Learn how adjustments can be made before an invoice is issued to ensure that your appointment is correctly recorded and the invoice is issued accurately later on.
The appointment has not yet been invoiced.
We understand that sometimes the actual details of a past appointment may differ from what was originally booked. To ensure your appointment is correctly recorded and billed accurately, here’s how retroactive adjustments can be made during the invoicing process:
Retroactive adjustments can only be made by the service provider during the invoicing process. As a customer, you cannot modify a past appointment yourself.
Simply send your service provider a quick reminder via the messaging function if any changes to the appointment are needed – this way, they can be taken into account before the invoice is issued.
The service provider can modify and confirm important appointment details, such as the date, time, and cleaning duration, during the invoicing process.
Once the service provider makes the adjustment, the new appointment details will be invoiced and added to your account. If, for example, the cleaner worked longer or shorter than initially planned, they can adjust the duration to reflect the actual time worked, and confirm this during the invoicing process.
Please note that the appointment will be invoiced for the first time at this point, as no invoice was created previously.
If the appointment was canceled by mistake, you can find out how to restore it here.
The appointment has already been invoiced
Use our self-service portal to submit a support ticket independently at any time to clarify an invoice that has already been issued. Here you can report the problem quickly and easily and track the status of your request at any time.
To do so, proceed as follows:
In the top right of your user account, click on the shaking hands.
On the following page, click on “Report a Problem”.
Click on “Objection to an invoice”.
You will then be given the opportunity to state the reason for the objection to the invoice and to provide further details.
As soon as you have submitted your objection to the invoice, a case will be opened and forwarded to your service provider for review. The service provider can check all the details and either accept or reject the objection.
Note: Please note that Helpling is not the invoicing party. The invoice is issued directly by the self-employed cleaner – Helpling merely transmits it.
In general, billing concerns are processed and answered quickly by the service providers. However, in exceptional cases, the review process may take up to 7 days. Thank you for your understanding. Should your cleaner unexpectedly decline your objection, our dedicated service team is of course always available to provide further assistance.
If you have any questions or need assistance, don't hesitate to connect directly with one of our friendly service agents – we're happy to help!