Terms of Service: Grab Home Service

Last modified: 29 September 


1. Grab Home Service

Grab Home Service (hereinafter referred to as “Home Service”) on Grab platform. Grab cooperates  with a third party to provide a partner that is a professional cleaner (“Partner”) for our home cleaning services to consumers. Grab is merely a platform for matching and connecting Partners which is provided by a third party with consumers so the Partner can provide the Home Service for consumers. The Partner provides Home Service directly to the consumer and is not a representative nor employee of Grab. 

Home Service provided by Partner has details as follow:

1.1 Scope of Work for Home Service 

  • Living room,Bedroom, Bathroom,and Kitchen cleaning 
  • Sweeping the floor, mopping, rubbish disposal and cleaning window within the property
  • Dusting, wiping the surfaces and organizing as requested by the consumer
  • Bed making and change of bedsheet as requested by the consumer
  • Dish washing and cleaning stains as requested by the consumer 

Grab reserved the right to make changes to Home Service scope of work from time to time at its sole discretion.

1.2 Scope of Work for Home Service does not include 

  • Cleaning in high area that requires climbing that could be considered risky for the Partner including on outside of the building or home 
  • Shifting or moving heavy objects or furnitures 
  • Gardening 
  • Washing and ironing clothes

1.3 For Home Service,the Partner will prepare cleaning supplies and solutions.Partner can only provide general cleaning service that is not Big Cleaning ( “Big Cleaning” is cleaning service provided for area after construction renovation or has not been cleaned for over 2 months ) 

1.4 In case the consumer demands the Partner to perform service outside the scope of work, the Partner can refuse to do so because the Partner is only obliged to provide the service as stated in the scope of work for the booked service hour. 

1.5 In case the consumer is not satisfied with the service provided by the Partner such that some of the service area is not completely clean, the consumer can ask the Partner to redo the service for that area while he/she is still at the venue or contact Grab Help Center along with providing pictures and details of the unsatisfied area ( within 24 hours of the booked service hour). Grab will contact the third party that we cooperate with and have the Partner redo the service without extra charge. However, if the consumer did not contact to GrabHelp Center within 24 hours of the booked service hour, Grab reserved the right not to inform this to the third party and the consumer accepts and agrees that you can not demand the partner to redo the service if the report is done after 24 hours from booked service time. 

1.6 In case the consumer wants the Partner to use special or other cleaning solutions to clean the area, the consumer can prepare it for the Partner. However, if the usage of such solutions causes any damages to your property, you accept that it shall not be deemed as the Partner’s fault.

1.7 The consumer has to keep his/her valuable belongings in a safe place at all times during the service period. Grab as a platform will not be responsible for any loss of items in all cases. In case your valuable item is missing, the consumer accepts and agrees that it shall be a dispute between you and the Partner. Grab as a platform provider will only help to coordinate as appropriate according to the law and conditions set forth by Grab including the coordination with the third party.

2. General Terms for  Home Service Booking 

2.1 Payment for Home Service needs to be done through GrabPay Wallet or Credit/Debit card only until Grab allows other payment options.

2.2 Home Service is restricted to the booked service hour, the consumer can not make change after the booking has been confirmed.

2.3 In case the consumer and Partner agree to add more service hours outside of Grab platform or making appointments which is not done through Grab platform, the consumer agrees and accepts that the insurance for damages will not cover for the damages caused in the extended hour or the foregoing cases. If the Partner has caused any damage, the consumer and the Partner have to settle for the compensation among themselves.

2.4 In case the Partner arrives at the service area for the booked date and time but can not perform the service due to the consumer’s delay or can not contact the consumer for more than 15 minutes but not over 30 minutes, the total time booked for the service will be deducted accordingly. For example, the consumer booked for 2 hours of Home Service but on the service day once the partner arrived, the consumer can not be contacted for 15 minutes, the Partner then will only be required to perform the service for 1 hour and 45 minutes.

2.5 The consumer shall ensure that the location for  the Partner to provide the service is correct. If the Partner arrived at the designated location for Home Service according to the booking but can not perform the service because the consumer mistakenly input the wrong location when booking or the service area eg. condominium or apartment requires authorization to get into the area and the Partner can not get in, the consumer further acknowledges and agrees that the Partner is entitled to cancel your booking and you may be charged a cancellation fee, as per the Cancellation Policy  on Grab’s website as indicated in section 3 below. 

3. Service Cancellation Terms and Cancellation Fee

3.1 The consumer or the Partner may cancel the service according to the listed scenarios by contacting Grab via Grab Help Center only

Cancellation Reasons

Party that is eligible for cancellation ( The consumer or The Partner)

Cancellation Fee

Cancellation of service more than or equal to 24 hours before the service time 

The consumer 

None

Cancellation of service less than 24 hours but more than 2 hours before the service time 

The consumer 

The consumer will be charged full service fee but will be rewarded with discount code  for next Home Service booking, value as indicated by Grab 

Cancellation of service less than 2 hours before the service time 

The consumer 

The Consumer will be charged full service fee

The Partner arrived at the service area for the booked date and time but can not get in to perform the service because the delay of the consumer for more than 30 minutes or can not contact the consumer for more than 30 minutes or can not perform the service because the consumer input the wrong location or can not contact the customer for more than 30 minutes for service area that require authorization such as condominium or apartment and the Partner can not get in to perform the service.

The Partner

The Consumer will be charged full service fee

The consumer can not contact the Partner for more than 30 minutes after the booked service time.

The consumer

None

3.2 Grab reserved the right to amend the cancellation fee from time to time at its sole discretion.

3.3 The consumer acknowledges and agrees that Grab is eligible to deduct the cancellation fee from the service fee that the consumer is obliged to pay before any refund is made ( If applicable ) to the consumer.

4. Coverage for Damages of Home Service

4.1 If the Partner caused damage to the consumer property during the performance of Home Service that is booked through Grab platform in accordance with the terms and conditions, Grab will facilitate and assist the consumer for insurance claim and coordinate with the third party to proceed with the insurance company according to the insurance policy for Home Service. The coverage amount will not exceed 100,000 THB (One hundred thousand baht) per booking. The consumer hereby acknowledges and accepts that the aforementioned insurance only covers damages of property and does not include loss of items. Grab will not be responsible for any loss of item, therefore, the consumer must not leave any valuable belongings in the service area during the service period.  

4.2 Terms and conditions for insurance claim 

4.2.1 To proceed with an insurance claim, the consumer shall provide the details and submit supporting documents for insurance claim to Grab Help Center within 24 hours from the booked service time. Grab reserves its right to only facilitate  the consumer who notify Grab within 24 hours from the booked service time for insurance claim and coordinate with the third party to proceed with the insurance company according to the insurance policy. The consumer shall prepare supporting documents as follow   

  1. Receipt for the damaged property or evidence that could verify its value.
  2. Pictures of damaged property caused by the Partner

4.2.2 Coverage for damaged property claims is subjected to the terms and conditions determined by the insurance company. There are some exceptions which the insurance will not cover according to the insurance policy. The insurance company is solely entitled to evaluate the damage value in accordance with its guidelines. 

Grab reserves its right to make change to this terms and conditions at any time and such change will become effective once Grab notify the consumer through Grab’s channels as it deems appropriate( which include but not limited to website, application and email ) The consumer hereby acknowledges and accepts that it will follow such altered terms and conditions and also accepts that such change is part of this terms and conditions and/ or as a part of Grab privacy notice.