Question 1

Do I need an account to use the app?

Accepted Answer

Yes. Create a free account when you first open the app or visit the website. Enter your email address and we send you a one-time verification code to confirm it is you. No password needed. The process takes under a minute and lets you manage bookings, payment methods, and your service history.

Question 2

Do I need my own equipment and supplies?

Accepted Answer

Yes, you bring your own professional cleaning equipment and supplies to each job. We provide a recommended kit list during onboarding.

Question 3

Is there a fee to join or apply?

Accepted Answer

No. There is no fee to apply or join the Chores Away platform.

Question 4

Will I get the same pricing as the website?

Accepted Answer

Yes. Pricing is the same across the app, website, and any booking channel. The app also provides a better mobile experience, notifications, booking management, and features such as in-app chat that are only available in the app.

Question 5

Is the app free to download?

Accepted Answer

Yes. The Chores Away app is free to download and use. You only pay for the cleaning services you book.

Question 6

What platforms is the Chores Away app available on?

Accepted Answer

The Chores Away app is available on iOS and Android. It is built with React Native and supports the mobile booking and account experience on both platforms. Check the App Store or Google Play for the current supported release.

Question 7

How quickly will you respond to my message?

Accepted Answer

We aim to respond to all support tickets, contact form submissions, and emails as soon as possible, typically within 24 to 48 hours. You can send a message anytime through the app or our support page.

For urgent issues with an active booking, open a support ticket directly from the booking details. This gives our team immediate context and helps us resolve things faster.

Question 8

Do I have to work exclusively for Chores Away?

Accepted Answer

Not at all. You can keep your existing clients and use Chores Away to fill gaps in your schedule. We aim to bring enough value that you will want to book more work through us, but exclusivity is never a requirement. You are your own boss.

Question 9

What is your satisfaction guarantee?

Accepted Answer

Not happy with your clean? Let us know through the app within 24 hours and include photos of the areas that were not up to standard. We will assess it and arrange a free re-clean of anything that fell short. The guarantee covers what was booked: the rooms and tasks in your original booking confirmation.

Question 10

What if I need to reschedule?

Accepted Answer

You can reschedule at no charge as long as you do so more than 24 hours before your service. Log in, go to Booking History, select the booking, and choose a new time. Your cleaner will be notified and you will receive confirmation.

If you need to reschedule within 24 hours, the standard cancellation fees apply for that booking: 50% between 2 and 24 hours, or the full amount less than 2 hours before. If it is an urgent situation, reach out through Help and Support and we will do our best to help.

Question 11

What is the best way to get help with an active booking?

Accepted Answer

For anything related to a current or upcoming booking, use the in-app support feature. Our team can assist faster there because they have direct access to your booking details.

Question 12

Can I book services for someone else using the app?

Accepted Answer

Yes. Add their address to your account and book as normal. Useful for family members, rental properties, or your business.

Question 13

How do I book a clean?

Accepted Answer

Book entirely online in a few minutes. Select your service, choose your preferred professional, enter your address and property details, choose a date and time, and add any extras. You will see the price before you confirm. A confirmation is emailed straight away.

Question 14

How do I cancel or reschedule a booking?

Accepted Answer

Log in to your account, go to Booking History, and select the booking you want to change.

Cancellations and reschedules are free if you do so more than 24 hours before your service. If you cancel between 2 and 24 hours before, a 50% cancellation fee applies. Less than 2 hours before, the full service amount is charged.

Question 15

What happens if my cleaner is sick or unavailable?

Accepted Answer

We will notify you as soon as possible and offer either a replacement cleaner or a free reschedule at no extra charge.

Question 16

What happens if a cleaner's rating drops?

Accepted Answer

If a cleaner's average rating falls below our standard, we review their account and may remove them from the platform.

Question 17

How do I know my cleaner has been vetted and verified?

Accepted Answer

All cleaners on the platform are vetted and verified before they accept bookings. We do not use verification badges on cleaner profiles. Our vetting and onboarding checks are completed before a cleaner can accept their first booking.

