FAQs

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 and what to expect.
If there’s something more you need to know, we welcome curly questions and general chit-chat – just reach out.

Pricing

How much will my service cost?

Your service is a flat hourly rate of $45 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 booking time of 4 hours. This is a set rate for all tasks – there are no extra costs for things that need more elbow grease (like the top of the fridge, skirting boards or windows). So even if you do need more time one week, you know exactly how much it will cost! This means you only ever 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 (minimum callout $180 for up to 4 hours).

As the priorities of every home are different, communication with your Home Assistant is the key to getting the most out of your service!

Kindly note, we also have a membership ($240) payable to Family Clean at the time of booking (more on this below).

Is the membership and service fee the same thing?

These are separate – here’s how it works…

Membership ($240):

Membership is paid at the time of booking your service with Family Clean and is separate from your regular service cost.

Highly selective. Uncompromising.

We don’t take risks with our own family, just like we won’t with yours. Our Home Assistants are fully screened and insured to ensure a squeaky-clean track record.

Free Replacements

We’re here for the long-haul. To ensure our service is soooo consistently good, this membership provides you with free replacement support for up to 12 months. Making transitions effortless and solving the revolving door by keeping you with a Home Assistant when life moves them on to a new chapter.

Keeper Guarantee

Let’s be honest, things can go wrong sometimes (yep, we’re all human!). Our promise to you? We’ll move mountains to find your keeper, but we’ve got your back if life hands you a human moment. So in the slight chance that we don’t find your keeper, simply tell us why and we’ll replace them with a better fit and your next service on us!

Your clean, your way

Living with kid mess? Pantry chaos? Or bathroom build-up? We get it – every home is different, and every week is different. By giving you the power to mix things up as you need, this service responds to the demands of real life. It’s allllll the help you need in one fully inclusive service.

The Nitty Gritty:

Membership is not a deposit for your first service – your service cost is paid directly to your Home Assistant on your service days.
If we can’t find a suitable Home Assistant within our 2-week matching period, we will reach out to let you know and will happily provide you with a membership 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 membership but for your peace of mind, we are always on hand to help if you have any questions.
Membership gives you a minimum of 12 months replacement support (this is not a rolling membership). Membership payment will only apply again should you need a replacement after 12 months.

Service fee: Your service is charged at a flat hourly rate of $45 per hour, per Home Assistant (minimum callout of $180 for up to 4 hours). This is paid directly to your Home Assistant on your service days.

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 cleaner. If you do pay by bank transfer, just send the payment receipt or screenshot to them and on request, they will happily supply you with a tax receipt. Please remember that your Home Assistant/s are small, independent operators who rely on this income for their everyday expenses, so one missed or delayed payment does make a big difference to them! Kindly note: your Home Assistant’s minimum call-out is $180 for up to 4 hours.

How it works

What makes you different to other cleaners and housekeepers?

We’re the good kind of different – and we do more than house cleaning! Our team of Mother Ducks hand-match you with a Home Assistant, who is empowered with all the tips and tricks we’ve learned over the years. Our Keeper Guarantee also means you can try us risk-free – if you’re not 100% happy with your Home Assistant, 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 the amount of time based on your budget. If you’re not sure how much can be done in the time you’ve booked, don’t worry. Your Home Assistant will be really clear about what is possible as you discuss your priorities together (you can always add more time if you wish or trim down your priorities and rotate different tasks across services). Kindly note, there is a minimum booking time of 4 hours.

What happens after I book online?

First things first, we start looking for a Home Assistant to match you with (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 receive a booking confirmation via email and text with your cleaner’s profile and contact details (this lets you know who’s coming to your home and gives you some handy icebreakers). Your Home Assistant will then get in touch directly to arrange a day and time for your service that suits you both.

How soon can my Home Assistant start?

After we receive your booking request and membership payment, our team starts looking for your match straight away. This process is a true labour of love that may take up to 2 weeks 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 membership or you can choose to wait while we continue our search for you.

Our Home Assistants 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. Then if their schedule changes over time, they may be able to work you 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 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 on their first visit, in order to discuss your expectations and agree on the required time/costs. If you take a new Home Assistant 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 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 is why it’s important to meet your Home Assistant 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 Home Assistant can tailor your service and become the expert of your home. Send this feedback straight to your Home Assistant, or pass it along to our Mother Ducks who check in with you after your first service.

Do I need to supply anything?

