How can we help?

Help & FAQs

Getting Started

How do I create a Maid2Match account?

When you place your first booking, a link to activate your account will be sent to the email address you entered when placing the booking. If you’d like to create a Maid2Match account without placing a booking, just go to the following link.

Do you service my area?

We currently service Auckland and Wellington City. Our standard service delivery area is within 25 KM of the CBD, outside of this will require a travel surcharge. If you’re unsure, feel free to contact us and we’ll let you know.

What is included in a standard cleaning?

Maid2Match has a cleaning checklist that your cleaning professional will follow. You can leave additional notes in your account after checkout either by contacting us, or by providing instructions during your cleaning.

In the Bedroom, Living Room & Common Areas..

  • Pillows Fluffed
  • General Dusting
  • Windowsills & Blinds Dusted
  • Knobs & Switches Polished
  • Baseboards Dusted
  • Doors & Outside of Drawers Cleaned
  • Mirrors Cleaned
  • Trash Emptied
  • Upholstered Furniture Vacuumed
  • Carpet (including stairs) vacuumed
  • Floors Swept & Mopped
  • Baseboard cleaned
  • Doors wiped
  • Entrance Glass Door Cleaned

In the kitchen..

  • Cook Top Cleaned
  • Overhead Fan Cleaned
  • Large Appliances Cleaned
  • Microwave Cleaned
  • Outside Refrigerator
  • Outside Oven
  • Clean Mirrors
  • Faucet & Sink Cleaned and Dried
  • Backsplash Wiped
  • Counter Tops Wiped and Dried
  • Chrome Fixtures Polished
  • Knobs & Switches Polished
  • Trash Emptied
  • Floors Swept & Mopped
  • Stainless Steel Polished
  • Cabinets Outside Wiped
  • Laundry Area Dusted & Wiped

In the bathroom..

  • General Dusting
  • Outside of Drawers
  • Mirrors Cleaned
  • Faucet & Sink Polished
  • Chrome Knobs & Fixtures Polished
  • Counter Tops Wiped
  • Bathtub & Shower Cleaned and Dried
  • Towels Neatly Folded & Hung
  • Trash Emptied
  • Toilet Cleaned & Disinfected
  • Floors Swept & Mopped

The following extra services are available if selected at checkout: Inside the fridge, inside the oven, inside windows, walls, move in/move out, and inside cabinets.

Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mold removal, deep stain removal, insect and pest removal, cleaning pet messes, cleaning blinds, and items that require heavy lifting.

How much will it cost?

Our pricing is based on a flat rate fee per room, with the ability to add extra items such as ‘Inside refrigerator’ cleaning. To view our prices, just go to our booking page and select your desired services. The cost will appear on the right-hand column.

Do you bring your own cleaning supplies, products and equipment?

Yes! If you have any of your own supplies you’d like us to use instead, just send us an email after you place your booking and we’ll be sure to accommodate for this.

Can I request special tasks or extras?

Sure! You can send us a message using our handy contact form, here.

 

What isn’t included in a standard cleaning?

Moving heavy objects, outdoor work, carpet cleaning, mold or infestation removal, deep stain removal, cleaning of pet messes, cleaning of blinds and cleaning of areas outside normal reach.

What’s included in a deep clean / end of tenancy clean?

Generally, everything you can see or touch. You can leave additional notes in your account after checkout either by contacting us, or by providing instructions during your cleaning.

All Rooms..

  • Walls are dirt/ stain free*
  • Baseboards cleaned
  • Inside windows washed (upon request)
  • Windows’ sills cleaned
  • Carpet vacuumed
  • Floors are mopped
  • Cobwebs are removed from corners
  • Doors are cleaned
  • Switch plates are cleaned
  • Light fixtures are dust-free
  • Vent covers are dust-free

In the kitchen..

  • Kitchen furniture cleaned inside and outside
  • Microwave is cleaned
  • Top of the microwave is cleaned and grease-free
  • Oven is cleaned inside and out (upon request)
  • Refrigerator is clean inside and out and on top (upon request)
  • Counter top is cleaned
  • Kitchen sinks are cleaned
  • Faucets are polished

In bathrooms..

  • Toilet bowls are cleaned
  • Sinks are cleaned
  • Mirrors are cleaned
  • Bathtubs are cleaned
  • Shower stall is cleaned
  • Undersink furniture is cleaned
  • Medicine cabinets are cleaned inside and outside

In other areas..

