Frequently asked
questions

The service voucher (titre-service / dienstencheque) is a means of payment partly funded by the public authorities. It allows private individuals to use everyday household services (cleaning, ironing, shopping, etc.) carried out by a worker employed under a contract by a service voucher company approved in one or more Belgian Regions.

One service voucher equals one hour of service. Its price is set by the Region where you live: see our Service voucher prices page for the current amounts. The system offers unbeatable value for money, with every guarantee: it is fully legal, insured and fair to the worker.

A service voucher remains valid for at least 6 months from its date of issue.

You can use service vouchers to pay for activities, at home or elsewhere, that meet your household’s private needs. They cannot be used for professional purposes (doctor’s surgery, premises of a self-employed professional, waiting room, rented-out room, Airbnb accommodation, student room, etc.).

• Housekeeper at your home: cleaning your home (windows included), laundry and ironing, mending items to be ironed.
• Ironing outside your home: at the ironing centres of an approved company, for ironing and related tasks.
• Household errands: small errands for your daily needs (post office, baker’s, chemist’s…).
• Small sewing jobs: alterations and repairs only.
• Preparing meals at home and transport for people with reduced mobility: these services are allowed by law, but we do not offer them.

Service vouchers cannot pay for other activities: repairs, building work, wallpapering, painting, gardening, looking after children, elderly or sick people, etc.

The price of a service voucher is set by the Region where you are officially resident, and rises in bands according to how many vouchers you have already bought during the calendar year. Tax benefits also differ from one Region to another.

We keep the amounts up to date on a single page: Service voucher prices in 2026, with a calculator for the cost of your order and a savings simulator.

The time needed depends mainly on the size and number of floors, the number of bathrooms, your household (children, pets) and the tasks you hand over (laundry, ironing, windows…). For a two-bedroom flat with a couple, allow about 3 hours a week; a 150 m² family house usually needs 5 to 7 hours.

A visit lasts at least 3 consecutive hours: that is the service voucher rule.

Work it out for your situation with our hours simulator: it gives the recommended rhythm, the budget in your Region, and can fill in your request for you.

In Belgium, every adult is entitled to a limited number of subsidised vouchers per year. An individual can order 500 vouchers per calendar year. A household (everyone registered at your address) can order 1,000, whichever member of the household places the order.

This quota can be increased (200 extra vouchers per person) for single-parent families and for households in which a member receives a disability allowance or is over 65. The exact rules vary from Region to Region: check them on your Region’s platform.

In Brussels and Wallonia, the format is entirely up to you. In Flanders, only electronic vouchers have been valid since 1 June 2025.

You choose the format when you create your account. If in doubt, go for electronic service vouchers: they are available as soon as you buy them, whereas paper vouchers are sent by post a few days later. With paper vouchers, you are more likely to run out just when you need to pay your housekeeper.

How long your vouchers remain valid depends on the Region that issued them, counted from their issue date:

• Brussels: 6 months
• Wallonia: 8 months
• Flanders: 12 months

The expiry date is printed on paper vouchers; for electronic ones, check your Pluxee Secure Area. Expired vouchers can no longer pay for a visit.

Won't use them all in time? You can ask Pluxee for a refund while they are still valid. The simplest is to order each month what you need.

Step 1: register. To use service vouchers, you must be registered with Pluxee, the company that issues them, on the website of the Region where you are officially resident:

• Brussels-Capital Region: mes.titresservices.brussels/register
• Wallonia: mes.titres-services.wallonie.be/register
• Flanders: mes.titres-services.flandre.be/register

You can then manage your vouchers and your details at any time from your secure online area or the Pluxee mobile app.

Step 2: get in touch with us. Submit your request for a housekeeper on our website. We review it and look for the housekeeper who best matches your expectations.

Step 3: order service vouchers from your secure online area, or by bank transfer to the Pluxee account for your Region, quoting your Pluxee user number (12 digits) in the payment reference. Electronic vouchers appear in your wallet as soon as your payment is received; paper vouchers are sent to you within 5 working days.

Step 4: enjoy your housekeeper’s help.

Step 5: confirm the visit. Your housekeeper records her visit in her app. You then receive a notification from Pluxee asking you to confirm it; if you do not respond, it is confirmed automatically a few days later. Once the visit is confirmed, the vouchers are taken from your wallet.

The easiest way is to order from your Pluxee user account and pay through its secure platform. Enter the number of vouchers you want (no minimum for electronic vouchers, a minimum of 10 for paper vouchers): the amount is calculated automatically.

You can also make a bank transfer to your Region’s Pluxee account, quoting your Pluxee user number (12 digits) in the payment reference.

