Updated 20 July 2026
This agreement outlines our services and how we work together to ensure a smooth and reliable experience for everyone.
1. What your daily rate includes
- A fully vetted and experienced domestic housework helper.
- Compliance with all labour legislation, including payroll, UIF, Workman's Compensation, HR administration and employee management.
- Ongoing support and co-ordination from the HelpingHands@Home office.
2. Important information
- Our services are for general day-to-day domestic housework support and do not include specialised cleaning services.
- Clients are required to provide all basic cleaning materials, equipment and tools needed for the services.
- Arrival times cannot always be guaranteed as our employees mainly use public transport. We will keep you informed of any known delays.
- Services requested on Sundays or Public Holidays are charged at double the normal daily rate in accordance with the Basic Conditions of Employment Act (BCEA).
- Clients are under no obligation to provide meals, refreshments, tips or transport assistance. Any such gesture is entirely voluntary.
- Clients are responsible for providing a safe and suitable working environment for our employees.
3. Bookings
- To proceed with a booking, clients are required to complete our Client Details and Information Form and our Housework Task Requirements Form for each living area.
- Services will be provided according to the agreed booking, selected tasks and booked hours. Our employees will carry out only the tasks selected on the Housework Task Requirements List.
- Additional tasks or changes to a booking must be arranged through the HelpingHands@Home office beforehand, and may result in adjusted hours or charges.
- Our employees will not work beyond the hours booked unless authorised by the HelpingHands@Home office.
- If transport strikes, protests, road closures, severe weather or other circumstances beyond our reasonable control prevent our employees from travelling safely, the affected service may be rescheduled.
4. Payment
- Payment is due in advance and must reflect in our bank account by 16h00 on the due date shown on the invoice. Bookings are confirmed once payment is received.
- Proof of payment must be forwarded to our office after payment is made.
- Any approved additional hours or services are invoiced separately.
- Ongoing monthly services, irrespective of frequency, are payable in full at the beginning of each month.
- Rates are reviewed annually from 1 January. Reasonable notice will be given if an earlier adjustment is required.
5. Cancellations and refunds
- If we're unable to provide your assigned helper and no suitable replacement is available, you may reschedule or be credited the following month.
- Cancellations made less than 36 hours before the scheduled service are late cancellations and not eligible for a refund.
- If a client refuses the booked service on arrival, or ends it early, the full booking fee remains payable, as the helper's time was reserved exclusively for that booking.
6. Water and electricity interruptions
- We have no control over municipal interruptions, load shedding or water outages, and clients are responsible for reasonable backup arrangements where possible.
- The booked service remains payable if an interruption prevents tasks from being completed, as the helper's time has been reserved. Where possible, tasks that don't require water or electricity will continue.
- Please let us know in advance of any planned outages so alternative arrangements can be discussed.
7. Breakages
While every reasonable care is taken, HelpingHands@Home and its employees are not responsible for accidental damage unless caused by gross negligence or wilful misconduct. Cleaning valuable items or ironing delicate fabrics is undertaken at the client's own risk.
8. Working together
- All bookings, changes, cancellations, concerns and feedback must go through the HelpingHands@Home office, not our employees directly.
- Our employees remain employees of HelpingHands@Home at all times and are not employees of the client.
- Clients and employees may not exchange personal contact details, and clients may not arrange private work with our employees outside of HelpingHands@Home without our prior written consent.
9. Meal breaks
Bookings exceeding six hours include a one-hour meal break, unless a shorter break of at least thirty minutes has been agreed with our office.
10. Health and safety
- Clients are responsible for a safe working environment and safe cleaning equipment. Pets should be safely secured with vaccinations up to date.
- Our employees will not perform work that risks their health or safety, including heavy lifting, working at dangerous heights, or mould-infested areas.
- Please advise us in advance of any known hazards, and inform us before a service if anyone at the property has a contagious illness — we'll discuss the best way forward together.
11. Cancelling ongoing services
Ongoing services may be cancelled with at least 30 days' written notice. Services remain payable during the notice period at the agreed rate, whether or not utilised.
12. Changes to this agreement
HelpingHands@Home may update this agreement from time to time due to changes in legislation, employment requirements or operational needs. Clients will be notified of any material changes.
13. Acceptance
By confirming a booking or making payment, you acknowledge that you have read, understood and agree to this Client Service Agreement and Terms and Conditions.
HelpingHands@Home Representative: Lisa Wade (Owner)
HelpingHandServices (Pty) Ltd t/a HelpingHands@Home · Pietermaritzburg, KwaZulu-Natal · Company Registration Number: 2023/847361/07
Trusted since 2017