Question 18

How do I know my cleaner has been vetted and verified?

Accepted Answer

All cleaners on the platform are vetted and verified before they accept bookings. Checks include identity, address, references, the right to work in New Zealand, and payment onboarding checks carried out through Stripe's verification process. We do not use verification badges on cleaner profiles.

Question 19

How do you vet your cleaners?

Accepted Answer

Every cleaner goes through our vetting process before they can accept bookings. This includes a New Zealand Ministry of Justice check, identity verification, training and quality assessment, and ongoing review monitoring. If a cleaner's average rating falls below our standard, we review their account and may remove them from the platform. Learn more on our How We Vet page.

Question 20

Can I set my own prices?

Accepted Answer

No. We use standardised pricing to keep the experience clear, consistent, and fair for clients. You will always know exactly what you will be paid for each job before you accept it.

Question 21

I want to join as a cleaner. Who do I contact?

Accepted Answer

Create your profile and apply on our Work With Us page. Once your application is approved, you can start accepting cleaning bookings through Chores Away.

Question 22

What happens if a client cancels my booking?

Accepted Answer

If a client cancels between 2 and 24 hours before your booking, the client is charged 50% of the service value shown in the app for that booking. You receive the applicable share of that service value. If the client cancels less than 2 hours before, the full service value shown in the app is charged and you receive the applicable share. Cancellations made more than 24 hours in advance are free for the client and no payment is made to you for that session.

Question 23

Can I set my own hours?

Accepted Answer

Yes. You set your availability in the app and only receive bookings that match. You are always in control of your schedule.

Question 24

How quickly can I start accepting bookings?

Accepted Answer

There is no fixed timeframe. Create your profile and apply, then complete your application for review. Once approved, you can start accepting cleaning bookings through Chores Away.

Question 25

Can I work in multiple suburbs?

Accepted Answer

Yes. You can set as many suburbs as you like in your service area.

Question 26

How will Chores Away help me find clients?

Accepted Answer

We handle the marketing, your listing, and all bookings. That means: your profile is visible to clients searching in your area, we bring new clients to the platform through ongoing marketing, and clients book you directly through our system. You focus on delivering great work. We handle getting you in front of clients.

Question 27

How do I apply to become a Chores Away cleaner?

Accepted Answer

Create your profile and apply on our Work With Us page. Complete your application and send it to our team for review. Once approved, you can start accepting cleaning bookings through Chores Away.

Question 28

How do I update my payment method in the app?

Accepted Answer

Open the app and go to the Menu, then Wallet, then Payment Methods. From there you can add, remove, or set a default card. All payment data is handled securely by Stripe.

Question 29

What does Chores Away charge cleaners?

Accepted Answer

Chores Away retains a platform commission from each completed booking to cover insurance, the technology platform, payment processing, and marketing. There are no hidden deductions or unexpected charges. The amount you will receive for each job is shown clearly before you accept it.

Question 30

How much does Essential Upkeep (regular clean) cost?

Accepted Answer

We offer two pricing options. Fixed-price (recommended): the price is calculated upfront based on your property, the rooms selected, and add-ons. You know the total before confirming, and Essential Upkeep runs until the agreed tasks are done. Hourly: Tailored Standard Care is charged per hour with a minimum of 1.5 hours (90 minutes). Tasks are prioritised by what the cleaner can complete within the time booked. We cannot guarantee all tasks will fit. Recurring bookings include a discounted rate per visit. See exact pricing on our service pages.

Question 31

What supplies do I need to provide?

Accepted Answer

You do not need to provide anything. Your cleaner brings the equipment and cleaning products needed for the service. If you prefer your own products to be used, leave them accessible and note this in your booking instructions.

Question 32

Can I call Chores Away directly?

Accepted Answer

We do not offer phone support as a primary channel. This helps us keep everything documented so we can resolve your issue efficiently. The best way to reach us is through our support page or the in-app chat. If you are not yet a client, use our contact form.

If your issue needs a phone conversation, open a support ticket and request a callback, and we will call you back.

