Frequently Asked Questions

Call for Bookings & Other Inquiries

0800 786 780​

Hey there! You have questions, we have the answers!

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.

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About Premium Clean

Our company, Premium Clean, has been around New Zealand since 2015.  We have completed more than 30,000 cleaning jobs. With hard work, we are now successfully operating in more than 9 cities.  We are also known as the number 1 cleaning company in the industry.

Having a long track record, we have adopted the use of technology to save our customers’ time and deliver consistent service. Our booking process enhances our reliability in the field. Aside from that, we continuously improve our rigorous vetting process to find the best cleaners in the market.

On top of all that, Premium Clean services have earned a 5-star customer service which helps us become the customer’s no. 1 choice.

Premium Clean is a top-rated Domestic & Commercial cleaning service. We deliver services nationwide. We have amazing customer reviews and unparalleled customer support. We’re completely tech-enabled with an app to book online within 60 seconds, which you can use to track your cleaner.

Aside from that, our cleaners go through a rigorous vetting process before we bring them in. They use the Premium Cleaning app to receive and understand your requirements.

Finally, we value our customers and believe in providing you with better results from our service and help make your life easier and “give back your time.

We value the money you invest in our services, with that we let you meet our cleaners so you can set up expectations from 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 Premium Cleaning App. we streamlined the booking process into 3 simple steps:

  1. Select a service that matches your needs
  2. Choose  your preferred date and time
  3. 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 bring value for money with a fixed price based on the service with no hidden costs.

Tailored Cleaning Services: Our years of experience in the industry allowed us to understand the market and its ever-changing cleaning needs. From Standard regular cleaning and Move Out/In cleaning to Deep cleaning, we continuously study cleaning techniques to innovate our services and improve our checklist as well as introduce new service packages.

We also cater to your personal requirements which is why we enable you to optimize your cleaning service according to your needs 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 concern. tell us in the automated review system and we will send a new cleaner within 48 hours.  Part of our promise for a 100% guaranteed satisfaction is freeing you of additional charges.

Once you are part of the Premium Cleaning family, we are confident that you’re going to recommend our referral services to your friends and family. With that said, your satisfaction is absolutely a priority for us.

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 and let you do the things you love doing. We take this responsibility to provide you with reliable & consistent cleaning services. And yes, we own this.

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.

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 a quality service.

If you are not satisfied with our service, we wish to hear your concern. tell us in the automated review system and we will send a new cleaner within 48 hours.  Part of our promise for a 100% guaranteed satisfaction is freeing you of additional charges.

Once you are part of the Premium Cleaning family, we are confident that you’re going to recommend our referral services to your friends and family. With that said, your satisfaction is absolutely a priority for us.

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 and let you do the things you love doing. We take this responsibility to provide you with reliable & consistent cleaning services. And yes, we own this.

 

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About our Cleaners

Yes, our cleaners are covered by Public Liability Insurance. This means that you can have the peace of mind that you are protected from damage or injury caused by our cleaner’s negligence. Our company and cleaners are covered with Ando Insurance. With Premium Cleaning Services 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 call interview will follow. We do this to narrow down the number of applicants who will be invited for the next step of recruitment.

Those who exhibit competence and passion move to the next step which is the face to face interview. In this phase, we ask them a list of questions to learn more about their character as well as 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 perform reference checks, police checks, work history examinations as well as identification checks on applicants prior to hiring.

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 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 gone through strict recruitment processes including supplemental checks like Police clearance, background checks, as well as Work history checks.

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Our cleaners are trained to do small jobs to big jobs. We have different varieties of cleaners who specialize 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 away your stress by providing different types of hassle-free services within 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 the excellence of service, we use an automatic review system. Every after a cleaning service, you will receive an email notification asking for a review regarding our cleaner and his or her service.

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…

  • Intensively cleaning every corner of your house so you can enjoy a fresh and clean home
  • Free your schedule so you can spend more quality time with your family and friends
  • Relieve yourself of the weekly chores so that you can focus on your career advancement

At Premium Clean, we have the goal to find skillful and passionate cleaners that are capable of delivering the best cleaning services to you.

Before anything else, we guarantee you that we only recruit cleaners who have a minimum of 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 who will be invited for the next step of recruitment.

Those who exhibit competence and passion move to the next step which is the face to face interview. In this phase, we ask them a list of questions to learn more about their character as well as their knowledge of cleaning. Every successful applicant moves to the orientation phase with our operations team.

Succeeding the test and intensive interviews are the background check. From there on we perform reference checks, police checks, work history examination as well as identification checks on applicants prior to hiring.

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About our Cleaning Services

We hear you! We understand that you want the job done right but you may not necessarily know how to communicate all of your needs or might have missed an area you wish to be cleaned.

