Neva Home Cleaning - HELP & FAQS
Have a look at the frequently asked questions on home cleaning & maid service.
How do I create Neva Home Cleaning account?
When you book service, an account is automatically created for you. To set up your account, click the link “Sign in” in your email confirmation, choose your password and you are ready to go.
Do you serve my area?
We serve most of Manhattan and certain zip codes of Brooklyn. Please check here: https://www.nevahomecleaning.com/pages/service-areas
HOW MUCH WILL the cleaning COST?
When determining your home cleaning cost, we recognize that every home is as unique as the homeowner. Neva Home Cleaning pricing is based on many factors including the number of bedrooms and bathrooms, square footage, pets, clutter, floor types, as well as, the number of people who live there. We operate on a flat hourly rate of $40/hour per cleaner, the number of hours of each service will be calculated using the information provided for you. Taxes may be applied to your booking. Please see our price rates on our Book Now page and Choose the service, the number of bedrooms/bathrooms, extra services and the price will be shown instantly on our website.
Do you bring your own cleaning supplies, products and equipment?
Neva Home Cleaning provides cleaning supplies for Move in/out Service, Post-construction Cleaning, Heavy and Filthy Condition Cleaning, Custom Cleaning. Please provide cleaning supplies for Standard and Recurring Services. We do NOT provide stepladder and toilet brush. If you would like us to bring Vacuum Cleaner, please choose it in Extras.
Can I request special tasks or extras?
Yes! Neva Home Cleaning offers Custom Cleaning. Personalized services are flexible. Please provide all the details what should be cleaned in the Notes or via Email.
MANAGE YOUR ACCOUNT
How do I log into my account?
You can log into your account by clicking login on the top of the page of Neva Home Cleaning’s website.
How do I change my password?
You can submit a password change request on the customer login page.
How do I change my address?
How do I change my credit card?
Log into your account and update your card on file. Your new card will automatically be noted as your default card. On the top right corner you will see your name. Click on it and choose Billing Info from Drop down menu.
How do I book my first appointment?
PRICING & POLICIES
Can I apply a discount to an existing appointment?
You can apply a discount to a future appointment by logging into your account. You cannot apply your discount to past appointment that is already completed.
What is the one-hour window of arrival?
Please note that we allot 1-hour arrival window to deal with the unpredictability of traffic, transportation delay, and other surprises. Make your schedule accordingly.
Reschedule or Cancel
Neva Home Cleaning has flexible rescheduling and cancelation Policy. Customers can cancel or reschedule an appointment any time if it's less than 48 hours prior to an appointment. Otherwise, the cancellation fee is $70.
If we have to cancel an appointment after cleaning ladies' arrival because of the unpredicted situation such as incorrect described condition, the existence of bedbugs, the access to an apartment is not authorized, the customer will be fully charged.
The Customers are responsible for cancellation and rescheduling of an appointment through the online account with Neva Home Cleaning.
WHY DO WE HAVE CANCELLATION POLICY?
This policy reimburses cleaning team members for blocking off their schedule for you. When you book with them, they do not accept other work during that time. If we had no cancellation fee, they would lose the income during that period.
There are no penalties or fees for canceling your service outside of the 48-hour window.
When I Pay for the Services
We accept credit or debit cards only. We no longer take cash or personal checks. Our online payments are processed by Stripe. Booking through Neva Home Cleaning is safe and secure, and we guarantee this. We place a hold (shows as "pending" on some statements), not a charge, from the time of scheduling to the time of the cleaning. By ordering services and submitting your credit card information, you agree to allow us to charge your credit card for the price of the services. Your credit card will be charged after the cleaning is complete. We may charge a $25 late payment fee in the case of a declining card not allowing our usual charge window.
It is tip included?
You are under no obligation to tip but have the option of doing so if you feel that you’ve received exceptional service. Neva Home Cleaning personnel are not permitted to solicit tips under any circumstances.
How Should I Prepare My Place
- Please add in the booking process or let us to know all necessary instructions for keys, alarms, door codes and pets before the day the cleaning person comes to your home. Also discuss in advance any special cleaning requests you have that may be particular to your home or your needs. This way, our cleaning person can come prepared and there are no misunderstandings about costs or the length of the visit.
- Pick up clutter. The cleaning service is there to clean, not organize unruly paperwork, toys, dishes or other clutter. If you get these things in order before the cleaning person arrives, you are saving them time and allowing them to better get down to business. Also, be sure to put away anything you would not want damaged during cleaning.
We do offer discounts for weekly, every other week and monthly services. For more information, please see Booking Page.
Pets & Animals
We love animals, but they don’t always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home . You can leave detailed pet instructions during the online scheduling process. Our company cannot be responsible for them.
Re-dos & Complaints
Any complaints or notices regarding the service performed by Pro Cleaning should be reported to the company within 24 hours from the date the service has been completed, this, for any re-do’s to be valid and considered. These reports should be sent to email@example.com with the customer’s name, address, contact information, date of service performed, and detailed description of each complaint or notice. Please note that refunds are not offered prior to a Re-Clean being accepted. A Re-Clean will only be completed within a 5-day window from your date of service, otherwise it will be considered denied. No refund will be offered if a Re-Clean is denied.
Schedule and Booking Changes
All schedule changes are handled directly with the company through firstname.lastname@example.org or calling (347) 941-0888, not with the Team that cleans the home. This helps avoid compromising to unavailable times since the team does not have full access to the company schedule system.
Excessively dirty policy
If the residency is excessively dirty and would not be able to be completed by our cleaners in a reasonable amount of time, we will discuss with you and charge more. The hourly rate is $40 per person if it’s basic or deep cleanings and $75 per person if it’s filth cleaning. Our cleaner will inform you about the additional time and fee that will be charged in your credit card after the service is done, please contact our customer team if you have some additional questions please visit Pricing Page or call (347) 941-0888.
TRUST & SAFETY
What is your 100% satisfaction guarantee policy?
200% Happiness Guaranteed! If you’re unhappy with your cleaning for any reason, simply let us know in the next 24 hours and we’ll re-clean for free.
Please note that refunds are not offered prior to a Re-Clean being accepted. Your alert has to be done within 24 hours post-cleaning. A Re-Clean will only be completed within a 5-day window from your date of service, otherwise it will be considered denied. No refund will be offered if a Re-Clean is denied.
What if I’m not there to let the cleaning person in?
That’s okay! Just leave us detailed entry instructions when you schedule your appointment online so we know how to gain access to your home. Your home will be locked when the cleaner leaves.
Do I have to be home while you clean?
You do not have to be home for your clean if the cleaning staff has proper directions for entering and exiting your home. Please input these instructions when booking your appointment.
Will the same cleaner or maid show up for all my appointments?
If you’re happy with your cleaner you had, we’re happy to send them to all your appointments. You just contact us to let us know and we’ll make it happen.
If the person is on a vacation or there is an emergency, another person will be sent.