Question 33

How long does a clean take?

Accepted Answer

It depends on your home size and the service type. As a guide, Essential Upkeep clean for a 2-bedroom home takes about 2 hours. Deep Detail and Easy Move take longer because they cover more detail. You will see an estimated duration when you book.

Question 34

What services does Chores Away offer?

Accepted Answer

We offer a range of services for residential and commercial clients.

Visit our services page for the full list, descriptions, and pricing for each service.

Question 35

How do I leave feedback after my clean?

Accepted Answer

After your service, you have 24 hours to rate and review your cleaner through the app or the email prompt we send. Your rating directly affects the cleaner's quality bonus. Honest feedback helps great cleaners earn more and keeps standards high for everyone.

We also appreciate Google and Trustpilot reviews. They help other clients in Auckland find trustworthy professionals.

Question 36

What happens after I place a booking?

Accepted Answer

Your booking is sent to the professional you selected. Most bookings are confirmed immediately based on the cleaner's schedule held on the platform. Some cleaners prefer to confirm each booking individually. When that is the case, they are notified and typically respond quickly. You receive a confirmation once the booking is accepted.

Question 37

Will I be charged a cancellation fee?

Accepted Answer

It depends on when you cancel:

More than 24 hours before your service: no charge.

Between 2 and 24 hours before: 50% of the service price applies as a cancellation fee.

Less than 2 hours before: the full service price is charged.

If you are cancelling because of a confirmed error on our part (such as a booking made for the wrong date, time, or address through a Platform fault), no charge applies.

Question 38

Are your cleaners insured?

Accepted Answer

Yes. Every Chores Away cleaner is covered by our Master Marketplace Insurance policy for every platform-booked job. Cover activates the moment they check in at your address.

The policy includes public liability cover for third-party injury or property damage, and separate cover for accidental damage to the surfaces or items being cleaned. Full details are in our Customer Terms of Service.

If something goes wrong, report it through the app within 24 hours and we handle the claim process on your behalf.

Question 39

How much can I earn as a Chores Away cleaner?

Accepted Answer

Your earnings depend on the bookings you complete, your location, and your quality ratings. We use a quality bonus structure where high-rated cleaners can earn more per job. Full details on rates, bonuses, and payment timing are provided in the Partner Guide and during onboarding.

Question 40

How is the price calculated?

Accepted Answer

For fixed-price bookings, your price factors in: service type, property size and characteristics, selected rooms, add-ons, and whether pets are present. All factored in before you confirm. For hourly, you pay by the hour with a 1.5-hour minimum. Recurring bookings cost less per visit than one-offs.

Question 41

Do I need to supply cleaning products or equipment?

Accepted Answer

No. Your cleaner brings the equipment and cleaning products needed for the service. If you prefer your own products to be used, leave them accessible and note this in your booking instructions.

Question 42

What is the difference between Essential Upkeep (regular cleaning) and Deep Detail (deep cleaning)?

Accepted Answer

Essential Upkeep maintains a clean home with vacuuming, mopping, bathroom sanitation, kitchen surfaces, and general tidying. Deep Detail goes further, tackling built-up grime, grout scrubbing, descaling fixtures, and hard-to-reach areas. Deep Detail takes longer and costs more because of the extra detail. You can see exactly what each includes on our service pages.

Question 43

Can you clean our office after hours?

Accepted Answer

Yes. Evening and weekend slots are available for offices that cannot have cleaners during business hours. Availability depends on which professionals are working in your area at those times. Enter your address and preferred time in the booking form to see open slots.

Question 44

How do I raise a complaint?

Accepted Answer

Raise it through the app from the completed booking in your Booking History. Include a description and photos of anything that was not right.

The sooner you tell us, the better we can help. The 24-hour window after your service is when we can act on it most effectively. For service quality or damage concerns, raise it the same day if you can.

We acknowledge every complaint within 2 business days and aim to have a resolution within 10 business days of receiving full details.

Question 45

How far in advance do I need to book?