With our review system, you can express your concerns regarding our cleaners and our services as well as ask for a cleaner replacement. 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.

Disinfecting Clean (UPDATE)

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 the top prevention procedures when it comes to the cleanup and disinfection of disease and viruses. Due to the nature of 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 that enables us 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, it goes without saying that we are very meticulous when it comes to cleaning. With that, you are guaranteed that our cleaners can completely wipe clean your windows and leave it sparkling clean!

We know that it is important to each of our customers that the residential window cleaners we send to your homes. 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 / Carpet and Rugs Steaming

Our carpet cleaning services can provide you with results that are visually pleasing. 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 while using eco-friendly shampoo. With our eco-friendly cleaning methods, Premium Clean makes sure that your home is a safe and 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.

Is it the end of your tenancy? Or are you planning to move out? Of course, you would want to leave your old home in good condition to please your landlord. We can help you with that.

We understand that your place may have accumulated dirt on the walls, bathroom floors, kitchen tiles, and every corner of your place during the time you lived there. With that said, our move out cleaning checklist should cover all cleaning your place needs!

Otherwise, you can include your requests and choose add-ons to include other services.

Remember, the moment our cleaners arrive on your doorstep, they become your cleaner as well. They are experienced, skillful professionals that will leave your place speckless!

You can request them for extra services like carpet shampooing. Make sure to check the add-ons you would want your cleaner to do upon booking.

Have you ever sat down in your living room and out of nowhere spotted a speck of single dirt on your wall and thought your home might need a good scrub? We are glad to offer you our sporadic house cleaning services.

Typically, clients who book our deep cleaning haven’t done any general cleaning in the past three months. With that being said, all the grime and dirt should have already covered your walls and windows. Don’t stress yourself over it anymore! Book our deep cleaning services and let our cleaner leave your home speckless.

If you wish to enhance the cleaning checklist, you may do so by selecting the add-ons through our booking form.

Hey there! Are you looking for general cleaning where all of your nooks, walls, and crevices are wiped clean? Did you have a general clean up a couple of weeks ago and wanted to maintain the cleanliness of your home?

If you are struggling to squeeze chores into your schedule, Premium Cleaning services have got you covered! Typically, clients who ask for a standard cleaning are the ones who do not need a detailed checklist. Premium Services can cover all parts of your home. From the living room, kitchen to the bedrooms and bathrooms.

Regular Cleaning Checklist

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.

  1. Pre-assessment: We always take a good look at your carpet so that we can understand its condition and determine its individual requirements.
  2. Vacuuming the carpet:  In this step, we vacuum the carpet thoroughly to get rid of any loose dirt and dust of the upper layer of the carpet. This allows our cleaning agent to reach deep into your carpet quickly thus cleaning it in with far more efficiency.
  3. Quick Wash & Deodorizing: This step plays an important role in removing the dust and dirt from the carpet. It also provides the perfect base from which allows steam to clean your carpet. We also deodorize to add a fresh fragrance and clean feel to your carpet. Aside from that, deodorizing also means your carpet requires less drying time and achieves a great result overall.

We provide professional steam upholstery cleaning in Auckland, Hamilton, Christchurch, and Wellington. We can do general upholstery cleaning, rejuvenation, stain protection, stain removal on fabric sofas and lounges, Ottomans, mattresses, dining chairs, and Lazyboy.

Cleaning depends upon your individual needs. We offer basic home clean, regular house cleaning as well as intensive deep cleaning and end of tenancy cleaning.

Premium Clean home clean-up covers all domestic work from cleaning bedrooms to bathrooms and living spaces to kitchens. The difference in a home clean-up from regular house cleaning is the period and frequency of the cleaner’s visits. For regular house cleaning, you have the option to choose between daily, weekly, or monthly.

If your home or commercial space needs more deep cleaning on a casual basis, sporadic house cleaning is the best service for you.
Premium Clean also offers an end of tenancy cleaning that caters to all of your cleaning needs as well as satisfies 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 and exterior house washing. To ensure you are getting the right service, you may visit www.premiumclean.co.nz/all-services/. 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.

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 the hourly cleaning. With this, you can customize your specific checklist and allow your cleaner to work on it depending on the time that you requested them to perform 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 did you not have enough resources to accommodate new customers after every check out due to the mess of the 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 clean, regular house cleaning as well as intensive deep cleaning and end of tenancy cleaning.

Premium Clean home clean-up covers all domestic work from cleaning bedrooms to bathrooms and living spaces to kitchens. The difference of a home clean-up from regular house cleaning is the period and frequency of the cleaner’s visits. For regular house cleaning, you have the option to choose between 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 an end of tenancy cleaning that caters to all of your cleaning needs as well as satisfies 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 the 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.o to ensure you are getting the right service, you may visit www.premiumclean.co.nz/all-services/. 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. 

