Most Frequently Asked Questions
Listed below are some of the frequently asked questions that we have received from our clients and customers regarding our company, Premium Clean, our services, and booking procedures.
To make it easier for you, we have included explanation videos and articles.
About Premium Clean
Premium Clean is a professional cleaning and property services company operating across New Zealand and Australia. We provide residential cleaning, commercial cleaning, carpet cleaning, upholstery cleaning, lawn and garden maintenance, exterior cleaning, floor cleaning, office cleaning and integrated property care services.
Our services are delivered through a structured, system-led operating model focused on consistency, compliance, operational oversight, and measurable service quality.
Premium Clean supports:
- Homeowners and residential clients
- Offices and commercial facilities
- Healthcare and childcare environments
- Retail and hospitality sites
- Multi-site property portfolios
Our operating philosophy is built around:
- Clean Spaces
- Structured Systems
- Accountable People
This approach allows Premium Clean to deliver scalable and consistent cleaning and property services across both residential and commercial environments
Premium Clean is a top-rated domestic and commercial cleaning service. We deliver services nationwide. We have amazing customer reviews and unparalleled customer support. We are completely tech-enabled, with an app that lets you book online in 60 seconds and track your cleaner.
Aside from that, our cleaners undergo a rigorous vetting process before we bring them on.
Finally, we value our customers and believe in providing you with better results from our service and helping make your life easier and “giving back your time.”
We value the money you invest in our cleaning services; with that, we invite you to meet our cleaners so you can set expectations for them.
More Time for you: Through our online booking system, you can schedule your weekly, bi-weekly, and monthly cleaning schedules at once and forget about chores. Spend time focusing on your loved ones and on yourself while our cleaners give your place the sparkle it deserves.
Online Convenience: You only need less than 60 seconds to book an online appointment either through our official website or the Premium Cleaning App. We streamlined the booking process into 3 simple steps:
- Select a service that matches your needs
- Choose your preferred date and time
- Update your special instructions, then make your appointment
5 Star Customer Service: We strive to resolve any issues on the same day. Our customer service team is available 24/7 to answer your questions. You can contact us through our multiple channels, including call, email, and webchat.
Highly rated Cleaners: Part of our corporate responsibility is to compensate our cleaners fairly. Given our rigorous vetting process, we only employ passionate and experienced cleaners. With that, we give them the pay they deserve.
Fair Fixed Price: We believe in honesty and transparency. Our flat-rate prices are published on the website to provide value for money, with a fixed price based on the service and no hidden costs.
Tailored Cleaning Services: Our years of industry experience have enabled us to understand the market and its ever-changing cleaning needs. From standard regular cleaning and end-of-tenancy cleaning to deep cleaning, we continually study cleaning techniques to innovate our services, improve our checklist, and introduce new service packages.
We also cater to your personal requirements, which is why we enable you to optimise your cleaning service by creating your own checklist.
100% Satisfaction Guarantee: One thing is for sure, you’re going to be impressed with the work of our cleaners. Rest assured, the cleaners will tackle every nook and cranny in your home to ensure you receive quality service.
If you are not satisfied with our service, we wish to hear your concerns. Tell us in the automated review system, and we will send a new cleaner within 48 hours. Part of our promise of 100% guaranteed satisfaction is to free you from additional charges.
At Premium Clean, we value transparency and honesty. Our company believes in a simplified booking process that provides all the necessary details and fees.
We delivered on that promise. We completely get that it’s beyond frustrating when things don’t go smoothly. With that, we aim to answer quickly and deliver what we have promised you.
Constantly improving, no one is perfect and will inevitably make a mistake at some point. Our philosophy makes us see every issue as a learning opportunity, and the result is to provide more amazing service for you! Our goal is to constantly grow and improve to make your premium service possible.
Finally, we aim to save you a bunch of time so you can do the things you love. We take responsibility for providing you with reliable & consistent cleaning services. And yes, we own this.
About our Cleaners
To guarantee you that our cleaners are prepared and well-versed prior to accepting jobs through our premium cleaning app, we arrange a 2-day workshop for them.
Attendance at the workshop is compulsory for our cleaners. We do this to enhance their skills and increase their knowledge. Aside from that, we want to give you the peace of mind that our cleaners are competent, knowledgeable, and equipped with the right tools to provide a premium cleaning experience to you.
We are one of the most competitive cleaning companies in your local area. We have the right resources to schedule professional cleaners within 60 seconds by using our Premium Cleaning application.
Busy parents and pet lovers choose to invest in our expert domestic cleaning services through our platform. Our cleaners ensure your home environment is safe by using eco-friendly chemicals.
