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The Nimbus Homes FAQ Guide

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Are there restrictions to what I am allowed to ask the crew to do?

Our crew are only meant to perform the tasks stated and not work outside of the scope booked (for example, they should not be baby sitting or minding children when the service booked is housekeeping). Any additional task outside of the crew scope should be communicated with our Customer Concierge and we will try to make arrangements.

Are the crew insured?

Yes, all our crew are insured.

Do you provide refunds?

We provide partial or full refunds only if there are severe lapse in service standards or if service is not rendered within the scope of the agreed upon terms and conditions. Nimbus Homes reserves the right to determine whether a full / partial / no refund is given.

I need to reschedule/cancel my booking. What is your reschedule / cancellation policy like?

We try our best to provide a flexible rescheduling policy for our customers.

Housekeeping Rescheduling/Cancellation:
24 hours before: Free

Less than 24 hours before: $10 penalty

Can I tip my crew?

You may choose to tip your crew however you amount you wish to.

100% of tips go to our crew to reward them for their hard work.

How do I make payment?

You can make payment via Credit Card. Our Credit Card payments are secured by Stripe. You also will not need to pay for any additional card charges.

What kind of cleaning chemicals and tools does Nimbus Homes provide?

Our housekeepers will carry a basic set of cleaning expendables and chemicals.

They are:

- Sponges & Green Pads
- Metal scrounge
- Microfibre Cloths (Blue, Red & Green)
- Glass Cloth
- Spray Bottle
- Multipurpose Cleaning Cream
- Multipurpose Cleaning Liquid Solution
- Glass Cleaning Solution
- Kitchen Degreaser

Can I request a specific housekeeper / get the same housekeeper to service my apartment?

You can view the housekeepers individual availability on our booking site. However certain housekeepers may be very fully booked. To ensure that you get the same preferred housekeeper every time, we recommmend to make a recurring booking of the same day and time every week, which will secure the time of your preferred housekeeper.

Are the crew legal and trained?

Yes, all of our crew do have a proper employment contract with us. Our foreign cleaning crew all have the relevant work permit passes endorsed by MOM. Our crew are all trained in-house on the best industry practices.

We do not engage in subcontractors or freelancers.

Can the assigned crew speak English?

They will be able to understand and converse minimally in basic English.

Do I need to provide my own cleaning tools and chemicals?

Yes, you will need to have a basic set of cleaning tools such as:

- Vacuum cleaner OR Broom with Dustpan
- Mop with Mop Pole OR Spray Mop
- 2L Pail (Or any small pail)
- Pail with Mop Wringer
- Toilet Brush

What is the difference between move/ move out cleaning and deep cleaning

If the house is still being lived in, with furniture and other personal items in the house, it will be considered a deep cleaning.

Generally, the house should be empty or nearly empty of furniture for move in/ move out cleaning.

Take a look at our move in/ move out cleaning instead.

What is the process of deep cleaning?

The process of deep cleaning is as below:

1. Supervisor and team arrives with all tools and equipment

2. Supervisor inspects areas of house

3. Cleaning commences

4. Upon completion of cleaning, customer is invited to walk through the house for an inspection.

5. If there is any area of dissatisfaction, the supervisor will rectify it.

6. Once customer is satisfied, Supervisor takes 'After' photos, the acknowledgement form will be signed and the job will be considered complete.

What if I need post renovation cleaning?

If the house has a lot of furniture and other personal items, it will be considered a deep cleaning.

If the house is empty or nearly empty of furniture it will be considered move in/ move out/ post renovation cleaning.  You can take a look at our move in / move out cleaning here.

I am not yet sure of my Deep Cleaning date. What if I need to reschedule? What is your rescheduling / cancellation policy like?

We try our best to provide a flexible rescheduling policy. Please see below:

Rescheduling/Cancellation:
24 hours before: Free

Less than 24 hours before: $50 penalty

What is covered in Deep Cleaning?

