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The Nimbus Homes FAQ Guide

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Are refunds allowed after purchasing Nimbus Points?

Refunds are not allowed for Nimbus Points package purchases. Once purchased, the points are final and cannot be returned for cash or credit.

Can I stack Nimbus Points with Promo Codes?

Yes, you can use Nimbus Points in conjunction with Promo Codes. For example, if the total value of the service is $90 and you have a promo code for a $10 discount, the remaining amount to be paid would be $80. You can choose to pay this balance with Nimbus Points, meaning you would need 80 Nimbus Points for a $90 service minus the $10 promo code discount.

Can I transfer my Nimbus Points to another account?

Nimbus Points are intended for personal use only and are not transferable to another account.

Can I use points to partially offset the price of my booking?

Yes, you can use Nimbus Points to partially offset the price of your bookings. First, place your booking through the Nimbus Homes App. Then, go to the 'MyBookings' tab, select the session you wish to partially offset, and press the 'Deduct' button. Enter the amount you wish to pay with Nimbus Points. After the service is completed, your linked credit card will be charged only for the remaining balance, with the Nimbus Points covering the portion you specified.

Can I withdraw my Nimbus Points as Cash?

No, Nimbus Points are not recognized as legal tender and cannot be exchanged or withdrawn as cash. They are valid solely for acquiring goods and services provided by Nimbus Home Services Pte Ltd.

Can my Nimbus Points Expire?

Yes, Nimbus Points have a 12-month validity period from the end of the calendar month in which they were purchased. For example, if you buy points on November 01, 2023, they will expire on November 01, 2024. The expiry date extends with each new point accrued, either via Earned Points or through the purchase of a new Nimbus Points package.

I don't wish to use the Nimbus Homes App; can the Customer Support make bookings on my behalf and utilise my Nimbus Points?

Our Customer Support Team does not have access to individual wallet balances to ensure the security and privacy of your account. Therefore, all bookings using Nimbus Points must be made by you via the Nimbus Homes App. This policy maintains the integrity and confidentiality of your account details and points balance. Our Customer Support Team is available to assist with general inquiries and guidance.

What are Earned Points?

Earned Points refer to Nimbus Points accrued through the completion of specific services, usable to offset future bookings. These points may be earned in fractional amounts depending on the value of your purchase or service.

What happens to my Nimbus Points if I cancel or reschedule my bookings?

The impact on your Nimbus Points depends on when you cancel or reschedule your booking:

  • For Advance Cancellations/Rescheduling (24 hours or more before your session):The holding amount, which may include Nimbus Points, will be fully returned to your Nimbus Wallet. This means if you cancel or reschedule early, your Nimbus Points are securely preserved for future use.
  • For Late Cancellations/Rescheduling (within 24 hours of your session):Penalty fees will be taken from your holding amount. After deducting these fees, any remaining Nimbus Points will be credited back to your wallet.
What happens to my Nimbus Points if I delete my account?

If you choose to close your account, any remaining points in your Nimbus Points balance will be forfeited.

What is a holding fee? And why am I charged a holding fee prior to my service?

The holding fee, charged prior to your service, is a precautionary measure to facilitate smooth and secure transactions. It serves several important purposes:

  • It manages late-minute cancellations or rescheduling by serving as a reserve for potential fees.
  • It safeguards against payment failures, particularly when there might be an insufficient balance in your Nimbus Wallet. This ensures a reliable and hassle-free service experience, mitigating risks associated with last-minute changes and payment issues.
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?

Yes, you may tip your crew once the service is completed and you have given them a star rating.

The tipping feature is available in both the App and the Web Booking Site.

Please note however that you can only tip your crew if you have an account with us.
As such we encourage all users to sign up for an account at www.book.nimbushomes.com.

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 recommend making 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?

At Nimbus Homes, we request photos or videos of your house before performing our moving-in and moving-out cleaning services because this helps us determine 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.

Having a visual understanding of your property also allows us to provide accurate and transparent quotes for our services, ensuring that you receive fair and competitive pricing based on the specific cleaning requirements of your house.

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

Curtain cleaning is not included in the scope. However, we 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.

When is the best time to book move-out cleaning services?

The best time to book move-out cleaning services is typically before vacating the property, aligned with the requirements of your lease or sale agreement and in consideration of your moving timeline.

At Nimbus Homes, we understand the importance of timing and coordination when it comes to move-out cleaning services, and we are committed to providing flexible scheduling options to accommodate our clients' needs during their moving process.

What's the difference between move-in and move-out cleaning and regular house cleaning services?

Regular house cleaning services typically cater to ongoing maintenance of a residence and are often scheduled on a recurring basis. These services focus on maintaining cleanliness and tidiness throughout the home, including routine tasks such as dusting, vacuuming, mopping, and surface cleaning.

While move-in and move-out cleaning services are geared towards specific transitional periods, regular house cleaning aims to upkeep the overall cleanliness of the home on a consistent basis.

How much are house cleaning services?

The cost of house cleaning services can vary based on a multitude of factors, including the size of the house, the type of cleaning required, and the location. Custom jobs and other services, such as laundry or focused cleaning on specific areas, may also lead to variations in price. You may contact us to learn more about our rates and how we can accommodate your specific needs.

Why do you need photos/videos of my house?

At Nimbus Homes, we request photos or videos of your house before performing our moving-in and moving-out cleaning services because this helps us determine 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.

Having a visual understanding of your property also allows us to provide accurate and transparent quotes for our services, ensuring that you receive fair and competitive pricing based on the specific cleaning requirements of your house.

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

Curtain cleaning is not included in the scope. However, we 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.

How can you ensure outstanding business excellence?

At Nimbus Homes, we offer holistic house-moving services where we care not just for our clients and workers but also for the environment. We operate with above-industry quality standards, ensuring compliance with government agencies' mandates and transparency with our price quotation, in which we provide the proper breakdown of the items and services we charge our clients. We also do our part in saving the environment by ensuring the proper waste disposal of our packing items.

How can fragile items be safe?

At Nimbus Homes, we provide high-quality carton boxes and protective wrapping to ensure the secure transport of your goods. Our trained staff also handles these fragile materials with utmost care. Just make sure to let us know of the delicate items within your home so we'll be able to prepare the necessary packing items.

Which is better: hiring house movers or moving house on your own by renting a truck?

At first glance, it may seem that renting a truck is cheaper compared to hiring professional movers in Singapore. However, what you pay for in hiring cheap movers is the fuss-free moving experience, where you sit back and relax and expect the movers to do your work within the same day, compared to days of hassle on your end when you move your house on your own.

Is home moving services in Singapore expensive?

At Nimbus Homes, we're committed to providing the best house-moving service at a reasonable price. We ensure that our clients get the most out of what they paid for through our complete service with no hidden charges. We also provide discounts for solutions that our clients may opt to have as an add-on, such as move-in cleaning in Singapore, which we give at 15% off when added to our home-moving services.

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.

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.

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, and protection for floors and furniture. 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.

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

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