We can make your life better by…
- Intensively cleaning every corner of your house so you can enjoy a fresh and clean home
- Freeing your schedule so you can spend more quality time with your family and friends
- Relieving you of the weekly chores so that you can focus on your career advancement
Yes, our cleaners are covered by Public Liability Insurance. This means you can have peace of mind, knowing you are protected against damage or injury resulting from our cleaners’ negligence. Our company and cleaners are covered with Ando Insurance. With Premium Clean, you can rest assured that you are covered with comprehensive insurance policies in unprecedented time.
Our applicants go through our custom online cleaning skills test. Once they pass this, a phone interview will follow. We do this to narrow down the number of applicants invited to the next step of the recruitment process.
Those who demonstrate competence and passion move on to the next step: the face-to-face interview. In this phase, we ask them a series of questions to learn more about their character and their knowledge of cleaning. Every successful applicant moves to the orientation phase with our operations team.
Succeeding the test and intensive interviews are background checks. From there on, we conduct reference, police, work history, and identification checks on applicants prior to hiring.
We hire passionate, reliable, and trustworthy local cleaners. When you book your services, you can expect to be treated with excellence. Rest assured, our premium cleaners have undergone strict recruitment processes, including supplemental checks such as police clearance, background checks, and work history checks.
Our cleaners are trained to handle jobs ranging from small to large. We have different varieties of cleaners who specialise in different types of cleaning. Trained to be attentive to detail, our cleaners will surely meet or exceed your expectations.
In a nutshell, Premium Clean can take the stress out of your life by providing a range of hassle-free services in 60 seconds. Check out the video below for a brief explanation of our services.
Yes, you may request another cleaner. We will always work to be the best for you. With that said, your feedback is very important to us. To ensure excellent service, we use an automated review system. After every cleaning service, you will receive an email notification requesting a review of our cleaner and their service.
At Premium Clean, our goal is to find skilled and passionate cleaners who can deliver the best cleaning services to you.
Before anything else, we guarantee you that we only recruit cleaners with at least a year of experience. With that, only 2% of applicants actually make it through the following screening process.
Our applicants go through our custom online cleaning skills test. Once they pass this, a phone call interview will follow. We do this to narrow down the number of applicants invited to the next step of the recruitment process.
Those who demonstrate competence and passion move on to the next step: the face-to-face interview. In this phase, we ask them a series of questions to learn more about their character and their knowledge of cleaning. Every successful applicant moves to the orientation phase with our operations team.
Succeeding the test and intensive interviews is the background check. From there on, we conduct reference checks, police checks, work history examinations, and identification checks on applicants prior to hiring.
About our Cleaning Services
We believe in honesty and transparency. Our flat rate prices are published on the website to bring value for money with a fixed price based on the service with no hidden costs. When you book any of our services, you will instantly view the price of the service on the same page. If you wish to get a quote, you can email us here hello@premiumclean.co.nz.
We hear you! We understand that you want the job done right, but you may not know how to communicate all your needs, or you might have missed an area you wish to be cleaned.
With our review system, you can express concerns about our cleaners and services and request a replacement cleaner. Our support team will gladly assist you every step of the way to ensure your satisfaction with our service. We are serious when we say we will not stop until we make you happy and your home clean.
In another instance, you may contact our operations team, and we will gladly arrange a replacement for your cleaner. Sometimes finding the right fit takes a little time. Despite that, we are happy to provide you with plenty of cleaner options.
Residential & Property Services
Disinfecting Clean
This has become a top question amongst many of our customers, and rightfully so.
Coronavirus, also known as COVID-19, has rapidly gained an insidious reputation. It can survive on surfaces anywhere from 5 to 17 days, depending on the surface.
Premium Clean follows top prevention procedures for the cleanup and disinfection of diseases and viruses. Due to the nature of the coronavirus, we continue to consult with the Center for Disease Control & Prevention (CDC) for current information.
Residential Window Cleaning
We use the latest products and technology to safely and efficiently clean your windows, resulting in cost-effectiveness. You can trust that our cleaners are true professionals and that your residential windows will be cleaned to the highest standard with no streaks, smudges, or scratches.
Of course, we are very meticulous about window cleaning. With that, you can be assured our cleaners will thoroughly clean your windows and leave them sparkling!
We know that it is important to each of our customers that the residential window cleaners we send to your homes are. We understand that our team is often required to work inside your private homes, so it is important to us that we send the most trusted employees to service your property.
Carpet Shampooing
Our carpet cleaning services deliver visually pleasing results. We use professional Italian portable machines and 100% non-toxic and environmentally friendly steam carpet cleaning products.
We use a mixture of hot water and a high-powered extraction method, along with eco-friendly shampoo. With our eco-friendly cleaning methods, Premium Clean ensures your home is a safe, healthy environment for your pets and kids.
You get a fresh and clean carpet that’s not full of chemicals that can harm your children, family, and pets.