Accepted Answer

You can book as little as 2 hours before your service, though last-minute bookings depend on professional availability and may not always be matched straight away. For the best chance of getting your preferred time and cleaner, book at least a day ahead. For Easy Move (end of tenancy) cleans tied to a move-out date, book as early as possible.

Question 46

Can I stop or cancel a recurring booking at any time?

Accepted Answer

Yes. No minimum sessions, no lock-in contract. Cancel at any time.

Give more than 24 hours notice before the next session: no charge.

Between 2 and 24 hours before: 50% of that session's price applies.

Less than 2 hours before: the full session price is charged.

Question 47

What does the insurance cover?

Accepted Answer

The insurance covers accidental damage or loss caused by the cleaner while they are actively working on your Chores Away booking. It applies anywhere in New Zealand, from the moment the cleaner checks in until they check out.

It does not cover pre-existing damage, intentional damage, gross negligence, or work arranged outside the platform. If something goes wrong, report it through the app within 24 hours with photos, and we will guide you through the claims process.

Question 48

Do I need to bring my own equipment?

Accepted Answer

Yes, you bring your full kit of professional equipment and cleaning products to each job. We provide a recommended equipment list during onboarding so you know exactly what you need.

Question 49

Are there any hidden fees?

Accepted Answer

No. The price shown at checkout is what you pay, GST-inclusive. Add-ons are itemised before you confirm.

Prices may differ for public holidays or after-hours bookings. If that applies to your booking, it is reflected in the price shown before you confirm. Nothing is added after. No surprises.

Question 50

What is included in Essential Upkeep (regular clean)?

Accepted Answer

Visit Essential Upkeep service page for the complete room-by-room task list.

Question 51

My cleaner did not meet my expectations. What should I do?

Accepted Answer

Raise it through the app within 24 hours, with photos of the areas you are not happy with. We take these seriously, respond quickly, and arrange a re-clean of the affected areas at no charge. If you would rather have a different cleaner going forward, update your bookings and select another available professional.

Question 52

How do I change the date or time of a booking?

Accepted Answer

Log in, go to Booking History, click Reschedule, and choose a new date and time. Your cleaner is notified and you receive an email confirmation.

Question 53

Is my credit card information safe?

Accepted Answer

Yes. All payments go through Stripe, one of the world's most trusted payment platforms. Your card details are held by Stripe, not on our servers, using bank-level encryption. We save your card through Stripe so you can be charged automatically after each service without re-entering your details.

Question 54

Do I need prior cleaning experience?

Accepted Answer

You need professional cleaning experience in New Zealand and must be able to complete the work independently. The screening checks this along with the other requirements.

Question 55

Do prices include GST?

Accepted Answer

Yes. All prices shown on our website and booking system include GST. What you see is what you pay.

Question 56

What is included in Deep Detail (deep clean)?

Accepted Answer

Visit Deep Detail service page for the complete task list and everything included beyond a standard clean.

Question 57

What if the cleaner left before finishing?

Accepted Answer

Report it through the app straight away. We can check the cleaner's log to verify start and end times. We will either arrange for them to return and complete the job or send a replacement. You will not be charged for work that was not done.

Question 58

What days and times can I book a service?

Accepted Answer

You can place a booking any time through the app or website. Available slots depend on when professionals in your area have set themselves as available. They manage their own working hours. When you book, you will only see genuine open slots.

Question 59

How do I change my booking details before the cleaner has accepted?

Accepted Answer

You can update booking details through the app right up to a couple of hours before the scheduled service. Because these services have a defined scope, late changes have less impact than with open-ended services. Keep in mind the professional may have made other commitments around that time. The cleaner is notified of any updates.

Question 60

Is my personal and payment information safe?

Accepted Answer

Yes. Your data is never sold to third parties for advertising, and we do not share it beyond what is needed to operate the platform.

We work with trusted, contracted providers, including Stripe for payments, Microsoft Azure for secure hosting, and Google for address services. Your payment card details are held directly by Stripe, never on our own servers, to the highest industry security standard. All data is encrypted in transit and at rest.

