cater to your customized needs – simply call/ whatsapp us at +852 55473755 or e-mail us at info@mamaria.hk and we will help you arrange a service plan that best suits your needs.

8. How much is the cleaning service?

  • It is HKD110/ hour, with a minimum of three hours. For two hours, it is HKD125/ hour. For two and a half hours, it is HKD120/ hour.
  • Add an extra HKD30 for a one time insurance, and add extra HKD90 for four times insurance.
  • Add an extra HKD100 for cleaning supplies, and another HKD100 for mop and water bucket. All of the extra supplies will be left with you after use.

9. If I am dissatisfied with the cleaning service. Is there a money-back guarantee?

  • We aim for our cleaners to provide the highest standard of service. If you are in any way dissatisfied, we can send another cleaner to set things right. Please be sure to rate your cleaner, so that our system will learn your preference. Don’t hesitate to contact our customer service team through email (info@mamaria.hk) or by Whatsapp/ telephone at +852 5547 3755. Please note that claims regarding service needs to be filled within 72 hours of services rendered.

10. How do I contact the cleaner?

  • Feel free to contact our cleaner via the in-app call or messaging system.

11. What is your hours of operations?

  • The cleaners can arrive as early as 8:00 am and finish as late as 10:00pm. They work seven days a week.

12. Do I need to tip my cleaner?

  • Our pricing is completely transparent, the price quoted includes everything. Tipping is not required.

13. Are the cleaners insured?

  • Insurance options can be purchased in-app during the booking. Our insurance is provided by California Insurance and covers the basic as required by the Hong Kong Employees' Compensation Ordinance.

14. Which location is MaMaria available at?

  • Mamaria is available in all the major areas of Hong Kong. However, since we are a platform that connects individual cleaners with cleaning jobs, it all depends on the supply and demand in the area where the service is required.

15. Do cleaners bring their own supplies?

  • In general, our cleaners will use the supplies provided in-house. If you do not have any cleaning supplies at home, or if it is a move in and move out sale/ rent, you can add an extra HKD100 for cleaning supplies and HKD100 for mop and bucket and our cleaners will come prepared. The cleaner will also leave the supplies with you after use.

16. What is included in the cleaning supplies?

  • Add HKD100 for cleaning supplies and this includes:
  • All-Purpose Cleaner
  • Glass Cleaner
  • Towel/ Scour Pads (百潔布)
  • Gloves
  • All the cleaning supplies will be left with you after use. If you need any extra detergents or tools, please contact your assigned helper to arrange.

17. Am I required to arrange for employees' compensation insurance?

  • The Hong Kong Employees' Compensation Ordinance requires that all employers hold valid employees' compensation insurance policies. Hence, employers are required to arrange for employees’ compensation insurance policies to cover their liabilities for any work-related injury or fatality sustained by the Helpers that arise out of and in the course of employment.
  • Sometimes your home insurance already cover the cleaners insurance.
  • Otherwise, you can purchase the employee compensation insurance during the booking process your next service.

18. Who are the cleaners?

  • MaMaria’s cleaning professionals are all top quality pre-screened independent contracted cleaners. All cleaners on our platform are vetted, ID checked and are legally allowed to work in Hong Kong as contracted cleaners.
  • Most of our cleaners are certified by Employees Retraining Board domestic helper training program. To learn more about our cleaner’s qualifications, visit www.erb.org.

19. Can I trust the cleaners?

  • All MaMaria cleaners using our platform are vetted and rated by ourselves and our customers.
  • We maintain HKID copies of our cleaners.
  • Our customer service team is always ready to respond to urgent matters within a reasonable timeframe.

20. What is included in a cleaning service?

  • Our standard cleaning service includes the basics like vacuuming and/or mopping of floors/ washing the bathroom and toilets/ Cleaning the kitchen and tidying the bedrooms, living rooms and common rooms.
  • You can see the MaMaria Service Checklist here:
  • link to checklist
  • Of course, you can always work out with your cleaner on your preferences and the cleaner will prioritize according to your needs.
  • You can also add extra service like washing dishes/ cleaning inside the fridge or laundry wash and dry by adding in more hours of service.

21. What is included in the office cleaning service?

  • Our standard office cleaning service includes the basics like vacuuming and/ or mopping of floors/ cleaning bathroom/ dusting any surface area/ emptying trash.
  • Just let our cleaner know what else is there to be done and they will do their best to accommodate.

22. My cleaner never arrived

  • You should never have to deal with uncertainty around your booking experience, and we apologize for the lapse in service. You can get in touch with our customer service team at +852 5547 3755 and we will assist immediately.
  • You can also try to contact your cleaner using the in-app messenger or phone service – maybe our cleaner is attending to an emergency.
  • We will try our best to send someone over right away. If not, we will reschedule a service as soon as possible.
  • Again, we apologize for the inconvenience caused.

