FAQ

You can cancel up to 4 cleanings per year without charge, provided you notify us at least 1 week in advance through the form on our website. If not reported in time, planned services will be charged, except in cases of force majeure.

Service cheques can be used to pay our household helpers for cleaning, cooking, running errands, washing, ironing, and small sewing tasks.

Other tasks such as repair and renovation work, garden maintenance, childcare, caring for or keeping the sick or elderly company, looking after animals, cleaning cars, maintaining common areas or professional premises, etc. cannot be paid with service cheques.

For any uncertainty about task suitability, please contact us. We are happy to explore the possibilities with you.

You can register for free with Sodexo in 2 ways:

1. Through the online form: if you do this using your eID, your registration will be in order immediately. If you still prefer to enter your details manually, your registration will be completed within 7 working days.
2. Via the paper form: this form can be printed, completed and sent to Sodexo via the online contact form on their website, or by post, addressed to Sodexo Dienstencheques (Pleinlaan 15, 1050 Ixelles).

You can order your service vouchers via:

• your Secure Zone on the Sodexo website
• the Sodexo app
• your Belfius or KBC banking app
• a bank transfer

You must purchase a minimum of 10 service cheques per order. Once you have ordered service cheques, complete the order by depositing the appropriate amount for the desired number of cheques into Sodexo’s account (BE41 0017 7246 2610). Just mention your user number in the structured communication.

A little tip: you can issue a standing payment order to Sodexo. That way you can be sure you never forget to order new cheques.

You must purchase at least 10 service cheques per order. In total, you can order a maximum of 500 cheques per year. The first 400 cost € 9, the last 100 cost € 10.

Single parents, people with disabilities and those on elderly care benefits can order a maximum of 2,000 cheques per year.

Mothers who are self-employed and have just given birth are entitled to 105 free service cheques under certain conditions. No application needs to be submitted. If you are entitled to this, you will be contacted by your social insurance fund.

You can find your tax certificate in your Secure Zone on the Sodexo website. In addition, Sodexo will send your tax certificate to you by e-mail or post on 1 March.

You pay a customer contribution because the value of service vouchers is no longer sufficient to guarantee the quality of our services. Here’s how it works:

You pay your household help with service cheques of € 9 per hour. After tax deductions, you still pay € 7.20 per hour. This price is set by law and has not changed since 1 January 2014. Even in the most recent budget agreement of 25 September 2023, the Flemish government kept the price of service cheques the same. This means that Actoplus has been receiving the same amount per hour for 9.5 years. This is no longer economically sustainable because our operating costs – beyond our control – do rise every year.

In recent years, for instance, we have experienced sharp wage indexations, additional legal obligations in the context of training, prevention and safety at work, and laborious administrative procedures that require extra time from our administrative staff in the office. Furthermore, we obviously want to continue investing in the personal guidance and training of our cleaning assistants. This is important for the development and well-being of our employees.

With your customer contribution, we can supplement the shortage of operating funds from the service cheques. This way, we can continue to properly support our employees and ensure our service to you.

From 1 November 2023, like other cleaning companies with service cheques, we will apply a customer contribution per hour. Your flat-rate customer contribution per year will no longer apply.

We apply a customer contribution to make up for the shortfall in operating funds from service cheques. We have continued to receive the same amount per hour worked since 1 January 2014, even though our operating costs have risen sharply over the past 9.5 years – beyond our control. (See also: Why do I pay a customer contribution?).

We have carefully calculated the amount of the customer fee based on the actual increase in our operating costs in the past, and our estimated costs in the coming year. This results in a customer contribution of € 1 per hour worked, similar to other cleaning agencies.

Like other cleaning companies in the industry, we choose to charge the customer contribution per hour, as this way you only pay for the number of hours your cleaning assistant cleans at your premises. This approach is the fairest and most sustainable for everyone involved.

From 1 November 2023, you pay a customer contribution of € 1 per hour worked. You no longer have to pay a flat-rate contribution.

You only pay a customer contribution for the number of hours your cleaning help works for you. This customer contribution is calculated per trimester.

Have you already paid a flat-rate fee of 55 euros in 2023? Then we will deduct the remaining amount from your next invoice from 1 November.

We have set the customer contribution at €1 per hour performed.

We carefully calculated this amount based on the increase in our operating costs in recent years, and the expected increase in our operating costs in the coming year. We then compared this amount with customer contributions at other cleaning companies with service cheques.

Your quarterly contribution can be a maximum of € 60. Even if you take more hours, you will not pay more than € 60 customer contribution per quarter.

Our domestic helpers are happy to assist you as much as possible with household-related tasks. Included activities are, among others, cleaning the house, including windows, washing and ironing, small occasional sewing tasks, preparing meals, and grocery shopping.

Excluded tasks are, among others, babysitting, pet care and maintenance, maintenance of common stairwells, as well as professional spaces such as factory buildings, shops, doctors’ and dental practices, office spaces, etc.

Our cleaning helpers cannot perform dangerous or unhealthy tasks, such as:

• Cleaning in extreme weather conditions (storms, severe thunderstorms, heatwaves, and extreme wind speeds);
• Using corrosive/strong-smelling/dangerous products; the use of pure bleach, ammonia, solvents, or unlabeled products is prohibited;
• Cleaning windows or high surfaces with unsafe/unstable step ladders; the use of ladders is prohibited;
• Tasks that do not encompass normal household work (and therefore significantly increase the risk of injuries/accidents): clearing attics, washing ceilings and walls, etc.

Are you unsure whether your domestic help can perform a task? Then check if the task meets the 5 basic conditions. The task is:

1. safe,
2. hygienic,
3. ergonomic,
4. respectful,
5. feasible within the allotted time.

Don’t hesitate to contact us if you want to verify whether your domestic help can perform a specific task.

Yes, as a new self-employed mother, you can use 105 free maternity assistance service vouchers for a domestic helper from ACTOPLUS. These vouchers have the same value and validity as regular service vouchers.

You can request these vouchers from your social insurance fund. After completing the necessary paperwork, they will place the order for you.

Note: Maternity assistance service vouchers are only available for self-employed individuals with at least one child who intend to resume their self-employed activity after their maternity leave.