Generally we will do the following:

✅  Cleaning of cabinets (interior & exterior)
✅  Cleaning of internal windows, grill, and blinds
✅ Cleaning underneath furniture and shifting of furniture where necessary
✅  Internal fridge cleaning
✅  Deep bathroom cleaning
✅  Thorough wipe down of doors and metal gate
✅  Thorough balcony cleaning
✅  Vacuuming, Sweeping & Mopping
✅  Deep kitchen cleaning including the interior of electrical appliances
✅  Removal of trash generated by our team only

Services that we do not provide include:  
❌  Removal of furnitures and trash UNRELATED to our cleaning process
❌ Cleaning of painted walls and ceilings
❌ Cement and paint stain removal
❌ Cleaning of pots, plates, cutlery and such
❌  Carpentry works or restoration works (e.g. Touching up of walls or minor works relating to interior design and construction within the house)
❌  Dusting work that requires workers to climb above 2m of height in accordance to MOM safety guidelines
❌  Pest control
❌  Washing or hanging of curtains

Why do you need photos / videos of my house?

They will assist our supervisor in determining the condition of the house and plan for the scope of work needed on the actual day of cleaning, as well as areas that they need to take care of. Thank you for assisting our supervisors on their work!

I have curtains that need to be cleaned. Can you clean my curtains?

Curtain cleaning is not included in the scope. However, we do provide steaming of curtains which will disinfect them and lift some stains. Take a look at our steaming services here, which can be an add on to your move-in / move-out cleaning at a discounted price.

Will you clean my lights / fans / above my cupboards?

Our team is able to climb to a maximum of 2 metres. Hence, they will be safely able to reach fixtures in houses of a normal ceiling height (2.5 - 3 metres).

However, the standard clean does not include high ceilings and fixtures (above 3 metres). If you have such fixtures to be cleaned, please contact our concierge team for a separate quote.

Do I need to provide any equipment? What equipment will be provided?

No equipment needs to be provided at all on the customer's end. Our team will bring all equipment necessary for the house, which includes commercial grade vacuums, cloths, dusters, ladder and chemicals.

Below are the chemicals and tools they will use.

What is the process of move-in/ move-out cleaning?

The process of move in/ move out or post renovation cleaning is as below:

1. Supervisor and team arrives with all tools and equipment

2. Supervisor inspects areas of house

3. Cleaning commences

4. Upon completion of cleaning, customer is invited to walk through the house for an inspection.

5. If there is any area of dissatisfaction, the supervisor will rectify it.

6. Once customer is satisfied, Supervisor takes 'After' photos, the acknowledgement form will be signed and the job will be considered complete.

Why do you need photos / videos of my house?

They will assist our supervisor in determining the condition of the house and plan for the scope of work needed on the actual day of cleaning, as well as areas that they need to take care of. Thank you for assisting our supervisors on their work!

I have curtains that need to be cleaned. Can you clean my curtains?

Curtain cleaning is not included in the scope. However, we do provide steaming of curtains which will disinfect them and lift some stains. Take a look at our steaming services here, which can be an add on to your move-in / move-out cleaning at a discounted price.

Will you clean my lights / fans / above my cupboards?

Our team is able to climb to a maximum of 2 metres. Hence, they will be safely able to reach fixtures in houses of a normal ceiling height (2.5 - 3 metres).

However, the standard clean does not include high ceilings and fixtures (above 3 metres). If you have such fixtures to be cleaned, please contact our concierge team for a separate quote.

What is the difference between move-in/move-out cleaning and deep cleaning?

Generally, the house should be empty or nearly empty of furniture for pre-moving in / post tenancy cleaning.

If the house is still being lived in, with furniture and other personal items in the house, it will be considered a deep cleaning instead.

Take a look at our deep cleaning page instead.

What if I need post renovation cleaning?

If the house is empty or nearly empty of furniture it will be considered move in/ post renovation cleaning.

If the house had been renovated with furniture and other personal items still in the house, it will be considered a deep cleaning.

Take a look at our deep cleaning page instead.

Do I need to provide any equipment? What equipment will be provided?

No equipment needs to be provided at all on the customer's end. Our team will bring all equipment necessary for the house, which includes commercial grade vacuums, cloths, dusters, ladder and chemicals.

Below are the chemicals and tools they will use.

I am not yet sure of my Move-In/Move-out date. What if I need to reschedule? What is your rescheduling / cancellation policy like?

We try our best to provide a flexible rescheduling policy. Please see our rescheduling policy as below:

Rescheduling/Cancellation:
24 hours before: Free

Less than 24 hours before: $50 penalty

What is covered in Move In / Move Out / Post Renovation cleaning?

