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What you can expect from every booking, at home or at work, and exactly what we do if something goes wrong.
What we promise
Each promise points to the part of our Customer Terms that backs it, so you know exactly where you stand.
The price you see before you book is the price you pay, GST included. It only changes if you change the job, like adding rooms or extras, and we show you the new price first. On a regular plan, we give you at least 14 days' notice of any price change.
Cancel or reschedule for free more than 24 hours before your clean. Between 2 and 24 hours before, a 50% fee applies. Less than 2 hours before, or if your cleaner can't get in, the full price applies.
There is nothing to pay when you book. About 48 hours before your clean, we place a hold for the job price on your card. It may show as pending, but no money is taken. We only charge it once your cleaner checks out.
Raise it in the app or chat within 24 hours of the clean, with photos if you can. We'll send someone back to re-clean the areas that fell short, free. The re-clean covers what you booked.
We tell you as soon as we know and give you the choice: another available vetted cleaner at the same time, a new time with your own cleaner, or cancel. Any hold on your card is released and you are not charged.
Every cleaner passes a Ministry of Justice criminal record check, photo ID and work rights checks and an interview, and is trained on our standards before their first booking. We review feedback after every clean.
How we vet →
Every booking is insured from the moment your cleaner checks in until they check out, in homes and workplaces alike. That includes public liability cover of up to $10 million and cover for accidental damage to the surfaces being cleaned. Tell us within 24 hours with photos and we handle the claim with the insurer for you.
These promises sit alongside your rights under the Consumer Guarantees Act and the Fair Trading Act. They never replace them.
Read the Customer Terms →Chat with us or send us a message. A real person reads every one.