Lawn Mowing & Gardening
Professional lawn care and garden maintenance to keep your outdoor spaces neat, healthy, and well-presented.
Builders Clean
Detailed cleaning for newly built or renovated homes to remove dust, debris, and construction residue before handover.
Exterior Cleaning
Professional exterior washing services, including house washing, driveway cleaning, and water blasting, to improve the appearance of your property.
Mattress Cleaning
Deep mattress cleaning to remove dust, allergens, stains, and bacteria for a healthier sleeping environment.
Sofa & Couch Cleaning
Professional sofa and couch cleaning to refresh fabric, remove stains, eliminate odours, and restore the appearance of your furniture.
Commercial Cleaning Services
Complete commercial cleaning solutions tailored for offices, retail spaces, healthcare facilities, childcare centres, and other businesses.
Office Cleaning
Routine office cleaning to maintain a clean, hygienic, and professional workspace.
Cleaning Supplies
Supply of commercial-grade cleaning products and consumables, and hygiene essentials for businesses.
Commercial Carpet Cleaning
Deep carpet cleaning to remove stains, dirt, allergens, and odours.
Commercial Upholstery Cleaning
Professional commercial upholstery cleaning for sofas, chairs, and fabric furniture to restore freshness and cleanliness.
Probiotic Cleaning
An advanced cleaning solution that uses beneficial bacteria to help maintain healthier surfaces and reduce odours.
Floor Cleaning
Professional floor cleaning and maintenance for hard floors, including scrubbing, polishing, and restoration.
Exterior Window Cleaning
Streak-free cleaning for exterior windows using professional equipment and safe cleaning methods.
Facilities Management
Integrated support services to help manage and maintain commercial properties and facilities.
Janitorial Services
Ongoing day-to-day cleaning and maintenance services for commercial environments.
Property Care Services
General property maintenance and support services to help keep sites clean, safe, and well-maintained.
Hygiene & Sanitary Services
Hygiene-focused hygiene and sanitary cleaning services, including washroom services, sanitising, and consumable management.
Move-out cleaning is a detailed cleaning service completed before leaving a property to ensure the space is clean, hygienic, and ready for the next tenant, owner, or final inspection. It goes beyond regular cleaning and focuses on restoring the property to a move-in-ready condition.
It typically includes:
- Deep cleaning kitchens and bathrooms
- Cleaning inside cupboards, drawers, and appliances
- Vacuuming and mopping floors
- Removing dust, marks, and built-up grime
- Cleaning skirting boards, windows, and hard-to-reach areas
Move out cleaning is commonly used for rental inspections, end-of-tenancy cleaning, property sales, or preparing a home for new occupants.
Watch this video for a detailed look at our move out cleaning process:
Deep cleaning is a detailed and intensive cleaning service that goes beyond regular day-to-day cleaning to remove built-up dirt, grime, bacteria, and hidden dust from hard-to-reach areas.
It typically includes:
- Detailed bathroom and kitchen scrubbing
- Cleaning behind and under furniture
- Skirting board and wall spot cleaning
- Deep sanitising of high-touch areas
- Removing built-up grease, dust, and grime
- Detailed vacuuming and mopping
Deep cleaning is ideal for homes or commercial spaces that need a more thorough reset, especially before special occasions, move-ins/outs, or after long periods without professional cleaning.
Watch this video for a detailed look at our deep cleaning process:
Standard cleaning is a routine cleaning service that helps maintain a clean, hygienic, and tidy space through regular day-to-day cleaning tasks.
It typically includes:
- Vacuuming and mopping floors
- Dusting surfaces
- Cleaning kitchens and bathrooms
- Wiping benches and sinks
- Emptying bins
- General tidying
Standard cleaning is ideal for homes, offices, and commercial spaces that need ongoing maintenance cleaning on a weekly, fortnightly, or monthly basis.
Here is our step-by-step carpet cleaning process. We take our time cleaning your carpet to ensure that all pet fur, stains, and other debris are removed.
- Pre-assessment: We always take a close look at your carpet to assess its condition and determine its specific requirements.
- Vacuuming the carpet: In this step, we vacuum the carpet thoroughly to remove loose dirt and dust from the surface. This allows our cleaning agent to reach deep into your carpet quickly, thus cleaning it more efficiently.
- Quick Wash & Deodorising: This step plays an important role in removing the dust and dirt from the carpet. It also provides the perfect base, which allows steam to clean your carpet. We also deodorise to leave your carpet with a fresh fragrance and a clean feel. Aside from that, deodorising also means your carpet requires less drying time and achieves a great result overall.
Watch this video for a clear picture of our carpet cleaning services.
Upholstery cleaning is the professional process of removing dust, dirt, stains, allergens, bacteria, and odours from fabric-covered furniture, including sofas, couches, dining chairs, office chairs, recliners, ottomans, and other soft furnishings.
