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.
How much will my REGULAR service cost?
Your regular 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 key for a great service experience on both sides.
How much will a ONCE-OFF service cost?
A once-off service is a flat hourly rate of $70 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 $140 (up to 2 hours).
This is a casual once-off Home Assistant service for help with things like basic cleaning and housekeeping, laundry, organisation, basic meal-prep or watering the plants. This is not a Bond Cleaning service.
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/s. If you do pay by bank transfer, simply send the payment receipt or screenshot to your Home Assistant/s and on request, they will happily supply you with a tax receipt.
Kindly remember: 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.
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 be Home Assistants. We welcome about 40. They might be the one who remembers exactly how you take your tea, challenges you to Scrabble, or knows that sometimes the best help is pretending not to help at all. That’s worth kissing a few frogs for.
Our Match Guarantee for regular services also means you can try us risk-free – if you’re not 100% happy with your Home Assistant 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 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 callout value for regular and once-off services. 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 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 Home Assistant’s profile and contact details (this lets you know who is 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 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 let you know to see if you would like us to continue our search for you.
Our Home Assistants will make every effort to accommodate your preferred service day and time. However, as they are high in 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 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’s 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 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 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 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 it’s last legs, or your stick vacuum only has the energy for a quick 10 minute clean), it may affect the outcome of your service.
Will I get a different Home Assistant every time?
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. If your Home Assistant has a change of circumstances along the way, we will reach out to organise a great new replacement match.
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 regular client.
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.
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 for a regular service, or you can mix things up as you need. For a regular service, 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).
For once-off services, simply prioritise your top few tasks and your wish-list tasks and your Home Assistant will be able to confirm what is achievable within the time allowed.
This arrangement gives you the ultimate flexibility at the same flat hourly rate!
Is your service pet-friendly?
Absolutely! Your Home Assistant/s 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. 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 bond cleans?
No. We do one thing and we do it really well: matching you with a Home Assistant for regular or casual home help which is more than just cleaning. Our Home Assistants thrive because they build great relationships with our clients, which makes everyone happier.
What is the Match Guarantee for Regular Services?
Our Match Guarantee for regular services, means that if you’re not completely happy with your Home Assistant 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), 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/s are 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 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].
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.
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).
