Hi! I'm KotiGPT, your helpful home service AI. You can ask me about our services, availabilities and how to order!
FAQ
Frequently Asked Questions
Are there hidden costs in your prices?
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.
My doer is late, what do I do?
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.
How do I confirm my order?
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.
How can I pay for the service I ordered?
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).
Are the services ordered through you covered by the household deduction?
All services ordered through Kotihand, except Moving Services, are subject to a household deduction, which this year (2024) is 40% of the price of the service ordered. The customer applies for a household deduction in his personal taxation.
Are there hidden costs in your prices?
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.
My doer is late, what do I do?
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.
How do I confirm my order?
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.
How can I pay for the service I ordered?
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).
Are the services ordered through you covered by the household deduction?
All services ordered through Kotihand, except Moving Services, are subject to a household deduction, which this year (2024) is 40% of the price of the service ordered. The customer applies for a household deduction in his personal taxation.
What if it takes less or more time to clean than expected?
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.
Do I have to be present during cleaning?
It is enough for the cleaner to get inside. So you can be at home or spending time elsewhere.
What is your estimate of the time it takes to clean up?
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.
Do all cleaners speak perfect Finnish?
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.
Do I have to have my own cleaning supplies?
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.
How many cleaners come to the scene?
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.
Does my cleaner change every time?
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.
I had a one-time cleaning and now I want a regular cleaning. How does that work?
You can easily switch to a regular contract by contacting our customer service via email at info@kotihandi.com.
What if I want to change the cleaner?
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
Can I give the cleaner my key?
You can agree to hand over the keys with the cleaner using the key handover form sent by Kotihand.
Can pets be at home during cleaning?
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.
What if something breaks? Are the cleanings insured?
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 or more time than estimated?
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 I'm not completely happy with the service?
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.
What if the doer doesn't show up?
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.
My doer is late, what do I do?
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.
Is there a problem if I'm cleaning at home at the time?
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.
Is my data and money safe?
Our booking and payment system is modern and secure. We also do not sell or share our customers' information to third parties.
How can I change or cancel my order?
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.
What is your estimate of the time spent on the service based on?
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.
How do I know my home service time when ordering?
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.
If I cancel my order, how do I get my money back?
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.
Do you receive feedback?
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.
Can you move my plants?
Of course, please protect your plant carefully according to our packing instructions, so our moving team will carefully load it into the moving car.
Can you move my pet? (such as hamster, etc.)
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.
Who is responsible for the goods during transport?
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.
How to apply for a household deduction?
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/
Can Kotihandi apply for a household deduction on my behalf?
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.
Does Kotihandi offer assistance in matters related to household reduction?
Upon request, we provide our customers with a summary of payment receipts that are eligible for a household deduction.