INTRODUCTION
We value our customers and would like them to be satisfied with the cleaning service. As far as cleaning is a very personalized and subjective service, we developed these Terms and conditions so that you understand how we will provide our cleaning service to you. We will try our best to make our relationships as smooth as possible.
TERMS
Your use of this website is governed by the terms and conditions set forth below. By using this website, you agree to comply with and be bound by these terms and conditions. You may not use this website and should exit it now if you do not agree with these terms and conditions. Neva Home Cleaning can make changes to this website, including these terms and conditions, at any time without notice. You agree to be bound by the current version of these terms. The materials contained in this web site are protected by applicable copyright and trademark law.
SERVICES
Please read carefully the description of each service on a website www.nevahomecleaning.com
Items We Do Not Clean
Due to safety concerns, we do not allow our cleaners to do some work, and they are instructed to leave certain items untouched.
- We don’t allow our staff to move and/or lift heavy items/ kitchen appliances. If you would like us to clean behind large appliances or furniture, please move them prior to our arrival or during working.
- We do not provide exterior cleaning of windows; we do internal window cleaning only.
- We do not clean pet’s litter boxes or areas where your pets had an accident or vomits.
- We will take out no more than 1-2 Large Garbage bags. If you have more garbage bags than 2, we will apply for an extra charge of $50.
Hot and cold water
Please notify us if you do not have water in your apartment/house. Water is essential for our work; we will not be able to do cleaning.
Please notify us if you don’t have HOT water in your apartment/house.
Lights
We need good lights during cleaning. If you do not have lights at your place, you must notify us, otherwise the appointment may be cancelled and/or rescheduled. We are not responsible for the quality if there are no lights at your place.
PRICING
We offer hourly rate pricing for home cleaning services based on the size and condition of the apartment or house, though we reserve the right to adjust the price for fairness if your home is smaller or larger, or it has a heavy condition. We allow you to adjust our estimate as you see fit, though it may avoid our guarantee (see below).
The price is per hour per person.
Taxes may be applied depending on the service location.
Neva Home Cleaning reserves the right to modify service prices at any time without prior notice. All current prices are displayed on the booking page and can be checked at any time. By placing a booking, you agree to the pricing in effect at the time of your reservation.
GUARANTEE
Please note that refunds are not offered prior to a Re-Clean being accepted. Your alert must 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. No Re-Clean can be offered if the job was accepted by a customer. After we are getting a claim because of the poor quality of the service you must send us pictures of the places that were not cleaned properly, or we send a supervisor during a 5-day window. Make sure you acknowledge that someone may arrive to your place upon agreement. Please read our TERMS AND CONDITIONS for more details on a website www.nevahomecleaning.com.
This guarantee does not apply if:
- You alerted us to the issue of more than 24 hours post-cleaning.
- You were present during the cleaning and approved of the work on-site.
- You under-adjusted the original estimate we made through our website or over the phone.
CANCELLATIONS AND RESCHEDULING
Neva Home Cleaning has flexible rescheduling and cancelation Policy. Please make any schedule changes 48 hours before the day of service to avoid incurring a $80 cancellation fee.
If we must 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 charged in full.
The Customers are responsible for cancellation and rescheduling of an appointment through the online account with Neva Home Cleaning.
ASSIGNMENT OF CLEANERS
When you book with Neva Home Cleaning, you are booking the company’s services rather than an individual cleaner. For regular bookings, we do our best to assign the same cleaner to your home for consistency and familiarity. However, occasionally unforeseen circumstances — such as illness, vacation, or other scheduling conflicts — may require us to assign a different cleaner.
Such changes are not considered a reason to cancel or reschedule your cleaning. Please note that if you choose to cancel a booking because a different cleaner is assigned, our standard late cancellation fees will apply.
You can always see the name of your assigned cleaner in your confirmation emails (sent three days and one day before your scheduled cleaning) and in your account under “Upcoming Bookings.” We make every effort to ensure your service needs are met and to maintain your scheduled appointment.
