Your questions answered
We want you to be confident that we’re the right fit for you, so there are lots of juicy details below on how to book a Home Assistant or Barefoot Basics Cleaner and what to expect.
If there’s something more you need to know, we welcome curly questions and general chit-chat – just reach out.
How much will my Home Assistant service cost?
Your regular Home Assistant service is a flat hourly rate of $60 per hour, per Home Assistant (paid directly to your Home Assistant on your service days).
You choose how much time you would like to book, with a minimum callout of $120 (up to 2 hours).
This is a set rate for all tasks – there are no extra costs for things that need more elbow grease (like to top of the fridge, skirting boards or organising your linen cupboard). So even if you do need more time one week, you know exactly how much it will cost! This means you only get good surprises (like a tidy Tupperware drawer!).
When booking, we suggest selecting the amount of time based on your budget – your Home Assistant will then confirm what can be achieved within the time allowed.
As the priorities of every home are different, communication with your Home Assistant is the secret sauce for a great service experience on both sides.
Just need the basics? Take a look at our Barefoot Basics service.
Kindly note: we also have a Matching Fee payable to Family Clean at the time of booking (see Matching Fee FAQ).
How much will my Barefoot Basics service cost?
Barefoot Basics is a flat rate of $50 per hour, per cleaner (paid directly to your cleaner on service days).
You choose how much time you’d like to book, with a minimum booking of 2 hours ($100).
There’s also a one-time $49 matching fee to pair you with the right person – and covers you for up to 6 months of replacements if needed.
Barefoot Basics takes care of the big hitters that make your whole home feel cleaner and everything else easily managed.
- ❌ No kitchens
- ❌ No dusting
- ❌ No laundry, dishes, or tidying
- ❌ No extras
Want help with kitchens, dusting, laundry, tidying or high-flex for help with all things home life? Take a look at our Home Assistant service.
Is the Matching Fee and Service Fee the same thing?
These are separate – here’s how it works…
Matching Fee:
Your Matching Fee is paid at the time of booking your service with Family Clean and is separate from your regular service cost. It is not a deposit for your first service. Your service cost is paid directly to your Home Assistant/Cleaner on your service days.
The Matching Fee gets you access to the most selective home life matchmaking service in Australia. Every month from 4,000 applicants, we welcome only 40 new Home Assistants. Picky? Very. But that’s what the Matching Fee is for. We kiss all the frogs so you don’t have to.
The Nitty Gritty:
- The Matching Fee is not a deposit for your first service. It is paid at the time of booking your service with Family Clean and is separate from your service cost. Your service cost is paid directly to your Home Assistant/Cleaner on your service day/s.
- If we can’t find a suitable Home Assistant/Cleaner within our 1-week matching period, we will reach out to let you know and will happily provide you with a Matching Fee refund. Or, you can opt to wait as we continue our search.
- Once you have been matched from your initial booking, we are unable to offer a refund on your Matching Fee, but for your peace of mind, we are always on hand to help if you have any questions.
- Your Matching Fee for a regular service booking gives you up to 6 months of replacement support. A Matching Fee will only apply again should you need a replacement after 6 months.
Service Fee: Your service is charged at a flat hourly rate per hour per Home Assistant/Cleaner. This is paid directly to your Home Assistant/Cleaner on your service days.
Hit the handy ‘Match Me Now‘ button for Matching Fee and service pricing details.
How do I pay? And can I get a receipt?
We have a simple ‘pay-on-the-day’ policy for your service cost. Your payment options are cash or bank transfer paid directly to your Home Assistant/Cleaner. If you do pay by bank transfer, simply send the payment receipt or screenshot to your service provider and on request, they will happily supply you with a tax receipt.
Kindly remember: Your Home Assistant/Cleaner is a small independent operator who relies on this income for their everyday expenses. One missed or delayed payment does make a big difference to them.
What makes you different to other cleaners and housekeepers?
Back in ’94, we started playing matchmaker – finding people who needed a hand with home life and people born to lend one. Simple as that. Just a lot pickier about it these days.
Every month we meet around 4,000 people who want to join our crew. We welcome about 40. Whether they’re a Barefoot Basics Cleaner tackling your floors and bathrooms, or a Home Assistant who remembers exactly how you take your tea and knows that sometimes the best help is pretending not to help at all – that’s worth kissing a few frogs for.
Our Match Guarantee also means you can try us risk-free – if you’re not 100% happy with your match after they’ve had a chance to get to know the groove of your home, simply tell us why and we’ll organise a free replacement and provide your next service on the house!
How much time should I book for?
We suggest booking based on your budget and the size of your home.