Generally we will do the following:

✅  Cleaning of cabinets (interior & exterior)
✅  Cleaning of internal windows, grill, and blinds
✅  Internal fridge cleaning
✅  Deep bathroom cleaning
✅  Thorough wipe down of doors and metal gate
✅  Thorough balcony cleaning
✅  Vacuuming, Sweeping & Mopping
✅  Deep kitchen cleaning including the interior of electrical appliances
✅  Removal of trash generated by our team only

Services that we do not provide include:  


❌  Removal of furnitures and trash UNRELATED to our cleaning process
❌ Cleaning of painted walls and ceilings
❌Cement and paint stain removal
❌ Cleaning of pots, plates, cutlery and such
❌  Carpentry works or restoration works (e.g. Touching up of walls or minor works relating to interior design and construction within the house)
❌  Dusting work that requires workers to climb above 2m of height in accordance to MOM safety guidelines
❌  Pest control
❌  Moving or lifting of furnitures
❌  Washing or hanging of curtains

What furniture can be dismantled and reassembled during moving?

If there is sufficient space, our movers may not dismantle any furniture during the move.

To maximise the carrying capacity of a single trip, our movers may dismantle furnishings such as bed frames and tables and reassemble them at the destination. Depending on how difficult it is to reassemble, not all furniture can be dismantled to save space.

Will your movers pack my personal belongings?

Our movers will provide the moving boxes before the actual move day for your packing needs. You can use these boxes to pack your items and loose items.

Our movers will help you load and unload these moving boxes, furniture and appliances on the actual move day. If needed, our movers will wrap housewares or appliances in protective wrapping to prevent accidental damage. All loose items should be packed into the moving boxes before move day to ensure that the move can be completed in time.

When will I receive the moving boxes for packing?

Upon confirmation of the moving date, our team will deliver the boxes at the next available delivery slot. To ensure adequate time for packing, please book and confirm your move date in advance.

How much can fit in a 14 ft lorry in a single trip?

A 14 ft lorry can carry up to 3 tonnes (3,000 kg) and a maximum cargo size of 14' x 7.2' x 7'.

A single trip can approximately carry:

  • 2 x Queen bed frames and mattresses (disassembled)
  • 1 x washing machine
  • 1 x fridge
  • 1 x dining table set
  • 1 x 3-seater sofa set
  • 1 x wardrobe
  • 1 x cabinet

Depending on the size of the furniture, the number of personal item boxes, and whether they are disassembled, more household items can fit into the cargo space.

Do you provide refunds?

We provide partial or full refunds only if there are severe lapse in service standards or if service is not rendered within the scope of the agreed upon terms and conditions. Nimbus Homes reserves the right to determine whether a full / partial / no refund is given.

Can I tip my crew?

You may choose to tip your crew however you amount you wish to.

100% of tips go to our crew to reward them for their hard work.

How do I make payment?

You can make payment via Credit Card. Our Credit Card payments are secured by Stripe. You also will not need to pay for any additional card charges.

Are the crew legal and trained?

Yes, all of our crew do have a proper employment contract with us. Our foreign cleaning crew all have the relevant work permit passes endorsed by MOM. Our crew are all trained in-house on the best industry practices.

We do not engage in subcontractors or freelancers.

Can the assigned crew speak English?

They will be able to understand and converse minimally in basic English.

What is your rescheduling / cancellation policy like?

We try our best to provide a flexible rescheduling and cancellation policy.

Rescheduling/Cancellation:

24 hours before: Free

Less than 24 hours before: $50 penalty

Can you help me to remove (coffee/food/etc) stains?

We will try our best to remove or lighten stains. However, depending on the nature of the stain, the length of time and the deepness of the stain, we may not be able to remove it completely.

Can you steam my pillows/ cushions?

Yes, for each mattress steamed, we will steam up to 4 pillows complimentary. For each sofa steamed, we will also steam up to 1 cushion per seat complimentary.

Do I need to remove my mattress/cushion covers?

Yes. In order for us to get at the stains on the mattress/furniture itself, it is advisable to remove covers where possible. Covers and sheets can usually be laundered separately.

What is the difference between Steaming and Upholstery Cleaning?

