What to Expect on Service Day

Here is a timeline of what happens on the day of your scheduled service so you know exactly what to expect.

Before the Service

24 Hours Before

You will receive a reminder notification (email and/or SMS, based on your preferences) confirming:

• Service date and time
• Service type and configuration
• Assigned team or technician
• Your service address

1 Hour Before

A second reminder is sent. At this point, you should:

• Ensure access to the service location (unlock gates, notify building security, etc.)
• Clear any obstacles that might prevent the crew from working efficiently
• Secure pets if applicable (especially for cleaning services)

Arrival

En Route Notification

When your service provider is heading to your location, you will receive an "en route" notification. This typically comes 15-30 minutes before arrival, depending on distance.

Check-In

When the crew arrives, they check in through the Otesse app. You will see the status change to In Progress in your portal. The crew will:

• Introduce themselves (if it is your first time)
• Confirm the scope of work
• Ask about any last-minute changes or special requests
• Begin the service

During the Service

While the service is in progress:

• The booking status shows In Progress in your portal
• The crew follows the service configuration you specified during booking
• If any issues arise (unexpected conditions, access problems, scope changes), the crew will communicate through the platform or contact you directly
• You do not need to be present for most services, but initial visits typically benefit from a brief walkthrough

After Completion

Check-Out

When the crew finishes, they check out through the app. You will receive a completion notification. The booking status changes to Completed.

Invoice

An invoice is generated automatically based on:

• Base service price
• Selected extras
• Any adjustments (additional work, credits, etc.)
• Applicable taxes

The invoice appears in your Invoices section and payment is processed through your default payment method.

Feedback

After every completed service, you have the opportunity to leave a rating and review. Your feedback helps maintain quality and is genuinely appreciated by the service team. Ratings are on a 5-star scale with an optional written comment.