Home Cleaning Frequently Asked Questions - Goodnest

Frequently Asked Questions

Home Cleaning

How does Goodnest work?

We offer a better way book electricians, plumbers, handymen, gardeners, cleaners and more.

With Goodnest you get access to high quality local professionals through our easy to use booking platform. Simply book a job you need doing, say when you want it done, and local professionals who are security screened and continually feedback checked are able to accept your job.

Hourly rates are very competitive and payment happens securely over the platform. Once the job is done you can also give feedback, ensuring only the best local professionals can be found on Goodnest.

How is Goodnest different from a traditional cleaning company?

Traditional cleaning companies hire cleaners, leaving you to search for local cleaning companies in business directories or online. Calls, emails, visits for quotes, difficulty paying, and uncertain insurance policies. Finally you'll get a cleaner - who you know nothing about. All this takes you and the cleaning company time, which you pay for.

Goodnest approaches this differently using technology to drive your cleaning needs into a system that allows you to book online or from your phone in seconds, and be served by qualified independent cleaners that are always fully background checked, feedback monitored 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 get a good cleaner at a lower price.

Are Goodnest cleaners insured?

Yes. All Residential cleaners are covered by a $3,000,000 public liability insurance policy while 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 Home Cleaning from our homepage and then go through the easy-to-use booking engine. You can select what you need cleaned and when, and we'll give you the full price upfront so there are no hidden costs.

What is the cost of a cleaning job?

The hourly rate home cleaning ranges is between $27 - $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 to $10 charge for cleaning supplies based on the size of the job. Extra services such as oven cleaning are available for an additional cost. For a one-off clean there is a $25 Single Clean Fee.

What is Goodnest's 'Single Clean Fee'?

A Single Clean Fee is charged for a one-off clean. This done because getting cleaners for one-off jobs is more difficult as cleaners prefer to fill their schedules with regular bookings. Additionally, a house that is regularly cleaned by a professional is much easier to maintain than when a one-off clean is booked. To avoid paying a Single Clean Fee book a weekly or fortnightly clean - your home will also thank you for 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.

When am I charged?

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

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. Your credit card won't be charged unless extra time or items are added. 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.

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 us and we'll get in touch with 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 change my booking?

You can change most things about your booking in your Jobs page. 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.

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 the full amount for it. 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?

Cleaners fill their schedules closer to the date of the clean. We hope to have a cleaner assigned at least 3 days before the date of your clean. If you need book a same-day cleaning job, in most instances it is not possible as most cleaners have their days filled up beforehand. However, there might be a cleaner who has had a cancellation so they might be able to take your job - please get in touch with us to see what we can do!

What is Goodnest's Quality Guarantee?

For cleans that are on a subscription, we offer a Quality Guarantee. On these cleans, if you aren't happy with the clean then please get in touch and we will endeavour to make it right. We can also 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 performance purposes, but won't share it publicly without your permission.

Do I get the same cleaner for every clean?

We endeavour 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 is sick). You'll be able to see in advance who is coming to clean your place.

Regular cleaners only for 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.

Do I need to 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 of your job. These aren't available to cleaners until 24 hours before the job is due to start.

Is it safe to leave a key out for my cleaner?

It's up to you whether you feel comfortable leaving a key in a safe place for your cleaner to access. Lots of our customers do this, alternatively they give a key to their cleaner to keep hold of. However if a cleaner is sick then it's difficult for us to arrange access for your replacement cleaner should the key be in the regular cleaner's possession.

Can I trust my cleaner?

Yes. All of our cleaners have been interviewed, had background checks, have insurance, and have gone through a rigorous onboarding 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 a full kit of ecostore supplies. If you want your cleaner to use your equipment or supplies that's no trouble, just add a note on the job!

Can I book an End of Tenancy / Moving Clean?

Yes you can! We offer a specialised Deep Cleaning service for such cleans here.

You'll be allocated experienced Deep Clean specialists, who guarantee the work done on this checklist on the checklist here will pass your landlord inspection, or they'll come back to put it right.

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

Do you clean in my area?

We currently service Auckland, Christchurch, Dunedin, Hamilton, Tauranga, Napier, Whangarei 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.

Can I request a cleaner that I have used before?

Yes. We recommend adding any cleaners you've had and would like to book again to your Favourites List. You can do that from your Past Jobs page. Then when you make a booking you can select a Favourite worker you'd like to use.

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 Chat Now or Email Us so we can make this right.

My cleaner left early

Please contact our customer support team to explain the situation so they can adjust the hours and credit or refund any outstanding hours. The minimum clean length is 2 hours. If the cleaner didn't finish the job properly, make sure to place feedback or let us know so we can follow up appropriately.