For hygiene reasons in order to keep things clean (pardon the pun) – your Home Assistant will ask to use your vacuum, mop/bucket and your preferred eco-friendly cleaning products that will 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 your Home Assistant 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 so this needs to be kept in mind.

Will I get a different Home Assistant every time?

No – we are here to close the ‘revolving door’ of cleaners! Once you are matched with your Home Assistant or a two-person team of Home Assistants, they will service your home on an ongoing basis. Because we specialise in keeping you with a cleaner, we aim to match you with a Home Assistant who will be with you for a while. If your Home Assistant has a change of circumstances within this period, we will replace them for free within your membership period.

What happens if my Home Assistant is sick or leaves?

We’ve got you! If your Home Assistant needs time off, we can arrange for cover to step in while they’re gone and prioritise your replacement as an existing customer.

If your Home Assistant does move on to a new chapter in life, we’re here to make it easy and take care of a new replacement for you (once again, you are hand-matched). If there are availability constraints, we will keep you informed about how long it will take to find you a replacement.

What is your cancellation policy?

Your Home Assistant/s are small independent operators who rely on your service to make a living. Your Home Assistant won’t enforce any cancellation fees, so we do ask that you consider their loss of income if you cancel without leaving us enough time to help them fill their schedule. We also understand that your circumstances may change, so wherever possible please provide 48 hours’ notice to cancel a regular booking.

Service

What’s included in my service?

It’s up to you! With us, there’s not a generic checklist of inclusions (here’s why). 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 to have a consistent set of tasks completed, then their Home Assistant does deeper cleaning jobs as they’re needed (think oven, tidying the linen cupboard and dusting the fans – meaning you never need to spring clean again!). While others like to mix it up from week to week according to what is happening in their home (think 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! Our Home Assistants often have their own fur-families, so they’re very used to tackling furballs and random stains, and they love working with any eco products you have that are better for your pet’s health. Annnd, if you want the dog’s water bowl filled or your fur-baby taken for a walk as part of your service, just let your crew know and they’ll be happy to oblige. We ask about pets in your booking, so we know to match you with a pet-loving Home Assistant.

Do you provide once-off services or bond cleans?

No. We do one thing and we do it really well: matching you with a Home Assistant for regular home help. Our Home Assistants thrive because they build great relationships with our clients, which makes everyone happier. And because our service is fully inclusive, you can have deep-cleaning tasks included in your regular service, which means we don’t need to offer a service like spring cleaning (so simple)!

What is the Keeper Guarantee?

Human connection is at the crux of everything we do, so we want to get your match right! Our Keeper Guarantee means that if you’re not completely happy with your Home Assistant, simply tell us why and we will give you a service ‘on the house’ with a replacement Home Assistant. We genuinely care about your experience (we rely on our reputation to continue supporting Home Assistants), so when things may go wrong, we make every effort to turn it around.

How can I provide feedback?

We’re real people, who really care. Our Home Assistants are eager to provide you with a personalised service, and your feedback allows them to improve and grow into your home. We have a real person behind our requests for feedback (yes, we want to make sure you’re happy!). 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 our Home Assistants 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 our Home Assistants along the way. We’re with you for the long haul and welcome feedback at any time – you can email [email protected].

Home Assistants

What is the difference between a cleaner and a Home Assistant?

We call our cleaners Home Assistants to acknowledge they are far more than cleaners! Identifying people with a natural energy to serve, unique superpowers and life experience, enables us to support you with a service that can flex with the demands of everyday home life (think, raking the leaves outside, prepping the kids’ lunches or unpacking your grocery delivery).

Of course, cleaning is still the heart of what we do – BUT if there is something more you want done, you do not need to limit your service to floors, bathrooms and dusting. 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!

How do you decide who to match me with?

This is a science! First we look at what’s on your wish list and then we narrow down the suitable Home Assistants based on your requests. For example, if you need regular help with dog walking, we’ll be sure to match you with a Home Assistant who we know loves pets! It’s a personal touch that makes the world of difference!

How can I be sure my Home Assistant 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 – all of our Home Assistants are personally interviewed and recruited based on their service energy and life experience. Because we’ve been at this since 1994, we know how to find truly good people. In fact, for every person we recruit, 99 others have been screened out!

Can I ask for a different Home Assistant?

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 is not the right fit for your home. 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 have insurance?

Of course – for your peace of mind, your 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.