  • Washer and Dryer are wiped
  • Space between and behind machines are clean
  • Storage rooms are dust-free
  • Balcony is cleaned (upon request)
  • Garbage removed
  • Balcony door tracks are cleaned
  • Ledges are wiped
  • Banisters and handrails are cleaned

Available Extras (costs extra – please select from ‘Addons’ in the booking page)

  • Oven: Clean oven internally to remove all built up grease as well as clean exterior and polish any external chrome
  • Fridge: Clean and defrost refrigerator removing all grime, mildew and food deposits. Leave switched on.
  • Internal windows: Windows to be cleaned internally and left streak-free. Window sills to be wiped down.

Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mold removal, deep stain removal, insect and pest removal, cleaning pet messes, and items that require heavy lifting. Please note blinds are not included in a deep clean.

*To the extent allowed by the integrity of the paint.

 

Manage Your Account

How do I log into my account?

Please login to you account  at this link to make changes to your bookings or to schedule new service.  If you forget your password please select “I forgot my password” and you will be able to make password changes.  Alternatively, you can contact us here for any assistance.

How do I change my password?

Log into your Maid2Match account using the following link. After logging in, select your name in the upper right-hand corner of the screen. A drop-down menu will appear. Select the ‘Change password’ and enter your new password.

How do I reset my password?

You can reset your password using the following link.

How do I change my address?

Simply log into your Maid2Match account using the following link. After logging in, select the button labeled ‘Make changes’. Update your address as required, then select ‘Save changes’. Your address has now been changed.

How do I book my first appointment?

Booking is as quick, easy, and can be done in under 60 seconds. It’s as simple as completing the form on the booking page – simply enter your details (like name, address and contact number), tell us what you’d like to be cleaned, select your date and time and hit the big ‘Book now’ button!

Pricing & Policies

How do I use my discount code after I’ve already booked?

Simply log into your Maid2Match account using the following link. After logging in, select the button labeled ‘Make changes’. Enter your discount code into the field ‘Discount Code’, then select ‘Save changes’. If your discount code is valid, your discount will be be applied and your price updated.

Can I apply a coupon to an existing appointment?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

I bought a voucher and Maid2Match does not cover my area, what should I do?

No problem! Just let us know by contacting us here and we’ll happily refund you.

Why does a deep clean / move out / end of tenancy cost extra?

You’ll find that industry-wide move out cleanings cost quite a bit more, sometimes twice as much as a regular cleaning. The reason for this is there is quite a bit of surface area that has been hidden by furniture and the dust has accumulated there over the years. This takes sometimes twice as long to clean as an inhabited home. In addition, our move out cleanings include a lot more exposed baseboards, light fixtures, fans, inside oven, and additional effort that isn’t required in a standard cleaning.

Can the cleaner refuse to clean my house?

Prices on the booking page are an indication only.

If, upon entering and inspecting your home, the cleaner deems your house beyond the scope of cleaning, then a custom quote will be required and you will be contacted.

 

Extra charges

  • Extra charge (+20%) if there is mold or fly spots on the ceiling.
  • Extra charge (please contact us) if there is mold on the windows, or the windows are deemed particularly dirty and will require significant elbow grease.
  • Extra charge (+20%) if the inside of the fridge or oven is deemed particularly dirty
  • Extra charge ($100) for a mini-kitchen

If you are unsure, feel free to get in touch.

 

Do you do same-day bookings?

This depends on our availability. If we can accommodate your booking, this will incur an $80 surcharge.

Trust & Safety

Can I trust my cleaning professional?

All new team members are thoroughly checked – past employers are contacted, credentials are verified, and nobody with a previous record of misconduct is hired. We also perform a police check.

What happens if something goes wrong during my appointment?

We send you an email with a rating form after every cleaning. Please add details around what went wrong to this form, and we’ll do our best to make it right. Alternatively, contact us through our  help center, and someone from our Customer Happiness Team will get in touch with you shortly!

Is my billing information kept safe and secure?

Yes, your billing information is kept safe and secure – we will never share your information with anybody. Please see our privacy policy for more details.

Do the cleaning professionals go through a background check?

Yes. All new team members are thoroughly checked – past employers are contacted, credentials are verified, and nobody with a previous record of misconduct is hired. We also perform a police check.

What is your 100% satisfaction guarantee policy?

Very simply, if you are not happy, we’ll come back and re-clean what was missed, for free. No hassle :).

Please note that refunds are not offered prior to a Re-Clean being accepted. A Re-Clean will only be completed within a 7 day window from your date of service, otherwise it will be considered denied. No refund will be offered if a Re-Clean is denied.

Other services

Do you offer carpet cleaning services?

Yes! We have a number of certified carpet cleaning specialists on hand. Feel free to contact us and we’ll be able to give you a comprehensive quote.