Not sure how much can be done in the time you’ve booked? Don’t worry! Whether you’re booking a Barefoot Basics Cleaner or a Home Assistant, they’ll be upfront about what’s achievable and discuss your priorities together.
For Barefoot Basics, there’s a handy sizing guide on the booking form to help you work out how much time you’ll need for your floors and bathrooms.
For Home Assistant services, time will depend on how many tasks you’d like covered – from floors to folding, meal prep to dog walking. You can always add more time if you wish, or trim down your priorities and rotate different tasks across services.
Kindly note, there are minimum booking times for each service. Pop over to the ‘Match Me Now‘ button for pricing and service options.
What happens after I book online?
First things first, we start looking for the right match for you (this is the fun part!). During periods of high demand, this may take up to 2 weeks, but we keep you updated along the way.
Once we’ve played cupid, you’ll receive a booking confirmation via email and text with your match’s profile and contact details – so you know exactly who’s coming to your home and have some handy icebreakers up your sleeve.
Your Home Assistant or Barefoot Basics Cleaner will then get in touch directly to arrange a day and time that suits you both, and chat through the details – whether that’s which bathrooms to prioritise, or how you like your cushions arranged.
How soon can my Home Assistant or Cleaner start?
After we receive your booking request our team starts looking for your match straight away. This may take up to 1 week as we confirm availability with the person who is the right fit for your home (there are no rushed Tinder-style swipes happening around here!). If we don’t find someone in that time, we will offer a refund of your Matching Fee or you can choose to wait while we continue our search for you.
Your Home Assistant/Cleaner will make every effort to accommodate your preferred service day and time. However, as they are in high demand you may need to be flexible with your service days so that you can start your service sooner. If their schedule changes over time, they may be able to work into your preferred day as things progress.
A little tip-a-roo: Organise the walk-through on a separate day to your first service if you can’t line up the same day for both.
Do I need to meet my Home Assistant/Cleaner in person?
Yes – and we’re sure you want to meet them too! To get the most out of your service, we ask that you’re available to meet with your Home Assistant or Cleaner on their first visit, in order to discuss your expectations and agree on the required time/costs. If you take a new Home Assistant or Cleaner onboard at a later date, you’ll also need to meet them in person on their first visit. Communication at your walk-through is vital to ensure that you’re both clear on your priorities and what is achievable within the time allowed.
What should I expect at my first service?
Every home is different – so whether you like hospital corners or you’re more ‘loose-n-free’ we want to know! Your Home Assistant or Cleaner will make every effort to get to know the quirks of your home but bear in mind this may take a couple of services. That’s why it’s important to meet them at your first service and explain your priorities and how you like things done.
We don’t end the ‘getting to know you’ stage there – the more feedback you can give, the more your match can tailor your service and become the expert of your home. Send this feedback straight to your Home Assistant or Cleaner, or pass it along to our ‘Mother Ducks’ who check in with you after your first service and throughout your journey.
Do I need to supply anything?
For hygiene reasons in order to keep things clean (pardon the pun) – your Home Assistant/Cleaner will ask to use your vacuum/mop/bucket and your preferred eco-friendly cleaning products that may be required to complete the tasks you have in mind for your service (safe for their health, yours and the environment). Think cloths, brushes, multi-purpose, glass cleaner, floor cleaner etc. This also allows them to use what is suitable for any unique surfaces or preferences you have for your home.
*Kindly note: If your equipment isn’t in great working order (AKA your vacuum is on its last legs, or your stick vacuum only has the energy for a quick 10 minute clean), it may affect the outcome of your service.
✨ Handy Equipment List for Barefoot Basics here.
✨ Handy Equipment List for Home Assistants here.
Will I get a different Home Assistant/Cleaner every time?
Once you are matched with your Home Assistant or Cleaner, they will service your home on an ongoing basis. If they have a change of circumstances during your 6-month matching period for a regular service, we will replace them for free.
What happens if my Home Assistant/Cleaner is sick or leaves?
We’ve got you! If your Home Assistant or Cleaner needs time off, we can arrange for cover to step in while they’re gone and prioritise your replacement as an existing regular client.
What is the cancellation policy?
Kindly note, your Home Assistant/Cleaner is a small independent operator who relies on your service to make a living. They may communicate their own cancellation fee at their own discretion as a consideration of their loss of income if you cancel without leaving enough time to help them fill their schedule. They also understand your circumstances may change, so wherever possible, please provide 48 hours’ notice to cancel a regular booking.
What’s included in my service?
It depends on which service you choose!
For Barefoot Basics, it’s simple – floors and bathrooms, and that’s it. No kitchens, no dusting, no extras. Just the big hitters, done well. Book the time that suits your home size and budget and your Barefoot Basics Cleaner will get to work on what matters most underfoot.