Tip: always make sure you have enough to cover the next 4 weeks of visits. A reminder in your diary or a standing order at the start of the month will save you payment reminders. Our calculator gives you the exact amount based on the price bands.

For your payment to be accepted, three conditions must be met; otherwise it will be refunded to you automatically:

1. the amount is an exact multiple of the price of a service voucher in your Region (see our prices);
2. your Pluxee user number (12 digits) appears in the payment reference;
3. you use the Pluxee bank account for the Region where you are officially resident.

• Brussels-Capital Region: BE28 0017 7246 3620
• Wallonia: BE15 0017 7247 4330
• Flanders: BE41 0017 7246 2610

No user number yet? Register with Pluxee first.

If you already use service vouchers, you have a user account on your Region’s Pluxee website. Most of the useful information is there:

• Brussels-Capital Region: mes.titresservices.brussels
• Wallonia: mes.titres-services.wallonie.be
• Flanders: mes.titres-services.flandre.be

If you cannot log in to your account or have a question about how many service vouchers you have used, contact Pluxee directly. As an approved company, and to protect your privacy, we can only see whether your account is in credit or in debit, and whether it is active or frozen (for example after moving to another Region).

• Brussels-Capital Region: 02 401 31 60
• Wallonia: 02 401 31 70
• Flanders: 02 401 31 30 (in French if you live in a municipality with language facilities)

Paper forms. If you cannot update your details online (move, change of format, personal details…), forms are available: Brussels, Wallonia, Flanders.

Your Secure Area (Pluxee website or app) is the dashboard of your service-voucher account. There you can:

• check your balance and orders;
• confirm or dispute the visits recorded by your housekeeper (without a reaction, they are confirmed automatically after 5 working days);
• change your address, email and payment profile;
• ask for a refund of unused vouchers.

You log in with itsme or with your ID card and a card reader. Stuck? We are happy to help at our offices, by appointment.

Let us know as early as possible: we check that your new address is in our area and whether your housekeeper can keep coming (travel, hours). We then update your file and agreement.

Also update your address in your Pluxee Secure Area.

Moving to another Region (for example from Brussels to Walloon Brabant)? Service vouchers depend on the Region where you live: you must register with the new Region, with a new user number, and the voucher price changes. Vouchers from your old Region are not valid in the new one: ask for a refund. As we are approved in all three Regions, we can keep working together.

We know these are difficult times. A call or an email to hello@ts-bxl.be is enough: we stop the visits, inform the housekeeper, arrange the return of keys and settle the file with you.

A death is a case of force majeure: no notice period applies, and no visit planned after the death is due. Only visits already carried out still need to be confirmed.

On Pluxee's side, the deceased person's service-voucher account is blocked. Visits already carried out can still be confirmed, and heirs can request a refund of unused vouchers on presentation of the death certificate. Contact the Pluxee customer service of the Region concerned.

If a relative (partner, child) wishes to keep the housekeeper, that is possible: they need their own service-voucher account and a new agreement. Talk to us.

Since 2009, our professional housekeepers have been at your service. We are approved in all 3 Regions and mainly serve Brussels and its outskirts, as well as part of Walloon Brabant.

Our services are tailor-made, but always regular (every week or every two weeks), with a minimum of 3 hours per fortnight. We do not offer one-off visits or 2-hour visits. For a big clean when you move out or move in, we can look at what is possible from 4 hours.

Most of our clients choose 3 or 4 hours a week; some ask for several visits a week. We also work on Saturdays, but never on Sundays or public holidays.

Choosing your housekeeper

When you send us your request, we ask about your home, your situation, your needs and what matters to you. We use this to choose the best possible housekeeper and to organise our schedules, which usually takes 5 working days.

It can take longer if Monday or Friday (the busiest days) is the only day that suits you, or if we receive a lot of requests at once. We then keep you informed of your place in the queue and of any changes that could speed things up (choosing a different day, for example).

Once we have found your housekeeper, we contact you again to start the visits and send you a collaboration agreement. This agreement is compulsory: without it, we cannot continue the visits, as we would face penalties in the event of an inspection.

Yes. Call us on 02 675 41 03, Monday to Friday from 9am to 5pm: we fill in the request with you. Would you rather we called you? Leave us your number.

The online request is still the quickest.

When you become a client, we add your hours to your housekeeper’s employment contract through a formal amendment. From then on, those hours commit us: we pay her for them whether the visit takes place or not, whatever the reason.

Every cancellation therefore has to be replaced by other work. 48 working hours is the average time we need to find and organise that replacement: any shorter is very difficult, often impossible, and a late cancellation gives rise to a fee: a flat fee of €25 per visit.