Unlike basic surface wiping, upholstery cleaning focuses on deep-cleaning the fabric and padding using specialised equipment, fabric-safe chemicals, and methods tailored to different materials. Common methods include:
- Hot water extraction (steam cleaning)
- Low-moisture cleaning
- Dry foam cleaning
- Spot and stain treatment
- Fabric protection treatment
Professional upholstery cleaning helps:
- Extend the life of furniture
- Remove stubborn stains and odours
- Improve indoor air quality
- Eliminate dust mites and allergens
- Restore the appearance and freshness of furniture
Different fabrics require different cleaning techniques. Delicate materials like linen, velvet, or suede often need specialised low-moisture or gentle cleaning methods to avoid damage.
This video shows how Premium Clean handles your upholstery cleaning.
Based on the video, our upholstery cleaning process generally includes:
- Fabric inspection and testing
- Vacuuming and dry soil removal
- Pre-treatment for stains and high-traffic areas
- Agitation and deep cleaning
- Extraction or low-moisture treatment
- Grooming and drying
Professional upholstery cleaning is commonly recommended for both residential and commercial environments, especially in offices, childcare centres, waiting rooms, hospitality venues, and homes with kids or pets.
Do you need extensive cleaning in specific areas of your home, like the bathrooms, kitchen, and living room? Have you recently moved into a new home and wanted a thorough cleaning of the bathroom and kitchen?
The best service for you is hourly cleaning. With this, you can customise your checklist and have your cleaner work on it based on the time you requested for their cleaning duties. They can focus on cleaning the areas in your home that you wish them to.
Typically, clients who have booked this service with us want a specific area of their home cleaned. Often, they either book weekly or monthly, depending on their needs. They cannot stand the dirt anymore, but do not have the time to do it themselves. With that, they chose to book the service for an hourly cleaning fee.
Looking to grow your business but not having enough resources to accommodate new customers after every checkout because of the mess left by previous occupants? Let our cleaners do the job for you! With our hourly cleaning services, you can focus on other operations and aspects of your business.
Cleaning depends upon your individual needs. We offer basic home cleaning, regular house cleaning, intensive deep cleaning, and end-of-tenancy cleaning.
Premium Clean home clean-up covers all domestic work, from cleaning bedrooms and bathrooms to living spaces and kitchens. The difference between a home clean-up and regular house cleaning lies in the duration and frequency of the cleaner’s visits. For regular house cleaning, you can choose daily, weekly, or monthly.
If your home or commercial space needs more deep cleaning on a casual basis, the sporadic house cleaning is the best service for you.
Premium Clean also offers end-of-tenancy cleaning that caters to all your cleaning needs and meets the requirements of the landlord or tenant.
The services do not stop there. Premium Clean also caters to Airbnb businesses. Our Airbnb cleaning covers cleaning needs for vacation rental rooms. We also supply fresh linen and cover amenities. Right now, this service is only available in a limited area, but we are looking forward to expanding the service to other cities.
We also cover carpet, lawn, and garden, as well as window cleaning, exterior house washing to ensure you are getting the right service, you may visit our services page. You can find the link in the description below. Or give us a call at 0800 786 780 and let’s see how we can work together.
Yes, due to different wage rate laws on the weekends, there is an additional $55 surcharge.
The move-out cleaning cost can vary depending on several factors, including the property size, the level of cleaning required, and any specific cleaning requests or add-ons. In New Zealand, the average move-out cleaning cost is typically between $150 and $400, with larger properties or additional cleaning tasks costing more.
Premium Clean offers competitive move-out cleaning services tailored to your needs and budget. Our pricing is based on your property’s size and condition, as well as the level of cleaning required, starting at $199. We also offer services such as carpet cleaning and window washing at an extra cost.
Contact us today for a customised quote for your move-out cleaning needs and ensure you leave your property in the best possible condition.
Commercial Cleaning
Many businesses stick with their current provider out of habit — even if the quality is inconsistent. We offer a seamless transition process, performance guarantees, and measurable cleaning outcomes, ensuring you get real value for your investment.
Not at all. We manage the entire transition with minimal to zero downtime. Our onboarding team coordinates schedules, access, keys, and instructions without interrupting your workflow.
With Premium Clean, you’re not just getting cleaners — you’re getting a trained, audited, and system-driven cleaning team backed by a nationally recognised brand.
Here’s what sets us apart:
✔ Professionally Trained & Background-Checked Teams
Every franchise partner and their staff go through:
- Police vetting & ID verification
- Industry-specific training (offices, gyms, childcare, medical, retail)
- Health & Safety compliance
- Ongoing upskilling through our internal training programs
Our people are trained to deliver quality, consistency, and professionalism every single day.
✔ ISO-Aligned Systems & Best Practices
Quality isn’t accidental — it’s engineered.