For Home Assistant services, there’s no generic checklist of inclusions. Simply book the amount of time that suits your budget and set the priorities. These can be the same at each service, or you can mix things up as you need.
Some clients choose a consistent set of tasks, then their Home Assistant tackles deeper jobs as needed – think oven cleaning, tidying the linen cupboard, dusting the fans – meaning you never need to spring clean again. Others like to mix it up week to week according to what’s happening at home – prepping the guest room for in-laws, cleaning out the toy cupboard, a quick grocery run to top up the essentials.
This arrangement gives you the ultimate flexibility at the same flat hourly rate!
Is your service pet-friendly?
Absolutely! Your Home Assistant/Cleaner often have their own fur-families, so they’re very used to tackling fur balls and random stains, and they love working with any eco products you have that are better for your pet’s health. We ask about pets in your booking, so we know to match you with a pet-loving Home Assistant/Cleaner.
Annnd, if you’ve booked a Home Assistant and you want your dog’s water bowl filled or your fur-baby taken for a walk as part of your service, just let them know and they’ll be happy to oblige.
Do you provide bond cleans?
No. We do one thing and we do it really well: matching you with a Home Assistant or Cleaner for regular home help. Our Home Assistants and Cleaners thrive because they build great relationships with our clients, which makes everyone happier.
What is the Match Guarantee?
Our Match Guarantee means that if you’re not completely happy with your match after they’ve had a chance to get to learn the unique rhythm of your home, simply tell us why and we’ll help match you with a better fit and your next service on us. We genuinely care about your experience (we rely on our reputation to continue supporting Home Assistants and Cleaners), so when things may go wrong, we make every effort to turn it around.
How can I provide feedback?
We have a real person behind our requests for feedback (yes, we want to make sure you’re happy!). Your Home Assistant/Cleaner is eager to provide you with a personalised service, and your feedback allows them to improve and grow into your home. Our client experience team (affectionately called the Mother Ducks), will check in with you to request feedback shortly after your first service to see how everything went.
We use this feedback to identify any areas where we can further support your match to provide a great service and, of course, we love to hear about the difference their service is making to your life so we can celebrate their hard work. We then follow up regularly to support and nurture you and your match along the way. We’re with you for the long haul and welcome feedback at any time – you can email [email protected].
What is the difference between a Barefoots Basics Cleaner and a Home Assistant?
Great Question!
Barefoot Basics Cleaners focus on floors and bathrooms only. It’s a streamlined service for those who just want the big hitters done well, without the extras.
Home Assistants are far more than cleaners. We identify people with a natural energy to serve, unique superpowers and life experience, enabling us to support you with a service that can flex with the demands of everyday home life – think laundry, unpacking your grocery delivery or taking the dog for a spin around the block.
Every Home Assistant has their own special interests and skills (there are foodies, mums and avid gardeners, just to name a few), so simply ask what else they can offer, and they’ll be happy to help!
Not sure which one’s right for you? If you just want the heavy lifting, aka your floors sparkling and bathrooms gleaming, Barefoot Basics has you covered. If you want a helping hand across all things home life, a Home Assistant is your match.
How do you decide who to match me with?
This is a science! First we look at what’s on your wish list if you’re booking a Home Assistant or who might be the best to tackle your homes floors and bathrooms if you’re booking a Barefoot Basics service. We then narrow down a suitable match based on your requirements. It’s a personal touch that makes the world of difference.
How can I be sure my Home Assistant/Cleaner has a squeaky-clean track record?
We’re stringent in making sure all due diligence is done. Police checks, public liability insurance and references are all checked (and then double checked) for your peace of mind. We don’t stop there either – your cleaner has been personally interviewed and recruited based on their reliability and experience. Because we’ve been at this since 1994, we know how to find truly good people to be the extra pair of hands at home that you need.
Can I ask for a different Home Assistant/Cleaner?
We never want to match you with someone you don’t feel is the right fit for your home. In the chance we may get it wrong, we would love to hear your feedback on why you think your Home Assistant or Cleaner is not the right fit. If the problem can’t be fixed through communication and feedback, we of course will look for a replacement to find your person!
Does my Home Assistant/Cleaner have insurance?
Of course – for your peace of mind, your Home Assistant/Cleaner has public liability insurance. Please note that public liability insurance excludes cover for the actual cleaner themselves, so it’s important that you consider your own household worker insurance. Feel free to check out WorkCover Queensland for more information.
Hmm, my question hasn’t been answered…
To get a quick reply, call or email us – we’re here to chat from Monday to Friday, 9am to 5pm (except public holidays).