Deep Cleaning Frequently Asked Questions - Goodnest

Frequently Asked Questions

Deep Cleaning

How do I book?

Booking is easy with Goodnest! Go to the Deep Cleaning booking page and then go through the easy-to-use booking engine. You can select what you need cleaned and when and we'll give you a fixed price so there are no hidden costs.

What is the cost of a Deep Cleaning job?

The cost for Deep Cleaning starts from $149 and you can add extras such as fridge, interior windows or ceilings.

Will this guarantee that I will pass a tenancy check?

All cleaners follow the Deep Cleaning Checklist to ensure that you'll pass these items in your tenancy check with flying colours.

How do I change my booking?

If you would like to make changes to your booking, please email support@goodnest.co.nz and we will do our best to make those changes.

Do I need to do anything before the Deep Cleaner arrives?

Just make sure the Deep Cleaner has access to water, electricity and parking so they can carry out their work without interruption. We also require that you move any furniture that might be in the way and remove any items that you don't want thrown out. Cleaners don't take rubbish off site but can throw rubbish out into your property bin.

What's your cancellation policy?

Goodnest makes bookings flexible as we understand that things can change. Cancelling a clean within 24 hours causes your cleaner to lose work so therefore a $25 inconvenience fee applies. If you cancel within 2 hours of your scheduled clean, you will be charged half the cost of the clean. Please give us more than 24 hours' notice when cancelling a job.

What happens if I forget to leave a key out for my cleaner?

If your cleaner can't access your house at the time of the clean then we will do our best to get hold of you to arrange access ASAP. The cleaner will wait for up to an hour and should you not be able to provide access within this time you will not be eligible for a reschedule or a refund, and the cleaner will be paid for the full clean.

How do I make an account?

When you go through the booking process for the first time an account is automatically created for you. You can also login with using your Facebook account.

How soon can I get a cleaner?

Deep Cleaners tend to fill their schedules closer to the date of the clean. We hope to have a Deep Cleaner assigned at least 3 days before the date of your clean. In most instances we cannot service a same-day deep cleaning job. However, there might be a cleaner who has had a cancellation so please get in touch with us and we will see what we can do.

What is Goodnest's Quality Guarantee?

We guarantee that all items on our Deep Cleaning Checklist will pass your tenancy check. If not, we will make it right.

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 performance purposes, but won't share it publicly without your permission.

Should I be home during my cleaning appointment?

You don't have to be, but if you are say hi! If you aren't going to be home you can leave details of how to access your property in the security notes in your account. These aren't available to cleaners until 24 hours before the job is due to start.

Can I trust my cleaner?

Yes. All of our Deep Cleaners have insurance, and have gone through a rigorous on-boarding process. We also continually monitor their performance based on feedback other customers are giving them daily.

What times can you clean?

Our cleaners manage their own schedules and can work any time - day or night. If you want to request a cleaning time outside of the hours available to book on the site then please contact us and we can arrange this for you. Please allow up to 30 minutes from the allocated start time for your cleaner to arrive.

Do cleaners bring their own equipment and supplies?

Yes, the cleaners do bring their own equipment as well as supplies. If you want your cleaner to use your equipment or supplies that's no trouble, just add a note on the job!

Do you clean in my area?

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

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?

To get immediate support you can Chat Now live on the website. To provide the fastest response time possible we don't offer phone support. If it's not urgent then you can also email us support@goodnest.co.nz.

What do you mean by regularly maintained property?

Our pricing includes a 20% discount on property that have been maintained on a regular basis. If the clean is a bit trickier and requires more work, we will get in touch with you.

My cleaner didn't show up or rescheduled

While cleaners will do their best to always be punctual, sometimes prior cleans can run overtime or things can delay cleaners getting from one clean to another. While this isn't ideal, we ask that you allow 30 minutes for your cleaner to arrive. If after this time they still haven't arrived please contact our support team so we can make this right.

What happens if something is damaged?

All residential cleaners are covered by a $3,000,000 public liability insurance policy in addition to being covered by a $500,000 home and contents insurance policy. Contact our support team with information about the damage and we can follow up with your cleaner.