Service Information

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Can I ask my helper to do multiple tasks?

Yes, you may ask the helper to do as many chores and tasks within the duration of the booking. For example, if you book a cleaner who is also a cook, then you ask him/her to do both cleaning and cooking as long as it falls within the duration of the booking.

If I want a specific helper, can I book him/her? 

Yes, you can schedule a booking with your preferred helper in the app. If the requested helper is available, they can be assigned to your particular booking.

What are your working hours and days?

We operate from 10am to 6pm, Monday through Saturday.

Which areas do you offer these services to?

We offer these services in Lahore, Islamabad and Rawalpindi now.

Can your cleaning service be used for disinfecting a home or an office with a COVID-19 patient?

Yes, you may book our disinfection service to disinfect your home and office if that area has been in contact with a Corona patient.

Do your helpers bring cleaning supplies and equipment?

No, the customer has to provide all the cleaning supplies and equipment required. Our helpers however, bring their own apron, gloves and masks. For sanitization and disinfection jobs, our helpers will bring along the disinfectant material as well as wear a hazmat suit.

Are the helpers supposed to get a break and if yes, for how long?

We strongly recommend a break of 15 minutes after the first 2 hours of work. This will ensure that our helpers can continue to work effectively and serve you well. The total booking time is inclusive of these break times.

For example, a 3-hour booking includes the 15-minute break you should allow the helper to take after 2 hours of work.

Are we allowed to tip the helpers?

Tipping is entirely optional for the customer, but in case the customer does tip, it will definitely be appreciated.

Do you offer pick and drop to your helpers?

We will provide pick and drop for all helpers. The customer is not required to provide pick and drop (unless they live in a gated community where our riders cannot enter to pick up the helpers).

What are your transport charges?

The transport charges are included in the Rs. 250/hour rate. You do not pay anything extra

Charges and Booking Method

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What is your refund policy?

For bookings with the payment made in advance, if the helper does not show up for the job or the booking is cancelled for any reason, then the amount will be credited into the customer’s account and will be used for the next booking.

What are your cancellation charges?

If you cancel more than 2 hours before your booking, there are no cancellation charges
If you cancel less than 2 hours before your bookings, there is Rs 250 cancellation charges

How do I place a booking?

You can make a booking through our Mauqa Online app, available on the Google Play Store and the App Store or by web booking form.

Payment Procedure

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Are you accepting cash payment?

No, we are not accepting cash for our bookings. You would need to pre-pay the amount through the online payment options available in our app and website. If you already have a negative balance in your account, then you would need to pay the previous dues first to be able to book a helper. In case the booking duration exceeds the scheduled time, you can pay the remaining amount once the booking is completed.

When do I make the payment?

You would need to pre-pay the amount through online payment option available in our app and website. In case you face any issue you can write to us at info@mauqa.online.

What are the payment methods?

We have the following online payment options:

1. Credit/Debit Card

2. IBFT

3. Foree

4. Safepay

How to make a custom credit/debit card payment?

To make a payment and complete the booking please download our Mauqa Online app from Google Play Store or from the Apple App Store

How to make an IBFT payment?

You can make the transaction on the following account details:

Bank: Meezan Bank Account

Title: Mauqa Online Pvt Ltd

Account Number: 03080103011556

Please put biling@mauqa.online as the beneficiary email address when you make the transaction and send us a screenshot of the receipt at info@mauqa.online for confirmation.

Safety and Security

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Are your helpers verified?

Your safety comes first. We take the following safety measures to ensure that you have a smooth Mauqa Online experience:

  1. We verify our helpers CNIC information through NADRA 
  2. We arrange in-person visits to the helper’s address 

How do you ensure the safety and health of our helpers considering the current situation?

You and your loved ones’ safety is important to us. In these times, we have strict SOPs for health and safety as advised by WHO such as:

  • Wearing a mask, gloves and washing hands once they enter a customer’s house 
  • Following social distancing norms

What do I need to do before the helpers arrive?

While we have stringent security checks in place for all our helpers, we still instruct all our customers to keep their cash and valuables locked away when our helpers are working at their premises. Also ensure that a female is present in the house if a female helper is coming.

Monthly Packages and Maid

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Do you provide a monthly or 24/7 live-in helper?

No, we do not provide a monthly or 24/7 live-in helper but you can book the same helper with us over an extended period of time by buying a Package in our mobile app.

Do you offer monthly packages?

Yes, you can buy monthly subscription packages at discounted prices and schedule booking for a month with your favorite helper. Visit Monthly Packages for more information.

Feedback and Complaints

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How do I give feedback to the helper/rate the helper?

At the end of a job, you can always rate the helper and give feedback on the app. If you would like to discuss something in more detail, you can always reach us at info@mauqa.online.

What happens if I am not satisfied with the way something was not done by the helper?

Your feedback is very important to us. Based on the customer’s feedback, we will re-train and re-test the helpers

How do I register a complaint?

You may drop us an email at wecare@mauqa.online and our team will reach out to you as soon as possible.

If I do not want a specific helper, can I request not to send him/her?

Yes, you can notify us of that particular helper through the rating system in the app or write to us at info@mauqa.online. We will add that helper to an “unwanted helper list” against your customer profile, ensuring they aren’t assigned to you and are sent for re-training.

I am facing an issue while making a booking through the app?

If you are experiencing an issue whilst making a booking through the app, please email us with details of the problem along with a screenshot of the issue at info@mauqa.online.

What if something is damaged or stolen by your helper?

We instruct our customers to keep cash and valuables locked away when our helpers are working at their premises. While we have stringent security checks in place for all our helpers, Mauqa Online is not liable in case of theft or loss.

Become a Helper

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How can I join Mauqa as a helper?

If you would like to join Mauqa Online as a helper, please fill out the form here.