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 service agency?

A traditional service agency hires tradesmen 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 call, waiting for a call-back, waiting for a visit to quote the job, more waiting for your serviceman to arrive and waiting again for a paper invoice to arrive in the mail. All this takes you and the company time, which is never free.

By simplifying this often complicated system, 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 a lower price.

Are Goodnest professionals insured?

All plumbers and electricians using the Goodnest platform are required to have their own public liability insurance. Gardeners, cleaners, handymen, and others are not required to have insurance but are strongly encouraged to by Goodnest. For regular home cleaning insurance, please refer to our Terms and Conditions.

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 the job lead from us, they're contractually obliged to call the customer, arrange the job, perform the job, and ensure any problems are made right. Goodnest is able to facilitate this through the dispute resolution process, provide supporting evidence for complaints to regulatory bodies, and to put a hold on processing any payments for the professionals. Ultimately, all disputes about the job are to be resolved between the client and the contractor.

What happens if I disagree with the invoice?

When a job is completed, the professional sends the job details through to Goodnest who forward the customer an invoice on their behalf. Upon processing the payment, the professional is automatically paid. Any invoice disputes must to be raised directly by the customer with the tradesperson. Goodnest are not able to negotiate nor authorise any refunds as the money in question will be the contractor's. Goodnest is happy to facilitate with this communication, but ultimately invoice disputes must be resolved between the client and the contracting professional. Goodnest simply processes payments for the tradesperson, much like EFTPOS, Trade Me Pay Now, or other payment methods.

How do I book?

Booking is easy with Goodnest! Book here and select the service you would like and then go through the easy-to-use booking engine. Please note we require a valid credit card at the time of booking. For home cleaning, payment is taken at the time of booking. For other services a deposit needs to be paid. This is fully refundable if the job is cancelled at least 24 hours prior to the work commencing

How do I pay?

You can pay by credit card or debit card and you will not be charged until your job has been completed and total invoice agreed with your professional. All payments are processed in real-time and are fully encrypted.

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 charging your credit card so you have time to check over the invoice and contact us if there are any issues.

Do I have to pay using credit card?

Goodnest accepts payment using credit card or debit card. Should you wish to pay the total invoice of your job using a different card to the one you used at booking you can do so. Just contact support no later than 12 hours after receiving your invoice and we can make this change.

What is the cost of a home service job?

We've kept things simple by pricing home services at a competitive hourly rate. There is a callout fee and a minimum booking time per job, depending on the category. After booking, your tradie can provide you with an estimate over the phone. They'll also price-up and finalise the cost of the job with you when they're on site. Any changes to this during execution should be cleared by you. The hourly rate and callout fee will always be what is listed when you book on Goodnest - materials are additional.

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 give feedback?

We will contact you after the job is completed to ask you how it went.

Can I book a same day job?

We offer a 3 hour and 24 hour callout service for an additional fee. Mention in the description of your job if it's urgent, and the time frame required, and it will be prioritised by both our in house resourcing team and our tradies. Please check the relevant category booking page for more information on pricing for this expedited service. We'll do our very best to help!

Should I be home during my appointment?

This is up to you and depends on the nature of the job. Remember our professionals are only able to quote a job with accuracy once they're on site so they'll want to run this total cost by you before doing the work. Rough estimates can be given over the phone, but this may change a bit on-site.

Can I trust my professional?

Yes. All of our professionals have been vetted, qualifications checked, and we use many of them in our own homes already! 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.

Are materials included? Do I need to provide any tools, ladders or materials?

Your professional will come fully 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. Parts and materials are not included in the hourly rate. The cost of any materials required will be run past you before they're used.

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