PETS IN THE APARTMENT:
If you have pets in your home, please select this option. This allows us to:
- Assign a cleaner who does not have allergies;
- Allot an additional 1 hour for cleaning to cover pet hair, dishes, and other pet-related areas.
Important: This is the responsibility of the customer. Failing to indicate pets may cause delays or health risks for our cleaners. The additional hour ensures thorough cleaning and proper care for your home.
WEATHER CONDITIONS
In the event of extreme weather conditions your cleaning appointment will be rescheduled to the next available date.
KEYS AND ACCESS TO THE HOME
Our customers typically leave a key to their home with their doorman or front desk staff or in lockbox with detailed instruction how to find it and a code to open it. If you need to make other arrangements for our access to your home, please contact us. We are not responsible if the lock is defective and the cleaning staff cannot open the door and access your apartment or home; if the key got stuck in a lock and locksmith help is needed, the customer takes all the expenses to fix the lock.
ARRIVAL TIME AND ARRIVAL WINDOWS
Arrival times for our staff must be flexible to accommodate the time it takes to complete prior cleaning. We reserve the right to arrive at your home within a 1-hour window of the scheduled cleaning time on weekdays and 2-hour window time on weekends. For example, if the booking time is 1:00 PM, we may arrive between 1:00 PM and 2:00 PM on weekdays; or if the booking time is 1:00 PM, we may arrive between 1:00 PM and 3:00 PM on weekends. Many circumstances can affect our staff’s arrival time. We will try to accommodate requests for smaller windows but cannot promise staff will arrive at any specific time.
BILLING
PLEASE NOTE: A hold will be placed on your account (for authorization) in the amount of your total balance the evening PRIOR to your scheduled cleaning service. If your service is cancelled for any reason, this hold will drop off within 2-5 days. THIS HOLD IS NOT A CHARGE. Charging is completed the day of your appointment, and you will receive an invoice via email once this occurs.
Please note: if your credit card is invalid and after being notified you haven't updated your billing information, the appointment is not confirmed and will be cancelled.
CLEANING SUPPLIES AND TOOLS
Please Note that we DO NOT PROVIDE cleaning supplies for one-time Standard, Deep cleaning and recurring services. The Customer must pick it in extras if he/she would like our staff to bring it.
We DO PROVIDE cleaning supplies for Move in/out cleaning, Filthy cleaning, Custom Cleaning, Heavy Condition Cleaning and Post-construction cleaning. We provide Vacuum cleaner for these kinds of bookings if requested. Because of location extra charge for equipment may be applied.
We DO NOT PROVIDE cleaning tools such as Vacuum cleaner, stepstool or stepladder, toilet brush, paper towels.
PREPARATIONS FOR STANDARD CLEANING
Our standard cleaning supplies include regular type chemicals that are used in most homes today.
Supplies you need to have at your home when we come:
- Glass Cleaner
- Bathroom Cleaner
- Degreaser for kitchen surfaces
- Spray for stove top (oven if you need to clean the oven)
- Floor Cleaner
- Multipurpose cleaner (as an option)
- Microfiber cloths / Sponges / Paper Towels / Magic Erasers (as an option) / Brillo Sponges (optionally)
- Mop
- Toilet bowl brush
ACCIDENTS OR DAMAGES
We put all our effort to make our cleaning as smooth as possible and not to break or damage items, but accidents happen. In this case, we require you all irreplaceable items to be stored and/or not cleaned by our staff. You must notify us within 24 hours of service if damage is discovered. Our staff is instructed to call us if anything is damaged and to leave a note to you advising you about the incident. Please inform us if any items in your home are broken or improperly installed, such as blinds, tiles, curtain rods, picture frames, fixtures, sockets, towel bars, etc.
REVIEWS
We require 7 business days to solve any and all issues before you post feedback to non- Neva Home Cleaning platforms. This includes, but is not limited to Yelp, Google+. We work incredibly hard to take care of our clientele and we appreciate that this respect is mutual.
Changes and cancellations can be made by signing in to your account or emailing us at support@nevahomecleaning.com.
All the best,
Neva Home Cleaning Customer Happiness Team