Frequently asked questions
Frequently Asked Questions
Domestic helpers
General
What services can I request from the domestic helper?
Our domestic helpers provide all types of household services: cleaning all surfaces in your home, washing windows, cleaning appliances such as stoves, refrigerators, etc. They can also take care of folding and ironing laundry, changing sheets, helping you organize your wardrobe and even sewing on a loose button. During the visit, you can ask the domestic helper to do some shopping or pick up your clothes from the dry cleaners, or if you like to shop online, she can accept delivery from a courier.
What should I do on my first visit?
Do you remember how you felt on your first day at a new place? You probably didn’t know what your manager’s exact requirements were, and you relied on people to be friendly and understanding so you could show your full potential.
That’s how our domestic helpers feel when they first enter your home. It’s important to show them where all the materials and supplies they need are, tell them your priorities, and give them time to get used to the environment.
Can the same domestic helper visit me?
Only your subscription guarantees that you will be visited by the same domestic helper every time, with the same day and time fixed every week. For other types of services, you can order the domestic helper you want only if she is available.
Do I have to be present during the visits?
Your presence during the visits is entirely your decision. We do not require it from you in any way, the only important thing is to provide access at the beginning and a way for the housekeeper to secure the property when finished.
How do I thank or show dissatisfaction with the performance of the housekeeper?
Duration and slots
Can I order a domestic helper at any time of the day?
Each housekeeper visits two addresses per day, which requires the use of pre-defined ranges: 08:30-12:30, 13:30-17:30.
In case the client expresses a desire, the housekeeper can arrive later than the starting time, but cannot leave later than the ending time.
Can the housekeeper stay more or less than the booked duration?
Each housekeeper has a predetermined schedule to work on, and each visit is scheduled to last exactly the booked duration. In case the Housekeeper completes her assigned work in a shorter time, ask her to suggest what work to fill the remaining time with.
What does the visit involve and is it too long for smaller homes?
From our experience so far, we estimate that a three-four hour visit is enough for a normal cleaning of homes of 60-100 sq m, depending on their condition. The calculation is based on a full service - from making the bed to washing the bathroom until it shines. For small homes, we advise you to change the frequency of visits, not the duration.
Change and postponement
Can I skip or postpone a subscription visit?
When you subscribe, you get one free cancellation, and for every four visits you make, you get one more. You can accumulate a maximum of three free cancellations. The cancel visit button is located on the All Your Orders page . If you click it, the visit will be skipped.
When is the latest I can postpone a visit without being charged a fee?
According to our cancellation policy , you can miss a visit without charge, up to two days before the visit.
How can I change the address of my FIX subscription?
You cannot change your subscription address. You can cancel your current subscription and start a new one at a different address.
Payments
Can you issue me an invoice?
Yes, all you need to do is click the "Request an invoice" button on the payment page and fill in your company details. We will send you an invoice via email within two hours of each visit.
Can I pay in cash, by bank transfer or by other means other than a card?
The only way to benefit from Domestina's services is to pay with a debit or credit card. The amount is blocked up to 6 days before the visit and is withdrawn from the card only after the visit itself. Other types of services can also be paid for with other payment methods. You can contact info@domestina.bg for more information.
Are payments on the site secure?
Your credit card details never reach Domestina's servers. Our partners at Braintree make payments for us. Braintree is a company under the PayPal umbrella and is one of the largest companies in the field of online payments, covering the highest level of security (PCI DSS). Any other interaction you have with Domestina is protected with 128 bit SSL/TLS encryption.
Professional cleaning
General
Do I have to be present during the cleaning?
Your presence during the visits is entirely your decision. We do not require it from you in any way, the only important thing is to provide access at the beginning and be at the address at the end of the cleaning to accept the site and make the payment to the service provider.
Will they carry cleaning supplies and equipment?
Contractors for all services on the platform, with the exception of "Home Helpers", are professional cleaning companies that themselves provide the necessary professional cleaning products and tools for cleaning.
How do I thank or express dissatisfaction with the performance of the Contractor company?
Once the visit is complete, you will receive an email with a feedback form. There you can rate the Contractor's performance from 1 to 10 stars. Fill out the form honestly to allow platform users to understand whether the company's clients are satisfied with their work.
What does the quality guarantee include?
Each company on the platform provides a quality guarantee within 48 hours of the service being provided. This is also the period in which the feedback form you receive by email is active. The guarantee applies only to the quality of the service provided and in the event of a complaint, the company makes a second visit to correct the shortcomings. The guarantee does not include a refund of paid amounts.
How do I contact the company I ordered from?
After completing an order through the platform, you will receive an email confirming the details of the reservation as well as the phone number of the company you have selected. Also, you can access the phone number through your dashboard by clicking on the Company's name.
Order
How can I place an order?
Orders for all services on the platform are made online
How can I be sure that my order has been accepted?
After a successfully completed order, you will receive a confirmation email with details of the ordered service. The company will visit you directly on the selected day and time.
How do I order if I want more than one service at the same time?
You have the option to add additional services to the initially selected one after marking the Contractor, date and time of visit. In the next step you will see what other services offered by the company you can combine with.
Duration and slots
What time should I expect the company and how long does the cleaning take?
The selected time slot for the visit shows the start time at which you can expect the Contractor and the end time at which the cleaning should be completed at the latest. On site, the team will provide more precise information about the expected completion time.
How many people should I expect in a team?
Each company determines what team to send for the visit, depending on the size of the site and the specifics of the ordered service. Typically, the team consists of two to four people.
Change and postponement
How can I cancel a booked visit?
You can cancel a visit online no later than 18:59 the previous day. The cancel visit button is on your dashboard, if you click on it, the visit will be canceled.
How do I move a reservation to another date?
You can change a selected date/time for a visit from the page with all your orders by clicking the “Change” button. The selected Contractor's schedule will appear for you to choose another day/time. Changes can be made no later than 18:59 on the previous day.
Payments
Can I pay by bank transfer, debit/credit card, or other method other than cash?
The only way to benefit from Domestina's services, except for "Domestic Helpers", is by paying in cash. Payment is made directly to the company after the service is performed. No other payment methods are available.
Can you issue me an invoice?
Yes, all you need to do is click the "I want an invoice" button on the payment page and fill in your company details. The invoice is issued by the Service Provider, not by Domestina.
