Frequently Asked Questions

What is Goodnest?

Goodnest is an online marketplace that quickly links people seeking home services with local professionals. We offer a really easy way to find electricians, plumbers, handymen, gardeners, cleaners and more for a highly competitive, hourly price. Our hand-picked contractors undergo careful background checks and are all experts in their fields. When booking, our super simple booking engine collects the information we need about your job and we allow suitable professionals in your area to accept the work. Being fast, reliable, and cost effective, we're confident that Goodnest takes the stress out of finding professionals for your household.

How is Goodnest different from a traditional cleaning agency?

A traditional cleaning agency hires cleaners as employees, and you have to search for local cleaners in business directories or online. Calls, emails, visits for quotes, difficulty paying. Finally you’ll have a cleaner who you know nothing about. All this takes you and the cleaning company time, which you pay for.

Goodnest approaches this process differently using technology to drive your cleaning needs into a system that allows you to book, pay, and be served by qualified independent cleaners that are always fully background checked, interviewed face to face, trained, and insured.

By eliminating many overheads in traditional cleaning companies and instead focusing on better service, we are able to provide you an easier way to have a cleaner home at a lower price.

Are Goodnest cleaners insured?

Yes. All Goodnest cleaners are covered by a $5,000,000 general liability insurance policy. Note: the policy is subject to a $3,000 excess that the contractor (not Goodnest) is directly liable for.

How do I book?

Booking is easy with Goodnest! Just select 'Home Cleaning' from the homepage of Goodnest and then go through the easy-to-use booking engine and a qualified cleaner will be round to clean your house!

How do I pay?

You can pay by credit card or debit card at the end of the booking process. All payments are processed in real-time and are fully encrypted.

When am I charged?

You are charged at the time of booking, and if you book a repeating clean then any future jobs will be charged 7-9 days prior to the job depending on the frequency of your cleans.

What is the cost of a cleaning job?

The cost for home cleaning is $25 - $32 per hour per cleaner, with a minimum two hour booking. The hourly rate varies depending on how frequent your cleans are. There is a $5 - $10 charge for cleaning supplies per job, based on the size of the job. Extra services such as oven cleaning are available for an additional cost. For one-off cleans there is a $20 single clean fee.

What if I am overcharged?

Because you are booking online you will only be charged the amount at the time of the booking. You can pay and add extra services prior to a cleaning. All bookings have a time component that a cleaner will adhere to. If more time is required to complete a job to your satisfaction you can add more time for future cleans.

How do I change my booking?

Once you've made your booking, you will need to contact us if you would like to make any changes. You can make any changes without incurring a cancellation fee if you give us more than 24 hours notice. If you make any changes between 24 and 2 hours of your booking, you will be charged a cancellation fee of $25. Cancellations made within 2 hours of the booking will not be eligible for a refund.

How do I view my account?

Simply click 'Login' on the homepage of Goodnest to access your account.

What do I do if I am not happy with the job?

If you are not happy with the quality of the clean then please contact us and we will make it right. We can also arrange for your cleaner to be changed for future jobs.

How long should I book for?

Our booking process will ask you a series of questions about your house and what services you require. From this we’ll provide an instant time estimate based on averages around your described house size and cleaner quotes. If you have a particularly big job then you can add additional time when booking.

What if my cleaner runs out of time?

Goodnest relies on you to provide us with an accurate description of your property and will create a time estimate based on an average regular clean for it. If the cleaner arrives at a cleaning site and the work is considerably different than what has been paid for, they will contact Goodnest and a Customer Support Representative will contact you to discuss. If the cleaner fails to complete the work in the time required, then please contact us and we can arrange for your cleaner to be changed for future jobs.

How do I give feedback?

One of the ways we continually improve the quality of the service provided is through customer feedback. After a job has been completed, you will be able to leave feedback on the work performed. We may share it with the cleaner for training purposes, but won’t post it publicly without your permission.

Can I book a same-day cleaning job?

In most instances, no. There is usually a minimum of three days required between a booking and a job being performed. You can always contact us though, and we’ll see what we can do!

Do I get the same cleaner for every clean?

We endeavor to give you the same cleaner for every recurring cleaning job. There are instances where a replacement cleaner may be required (for instance, when your regular cleaner goes on holiday). You’ll be able to see in advance who is coming to clean your place.

Regular cleaners only pertain to weekly or fortnightly recurring bookings. For one-off and monthly cleans, we cannot guarantee the same cleaner you had before. If you request the same cleaner you had previously, we'll try our best to assign them, but there are no guarantees as cleaner schedules fill fast with weekly and fortnightly cleans.

Should I be home during my cleaning appointment?

You don’t have to be, but if you are say hi!

Can I trust my cleaner?

Yes. All of our cleaners have been interviewed face-to-face, had background checks, have insurance, and have gone through a rigorous training and onboarding process.

What times can you clean?

Normal cleaning hours are 7am to 7pm, 7 days a week. Please allow up to 30 minutes for your cleaner to arrive.

Do cleaners bring their own equipment and supplies?

Yes, the cleaners do bring their own equipment as well as a full kit of ecostore supplies.

Does Goodnest do end of tenancy/deep cleans?

Yes we do! As it's not a regular clean you need to book this here.

You'll be allocated experienced deep clean specialists, who guarantee the work done on the checklist here will pass any landlord inspection, or they'll come back and put it right.

A deep clean covers any end of tenancy, start of tenancy, home pre-sale, home post-sale and spring clean.

We're happy to also provide quotes for extras such as: mould cleanup, excessive soot or grease cleanup, outdoor and garage cleanup, and outdoor window cleaning.

Do you clean in my area?

We currently service Auckland, Christchurch, Dunedin, Hamilton, Tauranga, Wellington and Sydney.

If you live particularly far out of the CBD we recommend checking with us before making your booking, to avoid being disappointed (availability in your area is dependent on cleaners operating in surrounding suburbs).

Can I call Goodnest Customer Support?

The fastest way to get a response from our Support team is always to email

support
. You can call us on 09 972 3037 however it isn't always manned. We check voicemails daily.