ProperLink support

ProperLink connects residents in Australia with local cleaners — instant matching, upfront pricing, live tracking and in-app payment. If something is not working, or you are not sure how something should work, get in touch.

Getting an account

Residents sign up in the ProperLink app with an Australian mobile number and a one-time SMS code — there is no password to remember or lose, and there is nothing to apply for.

Cleaners apply at properlink.ai/apply. Cleaning work needs an application rather than a sign-up: we verify your identity documents, an Australian police check, public liability insurance and your ABN before your account is activated. You can check where your application is up to at properlink.ai/status.

We are opening suburb by suburb. If your postcode is not covered yet, the app tells you when you try to publish a job, and you can register your interest so we know where to go next.

Bookings

• Instant jobs are pushed to cleaners who are online near you, and the first one to accept takes the job. You see the price before you publish — there is no quoting and no haggling.
• Scheduled bookings are offered to nearby cleaners as soon as you publish, and offered again closer to the slot if nobody has accepted yet. What waits until nearer the time is the payment hold, not the matching.
• Once a cleaner accepts, you can watch them travel to you on the map and message them in the app.
• If nobody is available nearby, the app tells you before you pay.

Payments

Payments are handled by Stripe; ProperLink never stores your card number. Publishing an instant job places a hold on your card straight away; for a scheduled booking your card is saved when you book and the hold is placed closer to the slot. Either way, you are only charged after you approve the completed clean, or automatically 48 hours after the cleaner marks it done if you have not reviewed it by then. Prices include GST, and the total is shown before you publish.

Cancelling may incur a fee depending on how close to the booking it is; the app shows the amount before you confirm. If something went wrong with a clean, raise it from the job screen and we will look into it.

Cleaner payouts

Cleaner earnings are paid to your bank account through Stripe Connect. Once your application is approved you activate your account by verifying your application mobile number from the secure status link we email you. Finish your cleaner profile in the app and you can start accepting jobs. Stripe's identity and bank verification is what gates withdrawing your earnings, not accepting work, so you can complete it while you build up your first payout. Request a payout from the Earnings screen once a job is closed.

Deleting your account

You can delete your account from Account → Settings → Delete account in the app, or by email. See Delete your account for what is removed and what we are required to keep.

Privacy and terms

Read our Privacy Policy and Terms of Service. Privacy questions and complaints go to the same address, hello@properlink.ai; we respond to privacy complaints within 30 days.

Who we are

ProperLink is operated by ProperLink Intelligence Pty Limited (ACN 694 596 453), New South Wales, Australia.