Find answers about bookings, cleaning, organising, practical home help and NDIS services. Formal client terms and policies are available in our Client Information and Policies centre.

General

What areas do you service?

Goldilocks works across selected suburbs in Melbourne's north-east. Availability varies by service and schedule. Check the Service Areas page or send us your postcode.

How do I know which service to choose?

You do not need to choose perfectly. Tell us the outcome you want and the tasks involved. We will recommend the most suitable service or explain when a specialist is required.

How are prices confirmed?

We confirm the price or pricing method before work begins. It may depend on the service, scope, number of workers, minimum booking, travel, products, disposal fees and funding rules.

What are Goldilocks' Home Help and Support rates?

First Clean/One-off/Monthly clean

Minimum 3 hour clean from $195 and $70 per hour per cleaner thereafter.

Regular Cleans

Minimum 3 hour attention to detail cleans from $195 and $70 per hour per cleaner thereafter.

Deep Cleans/Spring Cleans

Minimum 8 hour top to bottom cleans from $480 and $80 per hour per cleaner thereafter.

Move In/Out Vacate Cleans

Minimum 8 hour cleans from $640 and $80 per hour per cleaner thereafter.

Home Organising and Decluttering

Minimum 3 hours from $240 and $80 per hour per Home Help Staff thereafter.

Home Help and Support

From $80 per hour per Home Help Staff

When is a booking confirmed?

A requested time is not confirmed until Goldilocks sends written confirmation and any required quote, agreement or deposit has been completed.

Limited time promotion terms and conditions:

ACCEPTANCE. By using or attempting to use a promotion offer, you agree to accept and be bound by these terms and conditions.
OFFER PERIOD. Promotions are valid only for the advertised period. Goldilocks Home Help and Support reserves the right to cancel or change any promotion at any time without notice and in its sole discretion.
CONDITIONS. Promotions are not redeemable for cash or credit, cannot be applied retrospectively, and cannot be combined with other offers or discounts, including price matching of any other retailer.

When will my Home Help Team arrive?

Your Goldilocks team will arrive within one hour either side of your scheduled time (e.g. between 9am - 11am for a 10am booking). If your Home Help Team is ahead of schedule/behind schedule on the day, Goldilocks will contact you by phone with an updated arrival time.

Will I have the same worker?

We aim to send the same worker or team for regular services wherever possible. Leave, illness and operational changes may require another suitable team member.

Do I need to be home when the Goldilocks Team arrives?

For cleaning services, it's entirely up to you - you can stay home, greet the team and leave, stay for the duration, or provide secure access so the team can lock up when finished.

For Home Organisation and Home Support Services, we recommend being home initially to discuss your needs, after which you may choose to stay or leave.

Can I leave a key for the Goldilocks Home Help and Support Team?

Yes. Many clients install a keysafe and share the code with us before the booking. Please note we do not store client keys off-site or bring them to bookings. All access must be via keysafe or entry provided at the time of the booking.

What do I need to do before my Goldilocks Cleaning Team arrives?

We recommend clearing clutter from bench tops, tabletops, and floors where possible. If that's not practical, your team will discuss your priorities and focus areas when they arrive to ensure we deliver the best possible service.

Do you clean skirting boards, trinkets, or internal windows?

Yes, your team can include these areas if mentioned when booking your clean. Skirting boards and internal window cleaning can also be included when additional time has been booked specifically for these extra tasks. Please let us know your preferences at the time of booking so we can plan accordingly.

What tasks require extra time or specific request at booking?

Housekeeping tasks such as changing bed linen, folding clothes, washing dishes, emptying kitchen or bathroom bins (and replacing liners), cleaning skirting boards and cleaning internal windows can be completed if extra time is booked or if these tasks are specifically requested when making your booking. This ensures your cleaner can focus on what matters most to you within the allocated time.

Will you clean display areas, fragile ornaments, or electronics?

To protect your belongings and our cleaners, we don't clean fragile trinkets, ornaments, or electronic areas such as TVs, computers, or entertainment units. We'll always do our best to clean around these areas safely.

