Other Services Frequently Asked Questions - Goodnest

Frequently Asked Questions

Other Services

How is Goodnest different from a traditional trade services company?

A traditional trade services company hires tradespeople as employees or subcontractors, relying on the customer to search for local companies in business directories or online. This means taking risk on who you actually get, phone calls, emails, visits for quotes, more waiting for your tradesperson to arrive and more waiting again for a paper invoice to arrive in the mail. All this takes you and the company time, which you pay for.

Goodnest approaches this differently by using technology to drive your home service needs. With a simple online system that allows you to book, pay and be served by fully qualified independent professionals that deliver a high quality service, the transaction is hassle free.

By eliminating many overheads in traditional companies and instead focusing on better service for both the customer and the professional, we are able to provide you an easier way to have home services carried out at lower prices.

Are Goodnest professionals insured?

Yes. All professionals are covered by a $3,000,000 public liability insurance policy which includes your home and content. Office & Commercial cleaners are covered by a $10,000,000 public liability insurance policy.

How do I book?

Booking is easy with Goodnest! You can book using our Apple or Android apps, or simply select the Service you'd like from our homepage and then go through the easy-to-use booking engine. Please note we require a valid credit card at the time of booking for verification. Apart from the deposit, your credit will not be charged until after the job is done and costs approved by you.

Why do I have to pay a deposit?

We take a fully refundable $29 deposit when you book so that we can secure a professional for you. This deposit will then come off the final invoice once all the work has been completed. In the event that your booking is cancelled by your Professional or not assigned to one, we will fully refund it.

How do I pay?

We accept Visa and Mastercard credit and debit cards at the end of the booking process. All payments are processed in real-time and are fully encrypted. If you are a Commercial or Property manager please get in touch with us here: support@goodnest.co.nz.

What is the cost of a trade service job?

We've kept things simple by pricing everything at competitive hourly rates. Most jobs have a callout fee and a minimum booking time per job. After the first hour, you'll be charged per 15 minute increments. If you need an estimated cost, please add in the notes during booking and your professional can give you a free estimate over the phone. Hourly rates and callout fees are always clearly shown when you're booking. Please note these rates do not include materials or other incidental charges such as disposal fees, additional travel related to the job, or hireage.

Do you offer quotes before the job starts?

We don't offer onsite quotes but our professionals can give you a free estimate over the phone before coming onsite. To get the most accurate estimate always provide a detailed job description and photos when you book.

What is a call out fee?

Our call out fee covers administrative costs in securing a professional to get to your job.

When am I charged?

You will receive an invoice from the professional through the platform shortly after your job has been completed. Goodnest will wait 24 hours before billing your payment method so you can check over the invoice and contact us if there are any issues.

What's your cancellation policy?

Goodnest makes bookings flexible as we understand that things can change.

Cancelling a service job within 24 hours causes your professional to lose work so therefore an inconvenience fee of $25 applies. If you cancel within 2 hours of your scheduled job, you will be charged the full callout fee.

Note that any deposit paid will be automatically put towards any cancellation fees.

Please give us more than 24 hours' notice when cancelling a job.

How do I use a voucher?

You can enter your voucher code on the last page of the booking process. We do still require your credit card details even if you have purchased a voucher. We require a valid credit or debit card to confirm the validity of you using the voucher and to ensure ease of payment for any future jobs.

Do I need to provide materials or equipment?

Your professional will come equipped with the gear they think is required to complete the job. However, in some instances they will need to head away to pick up an extra part or rent specialist equipment. To ensure they come with everything they need be sure to provide a detailed job description and photos when you book. Please note that additional expenses such as hireage are not included in the hourly rates.

Please note the professional reserves the right to refuse supplied materials or equipment, but only where there is reasonable cause for concern that they are defective or are unsuitable for the purpose they're being used for.

What is the cost of materials?

The cost of materials is dependent on what is needed for the job. Your professional will discuss what materials are needed and what the cost of these are. This will then be added to the final invoice for your job.

Will my gardener take gardening waste away?

Most of our gardeners are happy to take away any garden waste. There may be an additional tip fee for this service which your gardener can give you an estimate for.

How do I change my booking?

You can change most things about your booking in your Goodnest account. If you would like to make changes within 24 hours of your booking, please email support@goodnest.co.nz and we will do our best to make those changes for you.

How long does it take to find a professional?

It normally takes 1-2 working days to assign a professional to a booking but in busier periods it may take a bit longer. If you book a job as an emergency we will work to get your professional onsite within the time period on the emergency option selected.

What happens if I'm not happy with the job?

As independent contractors, the professionals are required to perform their services to a high standard. Once they've accepted your job, they're contractually obliged to call you (the customer), arrange the job, perform the job, and ensure any problems are made right. Goodnest is able to assist with the dispute resolution process, provide supporting evidence for complaints to regulatory bodies, and to put a hold on processing any payments for the professionals. Just contact us if you are unhappy with a job and we will get in touch with your professional and assist until a resolution has been made.

What happens if I disagree with the professional's invoice?

When a job is completed the professional will submit an invoice to you through the platform. Please get in touch with us within 24 hours of receiving your invoice and we can then put a hold on the payment and contact your professional to let them know you are not happy with the invoice. As funds are not held by Goodnest but in escrow by a third party, we are not able to negotiate the invoice nor authorize any immediate refunds without contacting the professional.

If you make any payment outside Goodnest's platform to the professional we are not able to assist you or provide any insurance.

How do I give feedback?

You can give feedback once the job is completed to ask you how it went. You can also email support@goodnest.co.nz to let us know.

Can I book a same day job?

Yes, we offer a 3 hour onsite and 24 hour onsite emergency service. You can click select an emergency service at the time of the booking. Please check the relevant category booking page for more information on emergency pricing.

Should I be home during my appointment?

You don't have to be, so it's completely up to you. Any security information to access your property is only revealed 24 hours prior to your job starting and you can always discuss the details of the job prior to it starting.

Is my plumber or electrician qualified?

All plumbers and electricians on the Goodnest platform must be certified and registered to work in New Zealand.

Can I trust my professional?

Yes. All of our professionals have been interviewed, had all relevant registrations verified, and have gone through a rigorous on-boarding process. We also monitor customer feedback, to make sure that the standard of work remains high. Any professionals with questionable feedback may be warned or removed from the Goodnest platform.

What times can you perform a job?

Normal business hours are 8:00 am to 5:00 pm, 7 days a week. Please allow up to 30 minutes for your professional to arrive.

Do you service my area?

We currently service Auckland, Hamilton, Tauranga, Wellington and Christchurch. 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 the professionals operating in surrounding suburbs).

Can I request a professional that I have used before?

Of course! You can even 'Favourite' a professional on Goodnest, which means on future bookings you can ask specifically for them. You can 'Favourite' a professional on your Job page or after giving feedback.