Booking
- How do I book?
- Get a quote and book online, or contact us by WhatsApp, Zalo or phone. Once we receive your request, we'll confirm the scope of work, your all-inclusive price and the appointment time.
- When is my booking confirmed?
- Your booking is confirmed once we send written confirmation by WhatsApp, Zalo or email, with your specialist's name, photo and contact number. We'll also send a reminder the day before.
- How far in advance should I book?
- At least a day ahead is ideal, so we can assign the right specialist; same-day bookings are possible when a slot is free. For villas or post-construction cleaning, please book earlier so we can survey and prepare properly.
- Can I reschedule?
- Yes — free of charge with the notice set out in our Cancellation & Refund Policy. Please let us know through an official channel so the time of your request is recorded.
- Can I have the same specialist each time?
- Up Home members are looked after by the same team. For one-off bookings, you're welcome to request the specialist who visited last time, and we'll do our best to arrange it.
- Do I need to prepare anything?
- Please put away cash, jewellery and important documents; make sure electricity and water are on; register our visit with building management if required; and let us know about any fragile items or special materials.
Pricing and payment
- How are prices worked out?
- Every price is all-inclusive and agreed in advance, based on the service and the size of the job — the number of air-conditioners, sofa seats, mattress size or floor area. See our Pricing page or get an instant quote online.
- Will there be extra charges on the day?
- Nothing beyond your all-inclusive price unless you approve it. If your specialist spots something that needs extra work, they'll explain why and what it costs first, and the decision is yours. We never charge for anything you haven't approved.
- How do I pay?
- You pay after the walk-through, by bank transfer or cash. For larger jobs we may ask for a deposit, stated clearly in your quote. Please only transfer to the account shown on your booking confirmation or UpClean invoice.
- Can I get an invoice?
- Yes. We issue invoices in accordance with Vietnamese regulations on request, for both individuals and companies.
When you're not home
- Do I need to be home?
- No. Many clients leave a key with building management, reception or family. The three-minute walk-through can be done by video call, and your Up Report arrives as soon as we finish.
- How are keys handled?
- Only your assigned specialist collects your key, uses it during the visit and returns it straight afterwards; the times are recorded in your Up Report. We never copy keys. For smart locks, we recommend issuing a temporary code and changing it afterwards.
- How will I know everything was done?
- Your Up Report, sent by WhatsApp or Zalo, includes before-and-after photos, the checklist completed, your specialist, start and finish times, and any technical notes.
Children, pets and cleaning products
- I have pets. Is there anything I should know?
- Please mention them when you book. For their comfort and safety, we suggest keeping pets in a separate room or with a family member during the visit. Your specialist will always close doors carefully and won't interact with your pets unless you're happy for them to.
- What about young children?
- Products stay in our toolbox, out of children's reach, and the work area is sectioned off. We ask that an adult looks after children throughout the visit, and that they return to freshly cleaned areas only once surfaces are dry.
- Are your cleaning products safe?
- We only use products with clear provenance, full labelling and the manufacturer's safety guidance. They're chosen for each surface, with gentle options first, always diluted correctly, and rooms are kept ventilated. You're welcome to ask what was used in your home at any time.
- Can I ask for no fragrance?
- Of course. The UpClean scent is only used with your approval, and a fragrance-free option is always available — ideal for anyone sensitive to scent.
Trust and responsibility
- Who will come to my home?
- An Up specialist who has been identity-verified and trained to the Up Standard. You'll receive their name, photo and contact number before every visit.
- What if my specialist is late?
- We'll let you know as early as possible if something comes up. If your specialist is late, your invoice is reduced at the rate set out in our Warranty Policy — applied automatically, without you needing to ask.
- What if I'm not happy with the result?
- Just reply to your Up Report message, with a photo if you can. We'll redo any item within the scope of work free of charge, within the period set out in our Warranty Policy.
- What if something is damaged?
- We photograph your home as we found it before starting, so there's always a clear record. If anything is damaged through an Up specialist's fault, we take responsibility under our Warranty Policy and Vietnamese law.
Language and service areas
- Do you work in English?
- Yes. Enquiries, quotes, booking confirmations and your Up Report can all be in English. If you'd like a specialist who can speak English in your home, please note it when booking; if we can't arrange this, we'll tell you in advance and support you by phone or message.
- Which areas do you cover?
- An Khanh (Sala, Thu Thiem, Thao Dien, An Phu), Binh Trung (The Global City, Diamond Island), Phu My Hung (Tan My, Tan Hung — former District 7) and Binh Thanh (Vinhomes Central Park and nearby). Live elsewhere? Get in touch and we'll let you know what we can arrange.
- Do you work with businesses?
- Yes. We serve offices, serviced apartments, building management and shophouses on regular contracts or one-off projects. See our Capability profile for details.
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