For full details on what we collect, who we share it with, and your rights under the Privacy Act 2020, read our Privacy Policy.

Question 61

Am I employed by Chores Away or self-employed?

Accepted Answer

Cleaners work as independent contractors. You manage your own availability and schedule, and handle your own tax. Chores Away takes care of client matching, payment processing, and platform support.

Question 62

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards. Payment is processed securely through Stripe. Your card is saved so you never need to re-enter it for future bookings. Cash and cheque are not accepted.

Question 63

I offer a service not listed. Can I suggest it?

Accepted Answer

Yes. Contact us with details of the service you offer and we will review it for inclusion on the platform.

Question 64

What is included in an Easy Move (end of tenancy) clean?

Accepted Answer

Visit Easy Move service page for the full end of tenancy checklist.

Frequently asked questions

Bookings

For Cleaners

Pricing

Products

Services

After Service

Cancellations

Cleaners

Commercial Cleaning

Frequently asked questions

Bookings

For Cleaners

Pricing

Products

Services

After Service

Cancellations

Cleaners

Commercial Cleaning

Frequently asked questions

Bookings

Do I need an account to use the app?

What if I need to reschedule?

What is the best way to get help with an active booking?

Can I book services for someone else using the app?

How do I book a clean?

What happens after I place a booking?

How far in advance do I need to book?

What days and times can I book a service?

Do I need to be home during the clean?

Can I leave my cleaner a key?

How do I prepare my home before the cleaner arrives?

Can I add special instructions for my cleaner?

Who can see my booking notes?

What is the difference between a one-off and a recurring booking?

What booking frequencies are available?

Can I book a specific cleaner every time?

How do I make a one-off booking with a previous cleaner?

Can my pets stay inside during the clean?

What areas of Auckland do you service?

Do you service my city outside Auckland?

I had trouble completing my online booking. What should I do?

How do I manage my account details (name, address, email)?

How do I add another address to my account?

What if the cleaner could not access my property through no fault of mine?

Can Chores Away change the price of my recurring booking without warning?

How do I know you service my region?

How do I know you service my suburb?

For Cleaners

Do I need my own equipment and supplies?

Do I have to work exclusively for Chores Away?

Can I set my own prices?

I want to join as a cleaner. Who do I contact?

What happens if a client cancels my booking?

Can I set my own hours?

How quickly can I start accepting bookings?

Can I work in multiple suburbs?

How will Chores Away help me find clients?

How do I apply to become a Chores Away cleaner?

How much can I earn as a Chores Away cleaner?

Do I need to bring my own equipment?

Do I need prior cleaning experience?

Am I employed by Chores Away or self-employed?

How and when do I get paid?

Is there a minimum number of hours I need to work?

What if a client cancels?

What does Chores Away charge?

Do I have to accept every booking that comes in?

What happens if I arrive for a job but cannot get into the property?

Do I need to send Chores Away invoices for my earnings?

Do I need my own public liability insurance to work on Chores Away?

I have a past conviction. Can I still apply to join Chores Away?

What if I am late to a job due to traffic or an emergency?

Can I keep working for other clients or platforms while on Chores Away?

Pricing

Is there a fee to join or apply?

Will I get the same pricing as the website?

Is the app free to download?

How do I update my payment method in the app?

What does Chores Away charge cleaners?

How much does Essential Upkeep (regular clean) cost?

How is the price calculated?

Are there any hidden fees?

Do prices include GST?

What payment methods do you accept?

Why do you need my card details, and when am I charged?

What do I do if I was charged the wrong amount?

Where do I find my receipt?

Is there a fee just for using Chores Away?

Do you charge for travel?

What is the minimum booking length?

How is Deep Detail (deep cleaning) priced?

What promotions, discounts, and vouchers are available?

Why should I choose Chores Away over a cheaper option?

How is pricing calculated for hybrid cleaning?

Should I choose this instead of Deep Detail?

Should I choose fixed-price or hourly cleaning?

Products

What platforms is the Chores Away app available on?