As an ISO-aligned organisation, we follow documented systems, SOPs, and best business practices. This ensures:
- Consistent results
- Minimal variation
- Transparent tracking
- Accountability on every site
Where many local or casual cleaners rely on habits, we rely on process and structure.
✔ Franchise Model = Higher Accountability
- Go the extra mile
- Maintain consistency
- Protect your site
- Build long-term trust
Unlike wage-based cleaners, our teams are business owners.
Their income, reputation, and growth depend on meeting your expectations.
This creates a natural incentive to:
This is one of the main reasons clients experience an immediate improvement after switching to us.
✔ Measurable Quality, Not Assumed Quality
We provide:
- Scheduled audits
- Monthly performance reports
- Checklists customised to your site
- A dedicated Account Manager + BDM oversight
- Fast-response support for concerns
Your quality is monitored, documented, and reviewed — not left to chance.
✔ Strong Industry Reputation With References Available
We proudly serve major brands across corporate, healthcare, fitness, education, retail, and more.
We can provide references from businesses similar to yours so you can hear firsthand how our consistency has improved their cleaning operations.
✔ Nationwide Coverage = One Partner, Zero Stress
If you operate at multiple locations, Premium Clean can handle them all.
Our national footprint means:
- Unified cleaning standards
- One point of contact
- Fewer suppliers to manage
- Streamlined communication
- Consistency across all sites
This removes the operational stress of juggling multiple cleaning providers.
✔ A Smooth Transition With Zero Disruption
When switching providers, we handle the entire mobilisation process, including induction, checklists, site materials, and access planning.
Your day-to-day operations remain fully uninterrupted.
At Premium Clean, reliability isn’t left to chance — it’s built into our system.
Our franchise partners operate under strict attendance protocols, including app-based check-ins, mandatory start/finish updates, and monthly performance monitoring. Because each site is assigned to a dedicated team, you’ll always have cleaners who know your space and routine. And if someone is unavailable, we have trained backup teams through our national network to ensure your clean never gets missed.
Yes. We assign a dedicated franchise partner team to every site.
This ensures consistency, familiarity, and accountability. And unlike many hourly-wage cleaners, our franchise partners are business owners — they’re invested in keeping your site spotless because the client relationship directly impacts their business growth.
We have a formal support system, not casual communication.
Every concern goes through email so it can be tracked, escalated, and resolved transparently. Your Account Manager, BDM, and Operations team are all automatically looped in, so no concern is ever lost. Urgent issues are responded to same day, often within hours.
Absolutely.
We clean after-hours, before opening, at weekends, and even split-shift routines. For sites where keys cannot be left, we arrange cleaner arrival within your specified window with additional resourcing if required. Sensitive zones such as server rooms, HR rooms, or medical areas follow strict access protocols
Security is a non-negotiable.
We enforce strict key management procedures, alarm code handling, confidentiality agreements, and written protocols. Any breach — even leaving a door unlocked — leads to immediate termination under the franchise agreement. We protect your premises as if it were our own.
Premium Clean is fully insured.
If any incident occurs, we follow a formal incident report → investigation → insurance claim process. You’ll get complete transparency, photos, and updates. Our teams are trained to report issues immediately rather than hide them.
Yes — we’re a full-service provider.
We offer:
- Carpet & upholstery cleaning
- Vinyl & hard floor machine scrubbing
- Tile & grout cleaning
- Pure water window cleaning
- Sanitisation & fogging
- Commercial move-in/move-out cleans
- Waste management support
- Supplies & consumables
Everything under one roof.
Absolutely — our pricing model is built for clarity and trust.
At Premium Clean, we offer a fixed price per clean rather than billing by the hour. This ensures your cleaner has clear expectations and delivers all agreed tasks — without rushing, cutting corners, or surprising you with variable hours.
Before we begin, you receive a fully documented service pack, including:
- A detailed Scope of Work (SOW)
- Cleaning frequency and schedules
- Consumables and supply list (if applicable)
- A clear cost breakdown
There are no hidden charges, no surprises, and no last-minute add-ons. Everything is transparent, discussed, and formally agreed upon before services begin.
We can mobilise within 7–14 days, depending on the site.
Our onboarding includes:
• Site induction
• Hazard register review
• Cleaning plan setup
• Material Safety Data Sheets (MSDS)
• Checklist development
• Franchise partner assignment
• Key/access training
We make the transition smooth with no disruption to your operations.
We use a structured audit & tracking system including:
✔ Scheduled inspections
✔ Monthly reporting
✔ Customer rating patterns
✔ Performance reviews of the franchise partner
✔ Immediate action plans for recurring issues
Your site is monitored, not left to chance.
ou’ll have a three-layer support system:
- BDM – for onboarding, quoting, and relationship management
- Account/Support Manager – for day-to-day concerns & audits
- Franchise Partner – dedicated team delivering your service
This ensures no single person becomes a bottleneck, and you always have support.
