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.
What is included in a standard cleaning?
IN EVERY ROOM WE
Clean accessible surfaces of dust and debris, organize, take out trash and recycling, vacuum (sweep) and mop floors.
IN THE KITCHEN WE
Wipe counter-tops and cabinet exteriors, wipe down appliances exteriors, clean the stove, clean inside microwave.
IN THE BEDROOMS WE
Make the bed.
IN THE BATHROOM WE
Scrub toilet, sink and shower (bathtub), clean mirrors and glass, hang or fold towels neatly.
How much will it 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, pets, clutter, floor types, as well as, the number of people who live there. We operate on a flat hourly rate of $25/hour per cleaner, the number of hours of each service will be calculated using the information provided for you. Please see our price rates on our Book Now page and Choose the service, the number of rooms/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 does not provide cleaning supplies and tools. If you would like us to bring supplies, additional charge is $25. Otherwise, clients should provide cleaning products. Clients must provide vacuum/broom, mop/ swiffer, and the toilet bowl brush.
Can I request special tasks or extras?
Yes, you can respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.
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.
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.
Why is the discount not working?
Some discounts are for first time customers only and some are for recurring customers only. In addition, some discounts are only one-time, and will not work for future service. There might be a couple reasons why a specific discount code no longer works. Please contact us if you have any questions.
What is the one-hour window of arrival?
Please note that if your time is a range that this is our arrival window to deal with the unpredictability of traffic, parking, and other surprises. Please note that we do allow a one hour window for arriving.
Reschedule or Cancel
If you would like to reschedule, please login to your account and select a new date if it is at least 24 hours before service. Alternatively, you can contact us and let us know. If you would like to cancel, please login to your account to cancel your booking. Please note that there is a $50 cancellation fee if cancellation is made less then 24 hours prior the appointment. Alternatively, please contact us and let us know.
Why do we have this 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 24-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 and bi-weekly services.
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 firstname.lastname@example.org with the customer’s name, address, contact information, date of service performed, and detailed description of each complaint or notice. Please note that any property or home that has not been properly maintained for an extended length of time will be subdued to revision of the Company’s management team before any redo is scheduled.
Returned Credit Card Fee
A $50.00 fee will be assessed for all cancelled and declined payments.
Schedule and Booking Changes
All schedule changes are handled directly with the company through email@example.com 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 $25 per person if it’s basic or deep cleanings and $69 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 (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 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.
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.