Support

Help in the app

The Sahel app is the main way to deal with us. In the app you can:

• Chat with Sahel support.
• Call the Sahel team.
• Report a problem from the booking.
• Chat with or call the crew on your booking, without either side seeing the other's phone number.

The Sahel app is coming soon. Until it opens, email us.

Email

Write to support@trysahel.life.

If your question is about your account or a booking, include the phone number on your account and the date of the booking. Never send your card details or your login code in a message.

We do not offer support on WhatsApp. We use WhatsApp only to send login codes for the app.

How do I book?

You book and pay only in the Sahel app, for any address in Amman. You can look at services and prices in the app without an account, and you sign up when you book.

To sign up, use your phone number and a one-time code. The code comes by WhatsApp, or by text message (SMS) if WhatsApp doesn't reach you. You can also sign up with Apple or Google. There is no password.

You can also book for someone else's home. You add their name and phone number to the booking.

What days and times can I book?

You choose an exact start time. Start times are every 30 minutes, from 9:00 am to 5:00 pm, Saturday to Thursday. We do not work on Fridays.

• You can book up to 30 days ahead.
• For the same day, book at least 3 hours before the start time for cleaning, or at least 2 hours before for a car wash.

The app shows the start times you can choose when you book.

When will I know who is coming?

The app shows who is coming a few hours before the job. Then you can follow the crew and the job's progress live in the app, and chat with or call them without either side seeing the other's phone number.

How is my car's size set?

When you add your car, you enter its make, model, colour and plate number. The system sets the car's size from its make and model. If the size turns out to be wrong on arrival, the crew correct it and record it with a photo, and the price difference is charged or refunded automatically.

Can I cancel or change the time?

Yes, from the booking in the app. Cancelling is free within 2 hours of making the booking, and you get the full amount back. After that, the app shows any fee before you confirm a cancellation or a new time.

What if the crew are late?

• If the crew are more than 15 minutes late for your start time, 10% of the job's price is added to your Sahel wallet automatically.
• If they are more than 1 hour late, you can cancel the booking for free and get a full refund.

What if a cleaner is off sick?

The system first looks for other crew who are free. If no one is free, you choose in the app from the options that fit your booking:

• A new time.
• One cleaner for double the hours, at the same price.
• A full refund.

Can I add time during the job?

Yes. Ask for extra time and pay for it in the app during the job. The system approves it only if the crew are free afterwards.

What if something gets damaged?

Report it from the booking in the app within 24 hours after the job ends, so our team can look into it.

For every car wash, the crew take 8 set photos around your car before the wash, and the same 8 photos after it.

How do I pay?

You pay in the app when you book. Payments go through HyperPay, our payment provider, and the app shows the ways you can pay. Before you pay, you see the final price, including any supplies and fees.

• HyperPay holds your card details. They never reach Sahel's servers. We keep only a secure reference to the card, its last four digits and its expiry date.
• For a repeat booking, each visit is charged 24 hours before it.
• You can tip the crew in the app, and 100% of the tip goes to them.
• Your receipt is an official e-invoice issued through JoFotara, Jordan's national e-invoicing system.

Company details

• Operated by: Al Sahl Al Saab Home Cleaning Services / Limited Liability Company
• Registered name in Arabic: شركة السهل الصعب لخدمات التنظيف المنزلية ذ.م.م
• Address: Amman, Jordan
• Email: support@trysahel.life
• Website: trysahel.life

Related pages

• Privacy Policy
• Terms of Use
• Cancellation & Refund Policy
• Delete your account