We start with a risk assessment which covers:
- High-touch hotspots
- Cross-contamination risks
- PPE requirements
- Specialist chemicals
- Frequency adjustments
- Equipment safety
This ensures cleaning is safe, effective, and compliant.
Absolutely.
Premium Clean uses eco-friendly chemicals, supports proper waste sorting, offers recycling service partnerships, and follows energy-efficient cleaning practices. We’re also developing ESG frameworks for tenders and long-term partnerships.
We operate on a Performance Guarantee.
If anything is missed, we return promptly for a re-clean at no extra cost. Our operations team also conducts regular audits, reviews patterns, and ensures every concern is actioned via our structured communication system. We don’t hide issues — we fix them fast, and we track patterns to prevent repeat concerns.
We use a detailed cleaning checklist system, customised per site.
Our cleaners receive training based on your environment (office, gym, childcare, healthcare etc.), and supervisors perform quality audits. High-touch areas, bathrooms, and desks are cross-checked. With our experience across multiple industries, we know the exact pain points and build them into the process.
At Premium Clean, we don’t just clean — we manage quality, performance, communication, and accountability at every level. That’s what makes us different.
You’re not hiring a cleaner. You’re partnering with a structured, reliable system that protects your business environment every single day.”
Most franchise cleaning companies operate on a basic model in which cleaners are assigned to sites with minimal oversight, limited training, and inconsistent standards. Premium Clean is built very differently — our system is engineered for reliability, accountability, and long-term partnership.
This level of structure is uncommon in the cleaning franchise market.
1. Our people are the difference.
Our franchise partners are not just cleaners — they are business owners who take pride in every site they manage.
They are:
- Professionally trained
- Performance-monitored
- Supported with ongoing coaching
- Motivated to deliver consistency
We invest in their growth, training, and well-being because when our people succeed, your site receives exceptional quality.
2. We heavily invest in technology for reliability and transparency.
We use technology to ensure your site is always clean, secure, and monitored. This includes:
- Digital check-in/check-out systems
- Site-specific cleaning checklists
- Reporting and audit tools
- Communication tracking
- Real-time escalation system
- National support oversight
This eliminates guesswork and gives you a predictable, quality-controlled cleaning service.
3. A national operations system supports every site — not just one cleaner.
Behind every franchise partner is a full team: BDMs, Operations, Support Managers, and Quality Auditors.
This means:
- You never get abandoned
- You never “depend on one person”
- Backup teams are always available
- Issues are tracked and resolved quickly
This is a level of structure most cleaning franchises simply do not offer.
4. A system-based approach — not an ad-hoc cleaning routine.
Every commercial site receives:
- A customised cleaning plan
- Hazard and H&S documentation
- Regular audits
- Monthly performance reviews
- Re-clean guarantee
- Clear communication channels
- Site-specific induction for cleaners
Our system ensures consistency, not luck.
5. Training that matches your industry — not generic training.
We train our people according to the needs of your environment:
- Corporate & professional offices
- Childcare & education
- Gyms & fitness centres
- Healthcare & wellness
- Hospitality & retail
- Industrial & construction
Our cleaners understand compliance, hygiene levels, chemical handling, infection control, and safety standards unique to your industry.
6. Consistency through dedicated teams + trained backups.
You always receive:
- The same dedicated cleaners
- Backups who are trained on your site
- Zero disruption during absences
Most providers rotate cleaners weekly — we do not.
7. We deliver national-level professionalism with local care.
Premium Clean is a national brand with proven systems, but your site is cared for by a business owner who wants your contract to grow — because it’s their livelihood too.
Absolutely! We offer flexible scheduling options and can provide commercial cleaning services outside of regular business hours, including evenings and weekends, to minimize disruption to your operations.
About our Booking Process
We want to make your life easier and simpler. We already know that you want more time for yourself, your loved ones, or other important matters. With that said, we have used digital technology to give you plenty of options to book with us and make it faster for you to get somebody to clean your home!
You can either go to our website or download our Premium Clean Services app from App Store or Google Play Store. Simply select the most suitable service for you and let us know your preferences as well as special instructions so we can tailor fit our service to you.
See, it’s quick and easy!
Our Credit Card payment method is fully encrypted to ensure 100% security for you. Take note that you are not paying at the time of booking. The amount will be debited from your account the day before serving or 24 hours prior to the service.
With this, you will be charged only after the service has been completed. Of course, we want you to be happy with our service; that’s why we offer 100% satisfaction guaranteed. We encourage you to take a few minutes to complete our automated review so we can enhance our services for you.
To proceed with the booking, we need credit card services.
