Move Out FAQ

What is the End of Tenancy or Move out Cleaning ?

When the Tenants or Owners are moving in or out of a property, they will require a deep
cleaning (Thorough cleaning) of the property. So it’s representable to the tenants or owners.

Do I need to do the Cleaning ?

Yes, if you do not leave the property in a clean and tidy condition you may lose your bond
deposit. The owner or estate agent will keep your deposit in order to pay their cleaning company
to carry out the clean.

Do You Guarantee we will get your Bond back ?

Only if it is in regards to the cleaning we provided. We cannot guarantee your deposit back if you have damaged something for example. If there is a problem with the cleaning services we will, of course, return and re clean the area in question, free of charge. We provide 72 hours of guarantee period after a clean day to your landlord or to the estate agent to come back to you if they have any cleaning concern.

How Do I book ?

There are many ways to book with us, the best way is from the website (Fill Move Out Form), can book under Contact us tab, you can book over the phone {0800 786 780}, Via email, {info@nzcleanmaster.co.nz} or even facebook.

Do you clean in my geographic region/area?

Our services are available in the Auckland Region (35 KM), Hamilton region (20 KM) and Tauranga region (30 KM). If you are not sure if this includes you or you live outside these regions, contact us now.

Do you provide the cleaning gears ?

Yes, Cleaner will come with the Best Materials & Equipment.

How do I pay ?

NZ CLEAN MASTER is a cashless company. We have Credit card facility to our customers without any surcharge. Our payment methods are fully encrypted to provide 100% safety to you.You can bank transfer as well. No Cheque or cash is acceptable. Customer has to make the payment 48 hours before the booking date.

Is GST including ?

Our Quote is not including GST. You will get payment receipt with GST to show it to your landlord or to Property Manager. (Total quote price plus GST).

Do you have guarantee if , I am unhappy ?

Yes, If any reason, you, your landlord or your Estate agent are not happy with anything, we will of course return free of charge. We provide 72 hours of guarantee period after a clean day to your landlord or to the estate agent to come back to you if they have any cleaning concern.

When are you available ?

We are Very flexible, we can do a clean on short notice, our start times are from 08:00- Late if needed. We work on Weekends and All bank holidays for no extra charge.

Do you have Cancellation Fee ?

A 24-hour notice is required if the Customer wishes to Cancel, Re-Schedule or Amend a Booking. The Customer Agrees to pay $40 of the Total if He/She wishes to Cancel or reschedule less than 24 hours prior to the Scheduled Appointment. In the Event the Cleaners
are asked to leave, Nobody is at the Property, or there is No Water and/or Power at the Property, Customer agrees to Pay Full Price.

Is the oven included in the checklist ?

Yes. The Oven Cleaning is a very important part of the End of Tenancy Cleaning, We put a lot of focus on the Oven.

Do you Degrease the kitchen appliances ?

Yes, using special products we de-grease all appliances, cupboards, wall tiles, extractor, hobs etc.

Do you Clean Window Glasses ?

Yes, We clean window glasses inside and outside window glasses where possible and safe.

Is Carpet Shampoo is included in the Quote ?

Yes, We provide carpet shampoo services in the quote.You don’t need to look around to other providers. Our quote has got complimentary carpet shampoo services (Only in Auckland and Hamilton currently). However, There would be an extra charge for Carpet stains removal. You need to let us know at the time of booking if you wish to get the quote for carpet stains.

Is there any Hidden Charge ? How many hours do you take ?

Once you accept the quote and you are happy with the checklist there would not be any extra charge. We don’t quote our customers based on the hours. Time depends on the size of the property and how dirty it is. All properties are different. To maintain the quality of the work we
don’t charge the number of hours. The prices are based on the offered tasklist.Move out cleaning is heavy duty task. On a clean day, cleaner can give you an estimate before starting the clean after a site visit.

Is the upholstery cleaning, Blinds are including ?

No, There is additional charge for a Blind clean up or upholstery cleaning.

What are my Responsibilities?

Yes, Electricity, Hot water and Parking are customer responsibility. We expect that the customer should have completely moved out from the property, so cleaner can carry their work without any interruption. We expect you to take your rubbish out because it’s hard for the cleaner to identify the rubbish. Defrost your Freezer overnight (if needed). Cleaners don’t carry the rubbish with them, they will dump at the property bin if any.

How do you gain access if, I am not available ?

If possible you can leave keys with concierge or neighbour. We can even pick them up from Estate agents and drop them back. Or simply leave the property when have finished. Ensuring all windows and doors are closed and locked where possible.

Do, I need to be at the property throughout the clean ?

No, You do not have to be present during the clean, you can allow access. We would like you to come back before cleaner sign out from the property to do the final inspection to ensure you are happy with the service.

Do your Cleaners speak English ?

Most of our Cleaners Speak very good English, Some just Basic. But you needn’t worry you can always contact the Office if you have any questions.

Do you offer any Garden Services in the End of Tenancy Package?

Yes, We do provide 10% off on the Garden services quote to our Move Out sign up customers. To make it easy customer can pay one invoice. Currently, we are providing this services in the Auckland Region only.

Do you clean Mould or Wall wipes, Ceiling wipe in the End of Tenancy clean ?

Mould cleaning is an extra cost. We do clean wall spot marks if any, but if you require full wall wipes or Ceiling fly or ceiling wipes need to be an extra charge. Please refer to the link to see what is including in the MOVEOUT quote.
(http://www.nzcleanmaster.co.nz/wp-content/uploads/2016/07/End-of-Tenancy-Clean_NZCM_n
ew.pdf)

What happen if anything is Damage?

Our cleaners are Fully Insured, if anything is accidentally broken, we will pay for it or team of builders will repair damages if needed. This doesn’t affect the price or payment of the clean itself.

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