Steaming uses pressurized steam to clean the surface of the item. The high temperature and pressure loosen and lift dirt and stains. The item remains only slightly damp after steaming and can be used almost straight away.

Upholstery cleaning uses a special machine to inject and remove upholstery cleaning chemicals to wash the fabric. It leaves items wet for up to 1 day afterwards, so the item cannot be used for 1 day.

Do you provide warranty for painting?

At Nimbus Homes, we take pride in our work. Thus, we have a 6-months service warranty for Value Painting Packages and 12-months service warranty for Premium Painting Packages. This warranty only covers walls painted using our recommended paints.

What colours can I choose for painting?

For our Premium Painting Package, you can select your desired colours from the offered colour catalogues. Select your colour from physical colour catalogues or online:

Nippon paint catalogue/ Gush paints catalogue.

Why is there a surcharge for condo and private apartments?

The additional surcharge covers transportation and adherence to MSCT requirements including restricted hours, access and approvals.

Do I need to remove furniture for painting? Will you help me move the furniture?

Our painters will set up proper protection for your furniture and floors before painting. They will also shift standalone furniture around if needed to paint the walls.

However, only accessible walls will be painted. If your furniture is built-in or too heavy to be moved by our painters, the wall behind cannot be accessed and will not be painted.

Can your painters use my own paint?

Yes, you can choose to provide your own paint and not use what is included in the painting package.

In this case, please choose the Value Package and inform us that you will provide the paint necessary. Please ensure that sufficient paint is provided so that our painters can finish their job in their scheduled time.

What is the difference between Value and Premium Painting Packages?

Both Painting Packages include painting supplies, ceiling coverage, protection for floors and furniture, and patching of holes and cracks before painting. Our painters will also move furniture if needed and replace them in their original positions. The key difference in the type of paint used.

The Value Package includes only white paint while the Premium Package includes Premium Odourless All-in-One paint in your selection of colour (up to 3 colours)

If you want to select your paint colour or if you want odourless paint with low volatile organic compounds (VOCs), choose the Premium Package.

If you just want to white wash your walls, choose the Value Package.

Will I need to move the furniture for aircon servicing? Will you help me move the furniture?

Our crew will set up proper protection for your furniture and floors before servicing.

If necessary, they will also shift standalone furniture around to service your aircon.

Will you disassemble my whole aircon?

Disassembly of the entire aircon unit is only required for chemical overhaul. This allows for thorough washing of areas that are usually inaccessible, such as the back cooling coil.

Our crew are trained to provide all types of aircon servicing (including chemical overhaul).

Which type of aircon servicing should I choose?

Depending on the condition of your aircon, you may require different type of servicing. Our crew will advise you after their on-site assessment if you require a different type of servicing.

In general, air conditioners need regular maintenance every 3 months. This can be either General Servicing, or Chemical Overhaul Servicing.

1. Choose General Servicing if your aircon is in good condition (no blockage, smell or slime) and only requires dust removal.

2. Choose Chemical Overhaul if there is significant dust built-up and/or slime. As the aircon will be disassembled for thorough washing, even typically inaccessible areas such as the back cooling coil will be cleaned.

I just want to organise. Will you throw away my items without my knowledge?

Our Professional Organiser will organise every space and make it as efficient as possible.

While decluttering will greatly improve the efficiency of your space, we can also organise without throwing any items.

Before discarding any items, we will always check with you first. This is why your involvement during the decluttering portion of the session is crucial.

I want to declutter my whole house. What do you recommend?

Decluttering and tidying can be a time consuming process, especially if you are attached to your belongings.

We recommend you start with a single problematic area like your wardrobe or cabinets. Try out our 3-hour service and see how much you achieve in a single session. Alternatively, choose our 5 hour service to declutter a whole room at a time.

For larger projects, please request for a site assessment so that we can recommend you the best plan of action

How much tidying can be done in 3 hours?

The amount of decluttering and organising that can be done is dependent on you. Some people can decide quickly and will be able to declutter and organise a whole wardrobe in 2 hours, some take 3 hours.

Your involvement is necessary during the decluttering portion. Otherwise, you are free to do other tasks or join in and improve your tidying skills by sorting, categorising and organising with our Professional Organiser

Got question? We can help