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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!

Right now we are available to cater to areas such as Auckland, Rotorua, Palmerston North, Wellington, Dunedin, Christchurch, Hamilton, and Nelson. The good news is, we are working to make it available as well as to 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!

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.

Unless our cleaners reach out and inform you of possible delays, we guarantee that they will be right on your doorstep prior to the scheduled time. With this, they can maximize their cleaning time and be able to have a conversation with you prior to the execution of their job.

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About our Customer Support

We hear you! We understand that you want the job done right but you may not necessarily know how to communicate all of your needs or might have missed an area you wish to be cleaned.

With our review system, you can express your concerns regarding our cleaners and our services as well as ask for a cleaner replacement. 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.

You can call us at 0800 786 780 or drop us an email at support@premiumclean.co.nz. Otherwise, you can also feel free to connect with us through our social media and official website live chat. Rest assured that you will receive an immediate response as our support works 24/7 to cater to all your needs.

If you are not satisfied with our service, we wish to hear your concern. tell us in the automated review system and we will send a new cleaner within 48 hours. Part of our promise for a 100% guaranteed satisfaction is freeing you of additional charges.

We take pride in building successful relationships with our customers. We are helping people to save their 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 their service. You will receive multiple communication reminders throughout your booking for the service process.

Alternatively, you can download the premium cleaning app to keep track of your cleaner as well as bookings and payments. Our team is working 365 days a year and 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 i.e Call, Email, Webchat. We strive to resolve any issues on the same day.

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Before the Cleaning Service

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. On 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.

If you wish to cancel the booking, you may do so within 24 hours and it is going to be free of charge. Unfortunately, we charge a cancellation fee of $35 once your booking has been confirmed or the cancellation was done on the day of service.

We do this to cover any lapses that the cancellation may have brought to our cleaner’s schedule.

If you need more information, you can give us a call.

Our Credit Card payment method is fully encrypted to provide 100% safety to 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 only be charged once the service has been completed. Of course, we want you to be happy with our service that’s why we have the 100% satisfaction guaranteed. We encourage you to take a few minutes to fill in our automated review system so we can enhance our services for you.

In order to pursue booking, we need credit card services.

Do you wish to reschedule your cleaning appointment due to a conflict of schedule or other personal reasons? Regardless of that, we will surely help you find the best time we can visit your home.

You can contact us for rescheduling in three ways. First, you can simply send us a support email explaining your concerns. Second, log in to your Premium Cleaning account through our website. And third, use the features of our mobile application for an enhanced digital experience!

Please do not hesitate to contact us to reschedule your appointment. We will gladly serve you!

We acknowledge that all homes are different. With that, we put the decision into your hands. You can customize your own checklist, depending on what your home needs! Every cleaning service product we offer allows for special instructions which you can write together with booking. You can do this through the online booking form, the mobile application, or give us a call!

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During the Cleaning Service

As we have mentioned before, we have a top vetted, rigorous recruitment process, and our cleaners go through 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 ahead of time regarding where they can get the key.

Whether or not you’re at the space during your cleaning appointment is up to you! Upon booking through our website or the mobile app, you’ll be prompted to give us 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 through text message or email prior to the day of service to avoid the failure of cleaners to enter your home and begin their duties.

The answer is yes! Our cleaners bring their own cleaning equipment and tools. But if you want them to use your home cleaning equipment and cleaning chemicals, then you may do so. You can instruct our cleaners upon their arrival.

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Other FAQs

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.

  1. Go to Booking History
  2. Click the “Reschedule” button to the service you would like to change
  3. Click on the “Choose Your Service” where you can change the date and time

A notification of the change requested will be sent to the professionals, and you will receive a text and email confirming the change of date and time.

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.

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.

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.

To offer you 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. The payment will be held 24 hours prior to the booking. The system will deduct the payment automatically from the same registered card and a GST receipt will be issued after service completion.

You can get a quote here.

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 send us the promotional code through email at hello@premiumclean.co.nz. Please send us before the day of service and we will get this added on 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 & Conditionsapply.

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 that the cleaner will 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 the number of hours cleaning you want provided.

If you are quite unsure of the typical duration, we highly advise running through the cleaning needs of each room 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 both determine how long the job should take and what can be achieved in the timeframe you have allocated.

Of course, your satisfaction is our priority. Give us a call and we’ll give you some advice on how to make the most out of your cleaning service.

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Book a cleaner today

Get your weekend back with our regular, catchup or once off cleans.

Call our friendly team

0800 786 780

Or book online in 60 seconds
We hope you found everything you are looking for! If not, feel free to email us your queries at hello@premiumclean.co.nz or give us a call at 0800 786 780. We are happy to help you in any way, any time!