23. How do I cancel a service?

  • Cancelling a service is easy. You can cancel your booking through our app, by phone, by email, or even through our website. As long as you cancel 48 hours in advance, there will be no charges.

24. Can I make change to the service i booked?

  • You can make changes to the services up to 48 hours in advance. You can change the date and time the cleaner is coming, as well as the address. If you would like to make more changes to the booking, simply cancel the booking and make another request again.

25. Can I book the same cleaner again?

  • Sure – we are more than glad to know that you would like to book again with us. Simply login to your app or in our website, go to My Profile -> My Past Booking -> Book Again.
  • You can view the available time of your cleaner and be able to book the same cleaner again.

26. What if I need employee compensation insurance?

  • Insurance is available for purchase in-app during booking.
  • You can select the option of buying one time or a four time insurance depending on the number of services you booked.
  • Sometimes, Employee Compensation Insurance is already included in your Home insurance and you can check with your agent.
  • All of our insurance policy is provided by California Insurance and you can contact them through: https://www.california.com.hk or call +852 2545 6585

27. What does the insurance include?

  • The insurance covers injury or accidents the cleaner might sustain during their booking and is in accordance with what the Employees' Compensation Ordinance requires.
  • The insurance policy: [link to insurance policy]
  • All of our insurance policy is provided by California Insurance and you can contact them through: https://www.california.com.hk or call +852 2545 6585

28. Can I buy insurance for office cleaning?

  • Of course! However, due to the nature of office cleaning, such policy is not available for purchase through our app or online.
  • Please contact our insurance provider and they can help you out with a plan.
  • All of our insurance policy is provided by California Insurance and you can contact them through: https://www.california.com.hk or call +852 2545 6585

29. What if I have a pet?

  • Our cleaners are perfectly capable of handling pets. Just let us know in advance by selecting pets as Extra Service in the app/ website, and feel free to leave any specific instructions for our cleaners regarding your pets, they will do their best to accommodate!
  • This is completely free!

30. Can the cleaner help me with cooking?

  • Not all our cleaners are well-versed in the kitchen. Usually for cooking orders, we can help you place manually. Please Whatsapp/ Call us at +852 5547 3755 and we can help you arrange a qualified cleaner that suits your needs.

31. What if I have a move in/ move out clean?

  • No problem at all. Just specify during your booking and click the option indicating that it is a move in/ move out clean and we will send someone who is suited for the job
  • Do keep in mind that the minimum booking hours for any move in/ move out clean is 4 hours and our cleaners can only do a simple clean up – we do not cater for professional cleans.
  • If you need the cleaner to bring cleaning supplies or mop/ bucket, please also add the extra during booking or else we would assume that you have everything in the house for the cleaner.
  • For any enquiries, please contact us through phone/ WhatsApp us at +852 5547 3755.

32. Can I ask my cleaner to buy grocery?

  • Sorry, but this service is not available at the moment online.
  • However, you can arrange with your cleaner individually.

33. Can I pay by cash?

  • Sorry, but all our payments are accepted electronically during booking.

34. What method can I pay?

  • Right now, we only accept payment with credit card (either Visa and Master) in app or online.

35. Is the payment method secured?

  • Our payment system is supported by Braintree. Braintree is a secured mobile payment platform with Level 1 PCI DSS Compliant Service Provider validation. Braintree is on Visa's Global Compliant Provider List and MasterCard's SDP List.

36. What should i do if I suspect your cleaners to have broken or stolen something?

  • We are really sorry to hear this.
  • We suggest the employers to first discuss with their helpers to understand the actual circumstances. Please call our customer service hotline at +852 5547 3755 and we will assist immediately.
  • Depending on the circumstances, employers may contact the Labour Relations Division of the Labour Department. Please refer to the website of the Labour Department for contact information of the branch office of the Labour Relations Division, or call Labour Department's 24-hour Hotline: 2717 1771 for enquiry.
  • Should criminal offence be involved, the employer should report to the police.
  • Once we figure out what happened, MaMaria can offer up to HKD300 worth in compensation upon receipt of proper documentation and evidence.

37. How do I sign up to be a cleaner?

  • Simply sign up on the link here: [link here] or
  • Download our app: https://play.google.com/store/apps/details?id=com.ma_maria_cleaner&hl=en

38. Can I change my password?

  • Simply logon to your account
  • Go to My Profile
  • There is an option to change password in My Profile
TERMS OF SERVICES
Be Social
Download

For Client

For Cleaner

#163, Unit 518, Level 5, Core F, Cyberport 3, 100 Cyberport Road, Hong Kong
+852 5547 3755

MaMaria Ltd, is a branch of The Alternatives (HK) Ltd. All Rights Reserved.