Frequently Asked Questions
Everything you need to know about booking, pricing, and safety. Can't find what you're looking for? We're here to help.
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The most common questions, answered in seconds.
How do I cancel a booking?
You can cancel your booking from the "My Bookings" tab in the app or website. Cancellations made more than 24 hours before the scheduled time are fully refunded. Cancellations made within 24 hours may incur a small fee depending on the service type.
Do you accept credit cards?
Yes! We accept all major credit cards (Visa, Mastercard, American Express) and debit cards. We also support Apple Pay and Google Pay for a faster checkout experience.
Is my payment secure?
Absolutely. We use industry-standard encryption to protect your payment information. We never store your full credit card details on our servers.
How do I leave a review for a pro?
Once a service is completed and you've confirmed the job is done, you'll receive an email prompting you to rate your experience. You can also leave a review directly in the app under "My Bookings."
Can I reschedule my appointment?
Yes, you can reschedule up to 24 hours before the appointment. Go to your booking details and select "Reschedule." Availability depends on the pro's calendar.
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Bookings
What is your cancellation policy?
You can cancel for free up to 24 hours before the scheduled time. Cancellations made within 24 hours may incur a fee to compensate the pro for their time.
Can I book a same-day service?
Yes, same-day availability depends on your location and the service type. In many neighborhoods, you can book a cleaning or minor repair for the same day.
Pricing
Are there hidden fees?
No. The price you see at checkout is the total price. We do not add service fees or hidden charges after the booking is confirmed.
Do you charge for taxes?
Sales tax is calculated automatically based on your service location and will be displayed before you confirm your payment.
Pros
How are Valla pros vetted?
Every pro undergoes a rigorous three-step process: a background check, a skills assessment, and a review of references. We also monitor performance ratings continuously.
Can I request a specific pro?
Yes! If you've booked with a pro before and loved their work, you can select them specifically from the list of available experts for your new booking.
Safety
Do pros have insurance?
Yes, all Valla pros carry liability insurance and workers' compensation coverage to protect you and them during service.
What if I'm not home when the pro arrives?
You can provide entry instructions via the app, such as leaving a key with a neighbor or using a smart lock. We recommend being home for the first 15 minutes of the first booking to ensure everything goes smoothly.
Payments
How do I get a refund?
If you are unsatisfied with a service, contact us within 48 hours. We will arrange a free redo or issue a full refund. Refunds are processed back to your original payment method within 5-7 business days.
Can I pay with cash?
Cash payments are not accepted through the Valla platform. All transactions must be made via card or digital wallet to ensure security and transparency.
App
Is the Valla app free to download?
Yes, the Valla app is completely free to download on iOS and Android. There are no subscription fees to use the platform.
How do I reset my password?
Tap "Forgot Password" on the login screen. You will receive an email with a secure link to reset your credentials.
Need more resources?
Check out our Help Center for guides, troubleshooting tips, and community forums.