Frequently asked questions
Housemaids and professional cleaning in one placeFixed prices, shown before you bookPhone support Monday to Friday
207,123Cleanings booked through the platform
74,687Customer reviews
48 hQuality guarantee on professional cleaning
Mon–FriPhone support, 8.30 am to 5.30 pm
Find your answer
Two kinds of service, two sets of answers. Pick the one you booked, or the one you’re weighing up.
Housemaid service
Everything about our housemaid service: what a visit covers, how the timing works, changing or skipping visits, and payments. Want the full picture first? See the housemaids page.
General
What services can I expect from the housemaid?
The housemaids take care of the chores that come up every week: cleaning surfaces and rooms, ironing, hanging out washing, washing up and changing bed linen. Mirrors and interior glass doors and partitions are included, but cooking and window cleaning are not. The housemaid works with your own equipment and cleaning products.
What should I do on the first visit?
Remember how you felt on your first day in a new job? You probably weren’t sure what to do or how, you didn’t know your managers’ exact expectations, and you were relying on people being kind and explaining things so you could do your best. That is exactly how a housemaid feels walking into a new home. It helps enormously if you show them where the equipment and cleaning products are, tell them your priorities and how you like things done, and give them time to settle in.
Can I always have the same housemaid?
Only the FIX subscription guarantees that the same housemaid visits you on the same day every week. With other booking types, you can book your usual housemaid only if they are available.
Do I have to be present throughout the visit?
Your presence during the visit is entirely up to you. We don’t require it. All that matters is providing access to your home and a way for the housemaid to lock up when they leave.
How should I show my appreciation or dissatisfaction with a housemaid’s performance?
After each visit you’ll receive an email with a form to rate your housemaid’s work. The highest mark is 10 and the lowest is 1. Be completely honest: your feedback helps us keep quality high and improve the service constantly.
Timing and time slots
Can I request a housemaid at any time of day?
Visits start at 09:00 or 14:00 and last four hours. Times may vary for services other than the housemaid service.
Can the housemaid stay more or fewer hours than booked?
Every visit lasts exactly the four hours booked. If the housemaid finishes the agreed tasks early, ask them to suggest additional tasks for the remaining time.
What does the booked time cover, and what about smaller properties?
In our experience, a four-hour visit is enough for a good clean of a 60–100 m² home, depending on its condition. Our estimate is based on a full clean, top to bottom. For smaller homes, we suggest changing how often you book, not the length of the visit.
Changing or skipping visits
How do I cancel a subscription visit?
The button to cancel a visit is on your dashboard: click it and the visit is cancelled. The conditions for cancellations are set out in our cancellation policy.
When can I skip a visit without fees applying?
That depends on how far in advance you skip it. The exact deadlines are set out in our cancellation policy.
Can I change the address on my FIX subscription?
You can’t change the address of a subscription. You’ll need to cancel the current one and create a new subscription with the correct address.
Payments
Can I request an invoice?
Yes. Just tick the ‘Invoice’ box on the payment page and fill in your company details. For questions about invoices, email us at info@domestina.de.
How do I pay for the housemaid service?
You pay the housemaid in cash after the visit, and the housemaid keeps 100% of the amount. No other payment methods are available.
Does the platform charge a fee?
Housemaids keep 100% of what you pay them. Domestina is funded through Domestina Club, which costs €9 for the first month and €9.90 for each month after that. It can be cancelled at any time without penalty and starts automatically with your first housemaid booking.
Professional cleaning
Everything about professional cleaning by our partner companies: being present, supplies, the quality guarantee, bookings, timing and payments. Comparing firms? See the cleaning companies page.
General
Do I have to be present during the cleaning?
Your presence during visits is entirely your decision. It isn’t mandatory. All that matters is giving access to your home at the start and being there at the end of the clean to check the quality of the service and pay the company.
Will they bring cleaning supplies?
The contractors for every service on the platform, except ‘Housemaids’, are professional cleaning companies that bring all the necessary professional cleaning supplies.
How should I show my appreciation or dissatisfaction with a company’s performance?
When the visit is finished you’ll receive a feedback form by email. There you can rate the contractor’s work from 1 to 10. Fill it in honestly to help them understand whether their clients are satisfied with their work.
What does the quality guarantee cover?
Each contractor on the platform provides a quality guarantee within the 48 hours following the service. That is also the window during which the feedback form is active. The guarantee applies only to the quality of the service provided and, in the event of a complaint, the contractor visits again to resolve it. The guarantee does not include refunds.
How do I contact the company I’ve already booked with?
Once you complete an order through the platform, you’ll receive an email with the booking details and the phone number of the company you chose. You can also find that number in your dashboard by clicking the company’s name.
Bookings
How do I place an order?
The booking process is entirely online.
How do I know if my order has been accepted?
Once the order is completed successfully, you’ll receive a confirmation email with the details of the service booked. The company will visit you on the day and time you selected.
How do I book several services at once?
You can add extra services to the original one after choosing the company, date and time slot. In the next step you’ll see which other services that company offers that you can combine.
Timing and time slots
When should I expect the company, and how long does the service take?
The time slot you chose shows the start and end time of the visit. The team will give you more precise information about the expected finish time.
How many people will come?
Each company assesses which team to send based on the size of the property and the specifics of the service booked. Usually the team is made up of two to four people.
Changing or skipping visits
How do I cancel a booking?
You can cancel a visit online no later than 18:59 the day before. The button to cancel a visit is on your dashboard: click it and the visit is cancelled.
How do I move a booking to another date?
You can change the date or time slot from your dashboard using the ‘Change’ button. The selected company’s schedule will be shown so you can choose another day or time. Changes can be made no later than 18:59 the day before.
Payments
Can I pay by bank transfer, debit or credit card, or any means other than cash?
Services from cleaning companies are paid in cash only, directly to the company once the service has been provided. No other payment methods are available.
Can I request an invoice?
Yes. Just tick the ‘Invoice’ box on the payment page and fill in your company details. Invoices are issued by the service provider, not by Domestina.
Nothing holding you back? Book in one minute
Fixed price shown before you confirm, with the guarantee and cancellation terms above.
Still have questions?
Talk to a real person
+49 800 723 7994Monday to Friday, 8.30 am to 5.30 pm · info@domestina.deGo to the contact page ❯Call us now: +49 800 723 7994