We understand that you will love the cleaning services of particular cleaners, so yes. We will always ensure that you get the same cleaner every time you book with us. In case they are not available, don’t worry! We will send you other cleaners, and we guarantee that you will also love their work.
Right now, we are available to serve areas including Auckland, Rotorua, Palmerston North, Wellington, Dunedin, Christchurch, Hamilton, and Nelson. The good news is that we are working to make it available and expand our coverage until we can deliver service to all corners of New Zealand. If you can’t find the service you need in your location, give us a call, and let’s work things out!
Unless our cleaners reach out to inform you of any possible delays, we guarantee they will be at your doorstep before the scheduled time. With this, they can maximise their cleaning time and be able to have a conversation with you prior to the execution of their job.
A standard house cleaning size typically refers to a 2–3 bedroom home with 1–2 bathrooms. This is the average layout we base our standard pricing and time estimates on.
If your property is significantly larger, has multiple levels, or includes extra areas like offices or rumpus rooms, let us know during the quote process so we can provide an accurate estimate and allocate enough time for a thorough clean.
About our Customer Support
If you are not satisfied with our service, we wish to hear your concerns. Tell us in the automated review system, and we will send a new cleaner within 48 hours. Part of our promise of 100% guaranteed satisfaction is to free you from additional charges.
We take pride in building successful relationships with our customers. We are helping people save time and live better lives. We have set up an automatic review process after every cleaning. With that, you can review your cleaner and their service. You will receive multiple communication reminders throughout your booking for the service process.
You can call us at 0800 786 780 or email us at support@premiumclean.co.nz. Otherwise, feel free to connect with us on our social media or via our official website’s live chat. Rest assured, you will receive an immediate response, as our support team works 24/7 to cater to all your needs.
We take pride in building successful relationships with our customers. We are helping people save time and helping them have a better life.
We have set up an automatic review process after every cleaning. With that, you can review your cleaner as well as the service you received.
You will also receive multiple communication reminders throughout the service process. Alternatively, you can download the Premium Clean app to keep track of your cleaner, bookings, and payments.
Our team works 365 days a year, so you never have to scramble to find a cleaner.
Our customer service team is ready to answer any questions 24/7. You can contact us through multiple channels, including phone, email, or web chat.
We strive to resolve any issues on the same day.
Before the Cleaning Service
Do you wish to reschedule your cleaning appointment due to a scheduling conflict or other personal reasons? Regardless, we will surely help you find the best time for us to visit your home.
You can contact us for rescheduling in three ways. First, you can simply email our support team to explain your concerns. Second, log in to your premium cleaning account through our website. And third, use our mobile application’s features to enhance your digital experience!
Please do not hesitate to contact us to reschedule your appointment. We will gladly serve you!
Typically, you’ll get 1 or 2 cleaners for your cleaning appointment. In other instances, it may depend on the services you have booked and cleaner availability. For big jobs like moving-out cleaning, we send teams of 2 or 3 cleaners to focus on different tasks and areas of the house. Feel free to contact us for more information.
Watch this video for a detailed explanation:
If you wish to cancel the booking, you may do so within 24 hours at no charge. Unfortunately, we charge a $35 cancellation fee if your booking is confirmed or if you cancel on the day of service.
We do this to cover any gaps the cancellation may have created in our cleaner’s schedule.
If you need more information, you can give us a call.
Watch this video below for detailed cancellation policy.
We acknowledge that all homes are different. With that, we put the decision into your hands. You can customise your own checklist, depending on what your home needs!
Every cleaning service we offer allows you to include special instructions with your booking. You can do this through the online booking form, the mobile application, or give us a call!
Absolutely. Premium Clean respects your preferences for keeping your space clean and comfortable—including requests to remove or cover shoes inside your premises.
To ensure both cleanliness and safety, our standard practice is for cleaners to wear disposable shoe covers over their footwear during service. This allows us to:
- Protect your floors from dirt or marks
- Maintain hygiene
- Ensure cleaner safety with non-slip, closed-toe shoes
If you have a strict no-shoes policy, please let us know at the time of booking or include it in your service notes. We’ll make sure your request is followed every time.
For health and safety reasons, our cleaners are required to wear closed-toe, non-slip shoes while performing tasks. This prevents injuries from wet surfaces, sharp debris, or heavy equipment.
To protect the safety of our team, we generally do not allow cleaners to work barefoot or in socks. However, special requests may be reviewed with a liability waiver if safety risks are deemed low.
Need something more specific? Contact us and we’ll do our best to accommodate.
During the Cleaning Service
Whether or not you’re at the space during your cleaning appointment is up to you! Upon booking through our website or mobile app, you’ll be prompted to provide entry instructions.
We understand that you are quite busy, which is why you need a helping hand in cleaning your home. With that said, we will send you reminders via text message or email prior to the day of service to ensure the cleaners can enter your home and begin their duties.