For holidays, let us know at least ten working days in advance (for July and August: before 30 May): your day, time and housekeeper are guaranteed for four weeks of absence a year in total. Beyond that, or if you cancel a whole series of visits, we have to give your housekeeper to another client, sometimes from our waiting list, and a temporary replacement may become permanent.

The simplest solution: let her come while you are away for the big jobs (windows, cupboards, fridge and oven, bedding, seasonal wardrobe changeover). Plan your absences well.

So that your housekeeper can work well and efficiently, you provide her with suitable equipment and the necessary products. If in doubt, talk to her: she will recommend the products she usually uses. We also sell a range of eco-friendly products at our offices.

Essential equipment

• Vacuum cleaner, bucket, broom, hand brush and dustpan
• A large and a small squeegee, a telescopic pole (for ceilings)
• Floor cloths, tea towels, microfibre cloths, sponges, kitchen roll
• Ironing board and steam generator or iron
• Cleaning gloves

Products needed

• Cleaning products that are as eco-friendly as possible
• Floor soap and toilet cleaner
• Degreaser for the kitchen and descaler for the bathroom
• Washing-up liquid

Let us know about your absences in July and August before 30 May. That is when we organise the summer schedules, our housekeepers’ leave and replacements.

• Announced before 30 May: your day, time and housekeeper are guaranteed when you return, within the limit of four weeks of absence a year.
• Announced after 30 May, but at least ten working days in advance: we accept them, but without a guarantee. If your housekeeper has been reassigned in the meantime, we can no longer promise she will come back to you.
• Announced less than ten working days in advance: this is a late cancellation. It gives rise to a fee (a flat fee of €25 per visit), as set out in our terms and conditions.

Every April we send you a reminder. To let us know: your client area or our cancellation form.

No. Many of our clients hand over a key, badge or access code. The handover is recorded (type and number of keys, handover and return dates), and you can declare it in your client area.

• Never write your address on the key.
• For an alarm, use a temporary code or one specific to your housekeeper rather than your personal code.
• At the end of the collaboration, keys and badges are returned to you.

If access fails on the day of the visit (forgotten key, changed code), the visit cannot take place and is treated as a late cancellation.

Your housekeeper is our employee: her safety is our responsibility, and your cooperation makes a big difference.

• Equipment in good condition and a stable step stool, never a ladder: no work at height.
• Products in their original packaging, with the label. Do not mix them: bleach with descaler, for example, releases a toxic gas.
• Tell her from the start what is fragile, valuable or dangerous (wiring, slippery floor, unstable item).
• Show her where the first-aid kit is.
• Let us know if an animal is present during the visit.

A dangerous or clearly unhealthy situation can prevent the visit. See also what a housekeeper can and cannot do.

Accidents happen. Report it within 3 working days of the visit using our incident report form, with photos, the invoice or purchase date and, if possible, a repair quote. You immediately receive a ticket number to quote when you contact us.

• Less than €250: such damage is considered an ordinary risk of everyday life and does not lead to an intervention on our part, except in case of serious or intentional fault.
• €250 or more: if we are liable, our insurer covers the damage (wear and tear deducted). The €250 excess is in principle borne by you; depending on the circumstances, we may cover it.
• Where possible, do not have the item repaired, replaced or thrown away before we or our insurer have been able to examine it, unless it is urgent.
• We talk to your housekeeper and look at the circumstances: wear and tear, age, an existing defect, particular fragility, the instructions given.

Tell us from the start about fragile or valuable items, and how you would like them cared for. Full details are in article 11 of our terms of use.

Our housekeepers work throughout Brussels and its outskirts. For municipalities on the edge of our area (Zaventem, Sterrebeek, Tervuren, etc.), we need to find a housekeeper with a car or check that your home is easy to reach by public transport: get in touch and we will look at the options together.

We also have a few housekeepers working in Walloon Brabant and are expanding our services there.

Our two ironing centres, in Kraainem (Wezembeeklaan 106) and Watermael-Boitsfort (Avenue des Lucioles 1), welcome you without an appointment from Monday to Friday, 7.30am – 6pm. Our ironing staff return your laundry basket in 48 working hours on average.

• If you would like your shirts back on hangers, bring your hangers along with your basket.
• Ask the member of staff to estimate how many service vouchers your basket will need, or use our calculator. As a service voucher cannot be split, the rounding may vary slightly from one time to the next for a similar amount of laundry.
• Please avoid bags and use a laundry basket instead; with your agreement, we will put a label with your name on it. Laundry baskets are on sale at our ironing centres.

Your housekeeper’s visits must be paid for immediately: we do not offer deferred payment. Our sector works on small margins and we cannot advance the cost of the visits.

