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 vouchers 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 Pluxee 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 Dienst Dienstencheques, BP 76 – 1180 Ukkel.

You can order your service vouchers via:

• your Secure Zone on the Pluxee website
• the Pluxee 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 the Pluxee 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 Pluxee. 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.

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 Pluxee website. In addition, Pluxee 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 vouchers of €10 per hour. This price has been fixed and has not changed since January 1, 2014, until the latest increase on January 1, 2025. The Flemish Government also maintained the price of service vouchers in the most recent budget agreement of September 25, 2023. This means that Actoplus has received the same hourly rate for 9.5 years, except for the index adjustment of the vouchers themselves, which is partially matched by the government. This is no longer economically sustainable, as our working costs—through no fault of our own—are rising every year.

In recent years, we’ve experienced significant wage indexations, additional legal obligations related to training, prevention, and safety at work, and cumbersome administrative procedures that require additional time from our office staff. Furthermore, we naturally want to continue investing in the personal guidance and training of our cleaners. This is important for the development and well-being of our employees.

Your customer contribution helps us cover the shortfall in operating funds generated by service vouchers. This allows us to continue supporting our employees and ensuring our continued service to you.

Since November 1, 2023, we, like other cleaning agencies that use service vouchers, have been charging an hourly rate. This eliminates your flat-rate annual customer fee.

We use a customer contribution to cover the shortfall in operating resources from service vouchers. Since January 1, 2014, we have continued to receive the same amount per hour worked, even though our operating costs have risen sharply over the past 9.5 years—through no fault of our own. (See also “Why do I pay a customer contribution?”).

We’ve carefully calculated the customer contribution based on the actual increase in our operating costs in the past and our estimated costs for the coming year. This results in a customer contribution of €1.50 per hour worked when paying by direct debit, which is comparable to the contribution charged by other cleaning agencies. If you choose to pay without direct debit, a surcharge of €0.20 per hour will be charged.

Like other cleaning agencies in the industry, we choose to charge our clients hourly fees, meaning you only pay for the number of hours your cleaner cleans for you. This is the fairest and most sustainable solution for all parties.

Since January 1, 2025, you pay a customer contribution of €1.50 per hour worked when paying by direct debit. You no longer have to pay a flat-rate contribution. If you choose to pay without direct debit, a surcharge of €0.20 per hour will be charged.

You only pay a customer contribution for the number of hours your cleaner works for you. This customer contribution is calculated quarterly.

We have set the customer contribution at €1.50 per hour for payments via direct debit. If you choose to pay without direct debit, a surcharge of €0.20 per hour will be charged.

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 the customer contributions of other cleaning companies that use service vouchers.

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.

You can consult our general terms and conditions here: ACTOPLUS General Terms and Conditions.