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Policies & Frequently Asked Questions

What are Goldilocks' Home Help and Support rates?

Regular Cleans 

Minimum 3 hour attention to detail cleans from $165 and $55 per hour per cleaner thereafter.


Deep Cleans/Spring Cleans 

Minimum 3 hour top to bottom cleans from $165 and $55 per hour per cleaner thereafter.


Move In/Out Vacate Cleans 

Minimum 4 hour cleans from $265 and $55 per hour per cleaner thereafter.


Home Organising and Decluttering 

Minimum 3 hours from $165 and $55 per hour per Home Help Staff thereafter.


Home Help and Support

From $55 per hour per Home Help Staff


When will my Home Help Team arrive?

Your designated Home Help Team will aim to arrive within 1 hour of your appointment time. If your Home Help Team is ahead of schedule/behind schedule on the day, Goldilocks will get in touch with you as soon as possible via phone to provide an updated estimate time of arrival.

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

For cleaning services, you can stay for the entire duration of the clean, or be home to let the team in and then leave while they conduct the clean, or you do not need to be home at all. You can leave a keysafe for the Team to let themselves in and lockup after they are finished.

For Home Organisation and Home Help Services, we recommend that you are home to discuss your help needs and it is up to you whether you stay or leave once the Team starts.


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

Yes, if you are not able to be home to let the Home Help and Support Team in, it is standard practice for our Clients to install a keysafe and provide Goldilocks with the keysafe code. Please note, Goldilocks do not accept keys from our clients for us to store offsite and bring with us to a booking. 

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

As much as possible, we recommend that you clear away any clutter off of bench tops and tabletops and any items picked up from your floor. Of course, if this is not possible, our team will discuss your home help and cleaning needs with you to make sure we provide you with the best level of service.

We also request that you place any delicate, fragile, antique, heirloom or valuable items you might normally have out on display into a cupboard or box out of the way before our cleaning team arrives. Our team take every care when cleaning, however, accidents can sometimes happen and Goldilocks is not responsible for any damage that might occur to items that are left out during your clean.

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

We love animals, however, 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. 

Are any harsh chemicals used when cleaning my home?

Goldilocks exclusively uses eco-friendly cleaning products with no harsh chemicals. We use high quality micro-fibre equipment that provide spotless results, superior to the results from using chemicals!

Will I have the same Home Helper each time?

Mostly, yes. We schedule our regular services in a way that endeavours to have the same team conduct your service each time. However, occasionally circumstances such as illnesses, emergencies and holidays may impact your usual Team's availability on a given day and an alternative Goldilocks Home Helper will be assigned to your booking. In most cases, your regular Home Helper will be reassigned to you when they are available again. 

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

Goldilocks is pleased to advise that you do not need to confirm your regular appointments the day before they are scheduled. Your Goldilocks Home Helpers will arrive within 1 hour of your regular scheduled appointment time each week/fortnight. 

Do I need to provide any cleaning equipment?

We supply all of our own products and equipment for every clean to ensure you receive the highest quality house clean, surpassing expectations every time.​ With our exclusive use of environmentally friendly cleaning products and no harsh chemicals, you can have peace of mind that your family are safe and the environment is protected.

How do I make changes to my booking?

If you would like to request a change to your booking such as the date, time or tasks to be completed, please contact us:

via our website: Contact Us 

or email: 

Please note: we require a minimum 24 hours notice of any booking change requests.

We will endeavour to accommodate any changes to your booking, however, unfortunately we cannot guarantee that your request will be able to be accepted and we will work with you on an acceptable solution.

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: 


How do I cancel my booking?

We have no lock-in contracts and you can cancel your booking at any time. To cancel your booking, please contact us:

via our website: Contact Us 

or email: 

Please note: we require a minimum 24 hours notice of all booking cancellations.

If a cancellation is requested within 24 hours of the booking time, you may incur a fee to cover the Home Help Staff's loss of wages. 

How do I pay for my service?

You will receive an invoice for your service which you can pay via EFT or bank transfer. Alternatively you can request a cash payment at the time of booking. 

What if I am not happy with my service?

We 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 you are not happy with the service you received, please get in touch with us using our Feedback Form. We will then get in touch with you and 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, full police checks are carried out on all of our cleaners and home help staff before they are hired. We carefully select every one of our staff and make sure they are capable of providing the extremely high level of service we expect.

Do you provide services for NDIS Participants?

Absolutely. We have extensive experience providing Home Help for NDIS Participants. Please head over to our Services Page to find out more, or please contact us to discuss your home help needs further.

More questions?

If you have any other questions, please get in touch with us and we would be happy to discuss your home help needs further. 

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