Frequently Asked Questions (FAQ)

1. Is Agentbong an agency?

Although our name does have the word ‘agent’ inside, we do not charge agency fees like a traditional agency would nor do we operate like them. We are instead a platform to help connect homeowners and helpers.
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2. How long do I need to find a helper?

Depending on your time and location, the matching might be longer than usual. We will usually contact you regarding any alternatives and flexibility to help the matching process. You will receive a notification once you have been matched.

3. Can I find a helper for tomorrow?

We highly recommend homeowners to make a booking at least a few days before to guarantee a match. However, you are welcome to try for a match. We must stress that we will not be able to guarantee a helper in such a short notice.

4. Can I make a booking through calling instead of going through the app?

The matching process is done through the matching engine coded into the app. Having an account will allow you to manage your packages and tasks, and check your past records of completed tasks.

5. Who are the helpers with Agentbong?

All helpers with Agentbong are local independent partners using the platform to connect with homeowners like yourself. Only Singaporean citizens and Permanent Residents (PR) are allowed to freelance as helpers. It is illegal for others like foreign domestic workers to moonlight for a household other than the employer they have a contract with.

6. How do I ensure I get a good helper?

We only register and activate helpers who have been vetted by our company face-to-face. We maintain our helper pool to strict quality standards and deregister helpers who are not performing to standard. Do let us know immediately if there is any issues with your helper and we will assist you.

7. Do I have to be at home when the helper is around?

This is up to each homeowner’s preference. Some homeowners make arrangements with the helper to pick up their keys once they are matched. Others prefer to be at home during the task.

8. What package should I choose?

Depending on your frequency there are different packages available for you at different pricing tiers. You can check them out at the home screen or our website.

9. When do I pay for my cleaning?

You only pay after each cleaning session. However, because each package is for a different frequency tier, unused hours are liable to an admin charge. You can check your unused hours in the packages page.

10. What is the minimum hours I have to book for?

Each session has a minimum of 3 hours.

11. What are my payment options?

Our transactions are all cashless and processed securely by BrainTree (Paypal) using credit/debit card for the convenience of our customers.

12. What should I put for the job Title and Other Request?

We fully understands that everyone has different job requirements. You can make sure of the job title for helpers to quickly acknowledge your job. If it happens that your requirements are not covered in the app, please list them out in the Other Request section.

13. I want to cancel a task

You can select the task record and select ‘cancel today’. Do note that cancellation charges apply for changes within 48 hours.

14. My helper canceled

You can either cancel the task or reopen the task for another helper. I the helper canceled but you were charged, do inform us and we will investigate.

15. I need both cooking and cleaning

Under our cleaning packages, we have a cooking add-on. A reasonable number of hours will be needed for each session for the helper to complete all the cleaning and cooking tasks. Requests with little hours for such a package usually have no matching rate.

16. Can my caregiver do chores?

Our caregiver’s main priority is the patient and housework is not part of the scope of work.

17. I need to change my task timing

You can select change timing on the task records. Do note that cancellation charges apply for changes within 48 hours.

18. I want to extend the job hours

You can let your helper know and they will do the extension for you. Do note that additional hours are chargeable.

19. I want to cancel my package

You can select cancel entire on the task records or at the user page. Do note that cancellation charges apply for changes within 48 hours.

20. I want to change my helper; I don’t think my helper is doing a satisfactory job

You can select 'change helper’ after the first task. There is no helper replacement fee. However, you will have to do it at least 48 hours before the start of the next job. A change of helper before the first task is not possible.

21. I need both chores and babysitting

Only some of our babysitters can do some chores. However, you will have to specify that you need chores to be done so we can match the most suitable person for you. As the supply is limited, we cannot guarantee such a helper is available.

22. Can my helper clean my windows?

They can. However under MOM (Ministry of Manpower) guidelines, one is not allowed to clean the exterior of the windows for safety. You can use a squeegee to help clean the exterior instead.

23. I would like to gift some credits/voucher to someone

Do contact us regarding this and we will make arrangements. You can email us here.

24. If helper suggests me to hire them outside of the Agentbong platform, what should I do?

If in any circumstances that the helper suggests to go around the Agentbong platform, please report to us immediately and we will provide one session to you for free. If you hire our Agentbong helper directly not going through Agentbong platform, we will be unable to provide any support or customer service if there are any problems between you and the helper.

25. My items are missing

In case of theft, please inform the police and us immediately and we will do our best to assist wherever required.

AGENTBONG reserves the rights of final decision in any dispute.