What do I do if I notice any damage?

To help us take the very best care of your home, we kindly ask that you pop away any delicate, fragile, antique, heirloom or especially valuable items before our team arrives. While we always handle your home with care, accidents can occasionally happen. Goldilocks Home Help and Support will not be liable for pre-existing damage, discolouration, or wear and tear, or for any damage to items that are left out during your service. We may document these during your clean to ensure transparency.

If you do notice any damage after your clean, please Contact Us within 24 hours and send through a photo so we can look into it straight away.

What tasks are not included in your service?

For health and safety reasons, we do not clean:

Mould
Pet waste
Nappy bins
Bio-hazards
Fragile display areas
Electronics
Any areas that require a ladder or step stool to access

We also do not operate washing machines or dryers.

What happens if something I expected to be cleaned wasn't done?

If a task was not completed, it may not have been included in your booking instructions or is outside our service scope. Please check our policies for full details. If you're ever unsure or would like to discuss something about our services, please Contact Us and we'll be happy to help.

I have a pet, what do I need to do before my Goldilocks Home Help and Support Team arrives?

We love animals! However, for safety and efficiency, please let us know in advance if you have pets so our team can prepare appropriately. We ask that you keep any pets safely secured either in your backyard or in a room while your Home Help and Support Team conducts your service. We also ask that any pet toys, food bowls and kitty litter be picked up off the floor or packed away so that our team can provide you with the best clean possible.

We cannot clean pet waste or litter boxes.

Are any harsh chemicals used when cleaning my home?

Goldilocks uses eco-friendly cleaning products with no harsh chemicals. We use high quality micro-fibre equipment that deliver spotless results without compromising your family's health or the environment.

Will I have the same Home Helper each time?

In most cases, yes. We schedule regular services to ensure the same team attends whenever possible. However, illnesses, emergencies or holidays may occasionally mean another trusted Goldilocks team member attends your booking. Your usual helper will resume once available.

Do I need to confirm my regular service each week/fortnight?

No confirmation is needed. Your Goldilocks Home Helper will arrive within one hour of your scheduled time each week or fortnight. If you need to make changes, please contact us with at least three (3) working days' notice.

Do I need to provide any cleaning equipment?

No, we provide all products and equipment for every clean to ensure you receive the highest quality house clean, surpassing expectations every time. We use professional-grade, eco-friendly supplies to ensure your home is safe and spotless every time.

What is your Booking Policy?

Bookings can be made

via our website: Contact Us
or email: goldilockshomehelp@outlook.com
or phone: 0483 925 048.

To secure your preferred time and date, we recommend booking in advance, especially during peak periods.

All bookings are subject to availability and are only confirmed once you receive a confirmation message from Goldilocks Home Help and Support.

How do I reschedule or make changes to my booking?

We understand that life happens! Please provide at least at least three (3) working days' notice to change your booking. Changes to your booking include date, time or tasks to be completed.

Please contact us:

via our website: Contact Us
or email: goldilockshomehelp@outlook.com
or phone: 0483 925 048.

Rescheduling with less than three working days' notice may incur a fee equal to the cost of the originally booked service, as we are unlikely to re-fill your time slot at short notice.

We will do our best to find a suitable alternative time for you.

How do I contact Goldilocks about my booking?

If you have any questions or need to discuss anything about your booking, please get in touch with us:

via our website: Contact Us
or email: goldilockshomehelp@outlook.com
or phone: 0483 925 048.

How do I cancel my booking?

We require a minimum of three (3) working days' notice to cancel your booking. Cancellations made within three working days of your scheduled service will incur a fee equal to the full cost of the booked service.

To cancel your booking, please contact us:

via our website: Contact Us
or email: goldilockshomehelp@outlook.com
or phone: 0483 925 048.

This is to ensure fairness to our team members, whose time is reserved specifically for your appointment.

Please note: Frequent cancellations or reschedules may result in loss of your preferred time slot.

