> ## Documentation Index
> Fetch the complete documentation index at: https://help.zulma.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Zulma FAQ: booking, payment, trust, and data privacy

> Common customer questions about booking, payment, trust and safety, and privacy on the Zulma home services platform. Prices are all-in, the number you see is the number you pay.

Can't find what you're looking for? Email [hello@zulma.ca](mailto:hello@zulma.ca). We reply to most messages within one business day. You can also call [(437) 800-2344](tel:+14378002344), though email is the fastest way to reach us.

## Booking

<AccordionGroup>
  <Accordion title="How quickly can I book a same-day clean?">
    Same-day bookings are available when Pros are online, and matching in the core Niagara service area is fast. A same-day rush fee of \$50 applies to any booking made less than 24 hours in advance.
  </Accordion>

  <Accordion title="Can I request the same Pro each time?">
    Yes. You can favourite a Pro and set up a recurring schedule, and Zulma prioritizes them for your upcoming bookings when they're available. If your favourite Pro isn't free for a particular visit, another vetted Pro is matched. You can reschedule free of charge up to 2 hours before the booking.
  </Accordion>

  <Accordion title="Do I need to be home during the clean?">
    No. Most customers leave a lockbox code, a smart-lock PIN, or doorman instructions in their booking notes. Access details are only shared with the Pro after they accept the job. You'll get a push notification and email when the Pro arrives and again when the job is complete.
  </Accordion>

  <Accordion title="What if something gets missed?">
    Tell us within 24 hours and we'll arrange a re-clean of those specific areas at no extra charge, or apply a Zulma credit to your account. File a report from your booking history in the app. See [account/disputes](/account/disputes) for how we handle it.
  </Accordion>

  <Accordion title="Do you cover my city?">
    Zulma serves ten Niagara-area cities for residential cleaning, lawn care, and car detailing. Check the full list and what's available where you live on the [service area](/service-area) page.
  </Accordion>
</AccordionGroup>

## Payment

<AccordionGroup>
  <Accordion title="When does my card get charged?">
    Your card is pre-authorized for the quoted amount when you confirm a booking. The charge is only captured once a Pro accepts and the job is complete. If no Pro accepts in time, the hold is released and you're never charged.
  </Accordion>

  <Accordion title="What's in the price I see?">
    The number you see is the number you pay. Prices are all-in, with no surprise fees at the door. Zulma isn't charging sales tax during launch, so there's no tax line to add on. Starting prices are on each service page, and you'll see your exact quote in the app at [app.zulma.ca](https://app.zulma.ca) before you confirm.
  </Accordion>

  <Accordion title="Are tips required?">
    No. Tips are entirely optional and default to nothing. When you add one, 100% of the tip goes directly to the Pro who did the work. Zulma takes no portion of any tip, and Pros aren't told whether you tipped.
  </Accordion>

  <Accordion title="What if I'm not satisfied?">
    Reach out within 24 hours. We'll make it right with a re-clean of the areas in question or a Zulma credit applied to your account, whichever works for you. Our remedy model is credit-first rather than cash refunds.
  </Accordion>
</AccordionGroup>

## Trust & safety

<AccordionGroup>
  <Accordion title="Are all Pros background-checked?">
    Yes. Every Pro clears a third-party criminal record check and is identity-verified before taking any jobs. They also carry their own liability insurance. See the full vetting process at [trust/vetting](/trust/vetting).
  </Accordion>

  <Accordion title="Is my home covered if something goes wrong?">
    Zulma carries \$5M commercial general liability insurance plus \$100K cyber coverage, and every Pro carries their own liability insurance on top of that. If something gets damaged, report it within 24 hours from your booking history and we'll work with you. See the coverage details at [trust/insurance](/trust/insurance) and how reports are handled at [account/disputes](/account/disputes).
  </Accordion>

  <Accordion title="Can the Pro see my location?">
    Only while they're on the way to you. A Pro's live location is shared en-route so you can track their arrival. It's never tracked after they arrive, and never when they're off the job. Zulma logs arrive and complete times by GPS for your booking record.
  </Accordion>
</AccordionGroup>

## Privacy

<AccordionGroup>
  <Accordion title="What personal information does Zulma collect?">
    Zulma collects your account information (name, email, phone), your service address, booking history, and payment information. Card details are handled by Stripe. Zulma stores only a tokenized reference and never sees full card numbers. See the full [Privacy Policy](https://app.zulma.ca/legal/privacy) for details.
  </Accordion>

  <Accordion title="Is my data sold?">
    No. Zulma does not sell or rent your personal information to anyone, for any purpose.
  </Accordion>

  <Accordion title="How do I export or delete my data?">
    Under PIPEDA you can export or delete your data anytime. Go to Account, then Settings in the app to make the request. We'll process it from there.
  </Accordion>
</AccordionGroup>

## Other services

<AccordionGroup>
  <Accordion title="Do you do commercial cleaning?">
    Yes. Zulma cleans offices, retail, salons and spas, medical and dental spaces, and restaurants, priced by square footage and industry. Start with a quote at [commercial/getting-a-quote](/commercial/getting-a-quote).
  </Accordion>

  <Accordion title="What about short-term rentals?">
    Zulma for Hosts handles automated turnover cleaning between guest stays for Airbnb, Vrbo, and Booking.com hosts, with a vetted insured Pro and before and after photo proof. Learn how it works at [hosts/overview](/hosts/overview).
  </Accordion>

  <Accordion title="Do you offer lawn care and car detailing?">
    Yes. Lawn care and mobile car detailing (the Pro comes to you) both run on the same platform. See [services/overview](/services/overview) for everything Zulma offers.
  </Accordion>
</AccordionGroup>

## Contact

<AccordionGroup>
  <Accordion title="How do I reach Zulma support?">
    * **General**: [hello@zulma.ca](mailto:hello@zulma.ca)
    * **Account and tech**: [support@zulma.ca](mailto:support@zulma.ca)
    * **Commercial**: [business@zulma.ca](mailto:business@zulma.ca)
    * **Phone**: [(437) 800-2344](tel:+14378002344)

    We reply to most messages within one business day. Email is the fastest way to reach us.
  </Accordion>
</AccordionGroup>