With paper vouchers, at the end of each visit you give your housekeeper one signed and dated voucher per hour worked. With electronic vouchers, she records the hours worked in her app on the same day; if she cannot, our team does it for her.

You then receive an email from Pluxee with the details of the visit, which you can confirm or dispute. It is your responsibility to always have enough service vouchers: at the start of each month, order what you need to cover that month’s visits.

If there are not enough vouchers in your account, we send you up to three successive reminders. Each one lists the visits concerned, the number of vouchers missing and the deadline to put things right. If your account is still not in order after the third reminder, we may suspend the visits until it is (terms and conditions, art. 6.8 and 6.9).

Please note: if payment in service vouchers is no longer possible, we may claim the equivalent value of the visits carried out. Interest or compensation can then only be claimed after a first free reminder and a period of at least 14 days, within the limits set by law (terms and conditions, art. 8).

At the end of her visit, or later in the day, your housekeeper records it in her app. With electronic vouchers, you then receive an email from Pluxee showing the hours declared.

Sometimes she cannot record the visit (she forgot, an emergency, a technical problem). She can only do so on the day itself: after that, our system alerts us and we record the visit ourselves later, once we have checked that it did take place. You then also receive an email from Pluxee.

In every case, check the details and confirm the visit as soon as you receive the email: that is what releases the payment. Without confirmation, the vouchers are only taken from your account 5 working days to several weeks later, and we have to advance your housekeeper’s wages.

Our visits are agreed on a regular basis, which means a commitment on your part. For our part, we guarantee your housekeeper a set number of hours each week and pay her wages, whether or not the planned visits go ahead.

If a visit is cancelled less than 48 working hours in advance, or without TS-BXL being told (telling only your housekeeper does not count as a cancellation), it gives rise to a late cancellation fee: a flat fee of €25 per visit, invoiced with your administrative fees (never in service vouchers). A late cancellation often prevents us from offering your housekeeper other work, even though we still have to pay her.

If, on the other hand, you let us know in time, we look for a replacement visit for your housekeeper, and the cancelled visit is not charged to you, even if we cannot find a replacement.

For a longer absence (your annual holiday, for example), let us know at least ten working days in advance, and before 30 May for July and August. Your usual arrangement is guaranteed for up to four weeks of absence in total per calendar year. To cancel a service, use our cancellation form.

Since 1 October 2026, we have charged an administrative fee of €1 per service voucher used during the month, capped at €20 per month however often you use our services (housekeeping and ironing centres combined), and at €3 per basket at our ironing centres. It is only charged with your prior agreement.

This fee is separate from the price of the service: it cannot be paid with service vouchers. It is invoiced monthly by email and can be paid by direct debit, bank transfer or card.

For more than fifteen years, we absorbed on our own the rise in labour costs (more than 20% in wage indexation since 2022), administrative charges and cancelled hours we were unable to fill. We explain this decision in detail, including what the fee covers, on our Administrative fee page (in French).

Every hour actually worked is paid with one service voucher. Your housekeeper therefore records the real duration of the visit, and you will find it in the Pluxee email.

Working longer should remain exceptional and be agreed with you. If the recorded duration is wrong, dispute the visit in your Pluxee Secure Area within five working days, then let us know: we check with your housekeeper and correct it if needed.

No. The visit is recorded on the date it actually took place, and that is the date you will see in the Pluxee email. A visit moved in agreement with us is not a cancellation and does not give rise to any fee.

If the recorded date is wrong, dispute the visit in your Pluxee Secure Area within five working days and let us know.

Email us at hello@ts-bxl.be with the invoice reference. We refund the amount overpaid, or deduct it from your next invoice if you prefer.

With service vouchers, paying twice is not possible: Pluxee only debits once per confirmed visit. If in doubt, check the history in your Pluxee Secure Area.

No. Service vouchers are for the private needs of your household only: they cannot be used for business premises or activities. Visits and administrative fees are therefore always in the name of the user, a private individual, in whose home the housekeeper works.

Yes. Your invoices can be sent to another address, for example that of a son or daughter managing a parent’s file. Email us at hello@ts-bxl.be with the address you want.

Visit notifications are sent by Pluxee to the address of your service-voucher account: keep it up to date in your Secure Area.

Let us know in writing: from your client area (“All my visits”) or our cancellation form.

A notice period of four weeks applies. It starts on the Monday after we receive your request. The visits planned during the notice period remain due: those that take place are paid in service vouchers as usual, and those that do not take place because of you give rise to a late cancellation fee: a flat fee of €25 per visit, invoiced with your administrative fees (never in service vouchers), whenever you cancel them.

At the end of the collaboration, we settle the remaining visits and invoices, return your keys, and you can cancel your direct debit.