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 just makes it faster.

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 app is available on iOS (iPhone and iPad, iOS 14+) via the App Store, and Android devices (Android 8.0+) via Google Play.

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. Anything outside the agreed scope is a separate conversation, but we are always happy to talk it through.

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, 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 background-checked?

Accepted Answer

All professionals on the platform are vetted before their first booking. Once a cleaner has completed our full vetting process, a verified badge appears on their profile. You can see this badge before confirming your booking.

Question 18

Can I see a cleaner's verification status?

Accepted Answer

Yes. Every cleaner profile displays verification badges once key checks (ID and background) are completed, so you can see their status before booking.

Question 19

How do you vet your cleaners?

Accepted Answer

Every cleaner goes through our 4-step vetting process before they can accept bookings.

Police background check. A full New Zealand Ministry of Justice police check.

Identity verification. Government-issued photo ID is checked and confirmed.

Training and quality assessment. A structured training programme to confirm the cleaner meets our quality and service standards before their first booking.

Ongoing review monitoring. Customer ratings after every job. 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

Head to our Work With Us page to register your interest and submit an application. Our team reviews every application and follows up within 48 hours.

Question 22

What happens if a client cancels my booking?

Accepted Answer

If a client cancels between 2 and 24 hours before your booking, they are charged 50% of the service price. That amount comes to you. If they cancel less than 2 hours before, they are charged the full amount, which you receive in full.

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

Once you pass vetting, you can start accepting bookings straight 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

Fill out the application form on our Work With Us page. We will review your details and get in touch within a few business days. The process includes identity verification, reference checks, a police background check, and an interview.

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 The 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 The Essential Upkeep runs until the agreed tasks are done.

Hourly: you pay 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

Do you use eco-friendly cleaning products?

Accepted Answer

Yes. During booking you can choose eco-friendly products. Your cleaner brings everything based on your selection. Eco-friendly products are available at a small additional cost, shown when you book.

Question 32

What supplies do I need to provide?

Accepted Answer

You do not need to provide anything. During booking, you can choose between our standard professional products or eco-friendly cleaning products. Your cleaner brings everything needed based on your selection. Eco-friendly products are available at a small additional cost, shown during booking.

If you prefer us to use your own products, leave them accessible and note it in your booking instructions. Either approach is fine.

Question 33

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 34

How long does a clean take?

Accepted Answer

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

Question 35

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 36

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 37

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 38

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 39

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 40

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 earn more per job. We trim our own margin to make sure consistently strong work is genuinely rewarded.

Pay for Chores Away cleaners is notably better than you would earn as an employed cleaner at most cleaning companies. When you submit an expression of interest through our Work With Us page, we send you full details on rates, bonuses, and how payments work.

Question 41

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 42

Do I need to supply cleaning products or equipment?

Accepted Answer

No. Your cleaner brings all the equipment and products needed. During booking you choose between standard professional products or eco-friendly products. If you prefer us to use your own products instead, leave them accessible and note it in your booking instructions.

Question 43

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

Accepted Answer

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

Question 44

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 45

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 46

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 The Easy Move (end of tenancy) cleans tied to a move-out date, book as early as possible.

Question 47

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 48

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 49

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 50

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 51

Are your products safe for pets?

Accepted Answer

Yes. Both our standard and eco-friendly product ranges are safe for homes with pets when used as directed. If you have specific concerns, note them in your booking and choose eco-friendly products for extra peace of mind.

Question 52

What is included in a The Essential Upkeep (regular clean)?

Accepted Answer

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

Question 53

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 preference in your account.

Question 54

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 55

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 56

Do I need prior cleaning experience?

Accepted Answer

Yes. A minimum of one year of professional cleaning experience is required. If you do not yet have that individually, you can still apply as part of a team that includes experienced professionals. We provide training guidance and quality standards for all new cleaners joining the platform.

Question 57

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 58

Are your products safe for children?

Accepted Answer

Yes. Our product ranges are safe for homes with children when used as directed. Surfaces are left residue-free and safe after cleaning. Choose eco-friendly products during booking for extra reassurance.

Question 59

What is included in a The Deep Refresh (deep clean)?

Accepted Answer

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

Question 60

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 61

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 62

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 63

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 64

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.

Frequently asked questions

Bookings

For Cleaners

Pricing

Products

Services

After Service

Cancellations

Cleaners

Office Cleaning

Frequently asked questions

Bookings

For Cleaners

Pricing

Products

Services

After Service

Cancellations

Cleaners

Office 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?

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?

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 The 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 The Deep Refresh (deep cleaning) priced?

What promotions, discounts, and vouchers are available?

Why should I choose Chores Away over a cheaper option?

Should I choose fixed-price or hourly cleaning?

Products

What platforms is the Chores Away app available on?

Do you use eco-friendly cleaning products?

Do I need to supply cleaning products or equipment?

Are your products safe for pets?

Are your products safe for children?

Services

How quickly will you respond to my message?