客戶支援

樓梯易（StairEase）

預約、付款或應用程式有任何問題，歡迎直接聯絡我們 —— 由真人回覆，冇機械人。

WhatsApp 6916 5194
致電 6916 5194
電郵 silverblossomshk@gmail.com

辦公時間內回覆（香港時間）。WhatsApp 最快。

常見問題

• 更改或取消預約。請提供預約編號（例如 SL-260911-001，可在「我的預約」查看），並盡量提早通知，方便我們重新安排人手。已付款的預約不設退款；於服務開始前 24 小時或以上通知可免費改期，新日期須在原定日期起計 2 個月內。詳見服務條款第 8 條。
• 點樣量度樓梯。落單時每一步都有示範相：樓梯闊度 —— 把尺橫放喺級面；每級高度 —— 把尺垂直企喺級面，量到上一級邊緣；轉角位 —— 把尺由轉角平台一角斜拉到對角。唔肯定點量，可以 WhatsApp 我哋。
• 短片上載唔到。短片最大 20MB（大約 20 秒 1080p）。如上載失敗，預約頁面會出現「用 WhatsApp 傳短片」，按下就會連同預約編號傳畀我哋。
• 幾時知道最終價錢。專員覆核你嘅相片同短片後，會喺「我的預約」通知你最終價錢。確認價錢後先需要付款。
• 付款失敗或重複扣款。請提供預約編號。信用卡付款由 Stripe 處理，我們可查核扣款狀態並退回重複收費。
• 無法登入。樓梯易可以「以 Apple 登入」或「以 Google 登入」。用 Apple 請確認手機已登入 Apple ID；用 Google 會開啟 Safari 登入，完成後會自動返回應用程式。仍然不成功請聯絡我們。
• 刪除帳戶。可自行操作：「我」→ 刪除帳戶。會刪除你的帳戶、登入紀錄，以及已上載的相片及短片。已建立預約的紀錄會因會計需要而保留，詳情見私隱政策。無法使用應用程式？見刪除帳戶頁。

其他

私隱政策 · 服務條款

Support

樓梯易 (StairEase)

Something wrong with a booking, a payment, or the app itself? Talk to us directly — a person replies, not a bot.

WhatsApp 6916 5194
Call 6916 5194
Email silverblossomshk@gmail.com

We reply during business hours, Hong Kong time. WhatsApp is the fastest.

Common things

• Changing or cancelling a booking. Message us with your booking reference — for example SL-260911-001, shown under My bookings. Please give as much notice as you can so we can rearrange staff. Paid bookings are not refundable; with at least 24 hours' notice you can reschedule free of charge to a date within 2 months of the original one. See section 8 of the Terms of Service.
• Measuring the staircase. Every step of the booking shows an example photo. Stair width: lay the tape across a step. Step height: stand the tape on a step and measure up to the edge of the next one. Corner: stretch the tape diagonally across the landing, corner to opposite corner. Not sure? WhatsApp us.
• The video will not upload. Videos can be up to 20MB (about 20 seconds of 1080p). If an upload fails, the booking shows "Send video by WhatsApp", which sends it to us with your booking reference.
• When you get the final price. Our staff review your photos and video and send the final price to My bookings. You only pay after you confirm it.
• A payment did not go through, or went through twice. Contact us with the booking reference. Card payments are handled by Stripe; we can see whether a charge succeeded and refund a duplicate.
• You cannot sign in. 樓梯易 offers Sign in with Apple and Sign in with Google. For Apple, check the phone is signed in to an Apple ID; Google opens Safari and returns you to the app when you are done. If it still fails, message us.
• You want your account deleted. You can do it yourself: Me → Delete account. It removes your account, your sessions, and any photos and videos you uploaded. Records of bookings already made are kept for accounting — see the privacy policy. Can't use the app? See Delete your account.

Also

Privacy policy · Terms of service