As we mentioned before, we have a top-vetted, rigorous recruitment process, and our cleaners undergo police checks. With that said, yes. Our cleaners are trustworthy, honest, and hardworking. For your peace of mind, many of our clients are not home when their cleaner arrives. Therefore, they opt to give the cleaner a key. Please instruct our cleaners in advance on where they can obtain the key.
The answer is yes! Our cleaners bring their cleaning equipment and tools. However, if you want them to use your home cleaning equipment and chemicals, you may do so. You can instruct our cleaners upon their arrival.
Other FAQs
No. All cleaners and services booked with us through the Premium Clean website and mobile application are paid through the platform. Our cleaners are instructed not to accept cash/cheque.
Ironing and laundry services are not part of our basic cleaning services. They come as add-ons. However, you can communicate and discuss any individual requests with your cleaners. Feel free to ask for ironing services. Unfortunately, we cannot guarantee those services, and neither can we assume any responsibility for potential damages.
At Premium Clean, communication is a key driving factor for the business. With that, we had to ensure you are going to have a seamless communication with your cleaner whenever and wherever. You can communicate with your cleaner through our Premium Clean mobile application. We ensure that you will receive real time updates and immediate feedback or response from them.
In the unfortunate event that a cleaner does not show up, please contact the cleaners through the premium clean mobile app. If you are still not able to get hold of the cleaners then please contact the premium clean. You will not be charged in such a case. If you require further support please feel free to contact us
You can request a change to the date or time of a one-off booking by logging into your Premium Clean account.
- Go to Booking History.
- Click the Reschedule button for the service you would like to change
- Click on Choose Your Service, where you can change the date and time
A notification of the requested change will be sent to the professionals, and you will receive a text and an email confirming the change in date and time.
Please login to your Premium Clean account and you will be able to change your name, property address, email, and other information you wish to change.
To offer you a range of payment methods and ensure the highest standards of security and stability, we chose to partner with Stripe.
Stripe is a third-party secure payment provider. They hold all customer card details and facilitate payment processes for Premium Clean. You can read more about Adyen at https://stripe.com/nz
Our prices are transparent and fixed, which means no hidden charges. Payment will be held 24 hours prior to the booking, ensuring a hassle-free experience. The system will automatically deduct the payment from the same registered card you used during the booking process. After the service is completed, a GST receipt will be issued for your records.
You can get a quote here to see the specific costs for the services you need. For any questions or further assistance, feel free to contact us!
Only one voucher per booking can be applied. Each promotion will have the terms and conditions of use listed on the promotion.
Please make sure your email is correct so we can make the necessary adjustments to your booking.
We hate to see you go! Please let us know your concerns so we can address them for you. Otherwise, you can email your request to hello@premiumclean.co.nz to delete your data.
You can apply this during the booking process. There is a field to enter the discounted code under the property address. You can see the change in the booking summary on the right side of the site.
Your referral code will be sent to you by email when you register on the Premium Clean site. You will also be able to view your referral code by signing into your account.
Please email us the promotional code to hello@premiumclean.co.nz before the day of service, and we will add it for you.
You can give any service voucher to your family and friends as a gift. You can buy the Gift Voucher here. Standard hourly rates and Terms & Conditions apply.
It is between you and your cleaner to decide on the best option. We do have a few requests for the safety of our cleaners. If you think your dogs are quite aggressive towards visitors, please let the cleaners know and keep them away for a while so the cleaners feel safe doing their job.
The number of cleaning hours depends on what you have booked. With that, it is up to you to decide how many hours of cleaning you want provided.
If you are unsure of the typical duration, we highly advise discussing each room’s cleaning needs and the level of detail you would like. Do you want your walls scrubbed or your appliances wiped? Then, you must include them in the add-ons when booking. This will help you determine how long the job should take and what can be achieved within your allocated timeframe.
Of course, your satisfaction is our priority. Call us, and we will advise you on how to get the most out of your cleaning service.
By selecting Direct Debit as a payment option, you authorise Premium Clean to debit your nominated bank account for service charges. This authorisation remains effective until cancelled in writing by either party. Payments will be processed on the specified due date, and it is your responsibility to ensure sufficient funds are available. Premium Clean will provide at least 14 days’ notice for changes to the amount or date. If a payment is declined, a fee may be charged, and you must arrange an alternative payment method. You can cancel your authorisation with 10 business days’ notice. Any disputes should be raised within 30 days of the payment date.
Premium Clean will not be liable for losses from incorrect processing due to insufficient funds or bank errors, and it is your responsibility to keep your bank details accurate. All Direct Debit information will be kept confidential and used solely for payment processing. By selecting Direct Debit, you confirm understanding and acceptance of these terms. For questions or further information, contact Premium Clean’s customer service team.