Our Policy on Refund(s) and Booking or Schedule Change(s)
This is an addendum to our FAQs here, as well as our full terms of services and privacy policies here!
Why are we writing this? Because we want to remain as transparent as possible and help both helpers, cleaners, babysitters, service providers and clients understand why we do what we do.
In case you are looking for answers, here is a detailed explanation:
(1) What happens if (an) issue(s) occurred with regards to the helper(s), babysitter(s) or service provider(s), affecting the scheduled booking?
The bad news is, unfortunately, your booking(s) will most likely be affected. Although our team will try our best to reduce the inconvenience incurred, there would expectedly be some changes and compromise needed.
Rest assured that our team will always remain accountable and trusted to do what is right. We will always investigate the issue if required. For example, if the helper or sitter was sick or down with COVID-19, we would arrange a replacement where available, and/or postpone the session(s). As such, there is no worry that your money paid was for nought.
As mentioned, we can carry forward credits for you. However, as all the groundwork would already have been done to set up the schedule and arrangements, please understand that no refunds or other compensations will be given. If you’d like to appeal this, you may submit an appeal request here.
We understand that you may end up facing some hassle and we would like to express deep apologies in advance should you very unfortunately face this situation. Honestly, such circumstances are really not hoped for and actually results in more work required from MEIDE actually. Trust us, when we say that we are more “stressed” than you when such incident(s) do occur. Fortunately though, they are few and far between!
(2) What happens if (an) issue(s) occurred with regards to the client(s) or related parties, affecting the scheduled booking?
Again, we would need to reiterate that no refunds or rescheduling are guaranteed as per our terms of service.
We seek your kind understanding that due to a often tight schedule, as well as the ground work required to be done in order to set up the booking(s), costs and man-hours would already have been incurred. As MEIDE is probably the cheapest no-frills platform in Singapore for cleaning, babysitting and home and office services, we do not charge extra just to “insure refunds” and break your wallet.
On top of that, please note that when such issue(s) occur, there is a “loss of income” and “opportunity cost” for our service provider(s). Yes, when a scheduled booking is changed, it may highly likely result in a possible LOSS of income for the service provider.
As our service provider(s) are honest and hard workers, and earn a modest stream of income via services rendered, MEIDE feels responsible to protect their interests, just like we protect your interests by securing and locking in booking(s) via robust systems.
Exceptional Cases
Well, we are all human. Our experienced team has, and will continue to face situations, whereby the client(s) or related parties face issue(s) affecting the scheduled booking, and by exceptional circumstances qualify for “refund” or “compensation”.
Unfortunately, in order to prevent possible “abuse” by certain unethical client(s), we do not openly list down such cases. Instead, stay assured that our team will carefully look into your case to determine if we can help. Usually, we will consider factors such as (but not limited to) your length of period of engagement with us, the monetary cost(s) involved, and openness to amicable settlement and communication(s).
Very, very often, we can issue cash vouchers and rebates for you in such cases. Also, we may make an exception to allow for rescheduling or refund(s), but other fees and charges such as an administrative fee (to investigate, negotiate, and prepare all the administrative work) will apply.
If you would like to submit an appeal request beyond what our coordinator(s) have offered, please do so via this form here, and EMAIL supporting document(s) (E.g. Medical Certificates, Birth Certs, Death Certs, ETC) to meide@meide.sg with the Subject Title “Issues Review Request With Documents”, and include your contact details such as name, email and customer number in the Message Body.
(3) What happens if (an) issue(s) occurred with regards to multiple parties (e.g. both helper and client), affecting the scheduled booking?
Such cases are really rare – but we have encountered them before. Especially in the recent COVID-19 pandemic, our society and home situations could be really volatile!
In such a case, there is usually no definite right or wrong. We would refer the case back to our evaluations based on (1) and (2) situations as elaborated above.
We seek your understanding and patience to refer back to situations (1) and (2) to deeper understand how our coordinator(s) would handle your case.
If you would like to submit an appeal request beyond what our coordinator(s) have offered, please do so via this form here, and EMAIL supporting document(s) (E.g. Medical Certificates, Birth Certs, Death Certs, ETC) to meide@meide.sg with the Subject Title “Issues Review Request With Documents”, and include your contact details such as name, email and customer number in the Message Body.
(4) What happens if (an) issue(s) occurred with regards to any other unforeseen or unexpected or exceptional circumstance(s), affecting the scheduled booking?
Such cases are really rare – but we have encountered them before. Often, there is no definite right or wrong. We would refer the case back to our evaluations based on (1) and (2) situations as elaborated above.
For example, in the recent pandemic, when Singapore was placed in lock-down, MEIDE held all booked session(s) off temporarily until the lock-down was over. Although we have a no-refund policy, in such exceptional cases, we did offer refund options to some client(s) who fit the criteria. Anyway, most client(s) ended up not taking the refund(s) and stuck to holding off the session(s) until lock-down was over. MEIDE really appreciated the trust and belief placed in us!
We seek your understanding and patience to refer back to situations (1) and (2) to deeper understand how our coordinator(s) would handle your case.
If you would like to submit an appeal request beyond what our coordinator(s) have offered, please do so via this form here, and EMAIL supporting document(s) (E.g. Medical Certificates, Birth Certs, Death Certs, ETC) to meide@meide.sg with the Subject Title “Issues Review Request With Documents”, and include your contact details such as name, email and customer number in the Message Body.
Final Note
Note that this is an addendum to, and meant to complement, but not replace our FAQs here, as well as our full terms of services and privacy policies here!