How do I pay for my service?

You will receive an invoice after your service, payable via EFT or bank transfer within seven (7) days. Cash payments are available upon request at the time of booking. Late payments may attract a fee or result in services being paused until your account is settled.

What if I am not happy with my service?

We stand by the quality of our work and welcome your feedback. Whether it is a compliment, complaint, comment or suggestion, it is important to us and can help us to provide a better service for you and for others. If we have missed something, please let us know within 24 hours of your service so we can make it right using our Feedback Form. If a re-visit is required, we will aim to provide a re-clean/re-service within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.

Are Goldilocks Home Help Staff police checked?

Yes. Every team member undergoes a full police check and careful screening before joining Goldilocks. We only hire staff who meet our high standards of professionalism, reliability and care.

Cleaning

Do you bring products and equipment?

Usually, yes. The quote will state any exceptions. Client-supplied products can be discussed in advance.

Do you use eco-friendly products?

We use reusable microfibre systems and selected lower-toxicity or low-fragrance products where suitable. We do not claim every task is chemical-free or risk free.

Do I need to tidy before the cleaner arrives?

No, but clearing accessible surfaces where practical lets us spend more time cleaning. If tidying is part of what you need, include it in your enquiry so enough time can be allowed.

Do you clean mould or biohazards?

No. Mould remediation, bodily fluids, sharps, pest waste and other hazardous conditions require a specialist service.

Can I ask my cleaner to use a ladder or step stool?

No, sorry. For safety reasons, our cleaners can only clean areas reachable by hand. Please don't provide or request that they use ladders or step stools.

Can you guarantee my bond will be returned?

No. We complete the agreed cleaning scope, but the rental provider or agent decides the bond outcome.

Organising and home help

Will you make me throw things away?

No. You remain in control of decisions about your belongings.

Can you take donations or rubbish away?

Sometimes, where agreed and safe. Vehicle limits, labour, travel and disposal fees apply.

Can you cook meals?

We can prepare simple agreed meals where the service has been accepted. You must provide accurate allergy and dietary information. See Service Specific Terms.

Do you provide personal care or medication support?

Not unless Goldilocks has specifically confirmed that service in writing. The standard service does not include personal care, medication administration, nursing or clinical tasks.

NDIS

Do you work with NDIS participants?

Yes. Goldilocks is an unregistered NDIS provider. If you self-manage your funding or use a registered plan manager, contact us to discuss whether we can provide the support you are seeking. We cannot provide NDIS-funded supports from the NDIA-managed part of a plan.

Do you provide services for NDIS Participants?

Absolutely! We have extensive experience providing Home Help services for NDIS Participants and follow the NDIS Code of Conduct. Please visit our Services Page, or contact us to discuss your support needs.

Is every Goldilocks service NDIS funded?

No. A service must be an eligible NDIS support for the participant and consistent with their plan and funding arrangement.

How is NDIS pricing set?

Pricing depends on the support item, funding arrangement, service agreement and applicable NDIS pricing requirements. We confirm rates before services begin.

Can a support coordinator refer me?

Yes, with your or your authorised representative's consent.

How do I make an NDIS complaint?

You can complain directly to Goldilocks, use an advocate or contact the NDIS Quality and Safeguards Commission. See Feedback and Complaints.

Access and Safety Policy

If our team cannot access your property (e.g. locked out, incorrect keysafe code, unsafe conditions), the full service fee will apply. We reserve the right to refuse service in situations that pose safety risks, including unsafe environments, aggressive pets, or bio-hazards.

Your privacy is important to us. Personal information is used solely for managing your bookings and delivering services. We never share or sell your details to third parties.

Service Time Flexibility

Cleaning times may vary slightly depending on your home's size, layout, and condition. Your team will always focus on your agreed priorities within the booked time.

Satisfaction Guarantee

We want every clean to be "just right". If something's not up to standard, please let us know within 24 hours and we'll make it right.

Policies & Frequently Asked Questions