FAQ’s
Questions you may have
- The Top Clean satisfaction guarantee
- A trained team of two cleaners (one for smaller homes)
- All cleaning supplies (including vacuum cleaner)
- Property insurance keeps you and your belongings safe
- Incredible customer service by email, live-chat and telephone
- Amazing discounts for regular cleaning
HOW TO BOOK A CLEAN
How do I make a booking?
All you have to do is fill out our secure booking form, selecting the time and date that you want us to clean your home. It’s as simple as that and will only take you 60 seconds. Once you have completed your booking you will receive a confirmation email instantly.
What if I don’t want to book online?
That’s ok if you don’t want to book online – we have a dedicated Customer Service Team here at Qlean so just give them a call on 929-316-0005 or email us at info@qlean.nyc and leave your number and one of the team will call you back.
Do I need to enter my card details to book?
It is simple to amend or cancel your booking, you can either login to your account or please email us at info@qlean.nyc and we will take care of your request. Please give us 12 hours notice if you wish to cancel your booking otherwise there is a $50 cancellation fee.
How do I amend or cancel my booking?
Yes. We need to take payment information to book your appointment, but your card will not be charged until after your cleaning has been successfully completed. Guaranteed.
OUR CLEANING SERVICE
What services do the cleaners provide?
We offer three types of cleaning service. Basic clean which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. A Deep clean which is a more thorough clean which we recommend if your house hasn’t been cleaned professionally in the last three months. We can also offer you do move in/move out cleans which includes the spot cleaning of all walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services for apartments after renovation.
How do I know what has been cleaned?
All of our cleaners work to a checklist that we guarantee to complete. They work through your home, ticking off the tasks as they complete them. Once they have finished all of the tasks on the checklist they leave the checklist behind for you. That way you can be confident that all of the tasks have been completed to the highest TopClean standard.
Do you offer end of tenancy cleans?
Of course, we do! At Top Cleanwe call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving into a new home. Our cleaners work to a check list for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let us know.
QUALITY SERVICE GUARANTEE
What is the CleanHomeNYC guarantee?
We guarantee that you will be delighted by the results of your clean. If for some reason you are not just let us know within 48 hours and we promise to send a cleaner back to put it right for free. It’s as simple as that. We don’t pay our cleaners until after this time period, so there is no risk when you book a CleanHomeNYC.
ON THE DAY OF YOUR CLEAN
What time will the cleaners arrive?
Our cleaners will always try to arrive on time for your clean, however, do please allow 1-hour time window to take into account heavy traffic. We recommend if you need to leave your house for example by 11 am that you book your clean for 10:30 am to make sure the cleaners are there in plenty of time before you need to leave. We will give you a call if your cleaner is going to be late but please call the Customer Service Team on 929-316-0005
Do your cleaners bring their own supplies?
We will bring all the necessary cleaning supplies with a few exceptions:
- vacuum;
- conventional mop and bucket;
- step stool;
- toilet brush; or
Specialty products, including, but not limited to:
- heavy-duty bathroom cleaner;
- wood cleaner;
- stainless steel cleaner.
But we are happy to use these items if provided by you and left out in clear view for our cleaning staff and accompanied by directions for their use.
ABOUT YOUR BOOKING
Can I book a regular clean?
Yes, of course! Just select the frequency of your clean, monthly, bi-weekly or even weekly, when you make your booking. To say thank you we will even offer you a TopClean discount for booking a regular service. After your first booking, your future appointments will be automatically booked in so you can expect your cleaner at the same time every week, twice a month.
Can I book for any time?
Of course! We put you into control so you will be able to view and select available appointment times from our online calendar.
Can I make special requests?
Absolutely! We put you in control so if you have got a particular product you would like us to use in your kitchen or a precious vase you want us to avoid when dusting just includes the information in your booking. We will then pass these details onto the cleaner.
What happens after I make a booking?
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. Once we have assigned a cleaner to the clean we will send you another email with their name so you know who to expect. We also send text message reminders to you before the clean, to make sure you don’t forget!
How do I edit a booking?
It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish to edit your booking less than 24 hours before your clean then please call the Customer Service Team on 929-316-0005.
Do you offer discounts for regular customers?
Yes, we do. If you book a regular clean with TopClean you can get:
- 10% discount for a monthly clean
- 13% discount for fortnightly clean
- 15% discount for a regular weekly clean
OUR CLEANING SERVICE
What services do the cleaners provide?
We offer three types of cleaning service. Basic clean which is a lighter clean that covers all the important areas of the house, perfect if you book a regular clean with us. A Deep clean which is a more thorough clean which we recommend if your house hasn’t been cleaned professionally in the last three months. We can also offer you do move in/move out cleans which includes the spot cleaning of all walls and cleaning inside all of your cupboards. We can also offer you extra cleaning services for apartments after renovation.
How do I know what has been cleaned?
All of our cleaners work to a checklist that we guarantee to complete. They work through your home, ticking off the tasks as they complete them. Once they have finished all of the tasks on the checklist they leave the checklist behind for you. That way you can be confident that all of the tasks have been completed to the highest CleanHomeNYC standard.
Do you offer end of tenancy cleans?
Of course, we do! At CleanHomeNYC we call end of tenancy cleans move in/move out cleans because sometimes you need a really thorough clean when you are moving into a new home. Our cleaners work to a check list for move in/move out cleans which includes spot cleaning all the walls and cleaning inside all the cupboards but if there is a specific task you want your cleaning team to focus on then please let us know.
ON THE DAY OF YOUR CLEAN
What time will the cleaners arrive?
Our cleaners will always try to arrive on time for your clean, however, do please allow 1-hour time window to take into account heavy traffic. We recommend if you need to leave your house for example by 11 am that you book your clean for 10:30 am to make sure the cleaners are there in plenty of time before you need to leave. We will give you a call if your cleaner is going to be late but please call the Customer Service Team on 929-316-0005
Do your cleaners bring their own supplies?
We will bring all the necessary cleaning supplies with a few exceptions:
- vacuum;
- conventional mop and bucket;
- step stool;
- toilet brush; or
Specialty products, including, but not limited to:
- heavy-duty bathroom cleaner;
- wood cleaner;
- stainless steel cleaner.
But we are happy to use these items if provided by you and left out in clear view for our cleaning staff and accompanied by directions for their use.
ABOUT YOUR BOOKING
Can I book a regular clean?
Yes, of course! Just select the frequency of your clean, monthly, bi-weekly or even weekly, when you make your booking. To say thank you we will even offer you a CleanHomeNYC discount for booking a regular service. After your first booking, your future appointments will be automatically booked in so you can expect your cleaner at the same time every week, twice a month.
Can I book for any time?
Of course! We put you into control so you will be able to view and select available appointment times from our online calendar.
Can I make special requests?
Absolutely! We put you in control so if you have got a particular product you would like us to use in your kitchen or a precious vase you want us to avoid when dusting just includes the information in your booking. We will then pass these details onto the cleaner.
What happens after I make a booking?
Once you have completed your online booking you will immediately receive a confirmation email. This is there to reassure you that your booking has gone through. We will then contact our best cleaning teams to see who is available to complete your house clean. Once we have assigned a cleaner to the clean we will send you another email with their name so you know who to expect. We also send text message reminders to you before the clean, to make sure you don’t forget!
How do I edit a booking?
It is simple to edit your booking online. So if you change your mind and decide to add on an oven clean or choose to book a deep instead of a standard clean we can accommodate that request. If you wish to edit your booking less than 24 hours before your clean then please call the Customer Service Team on 929-316-0005.
Do you offer discounts for regular customers?
Yes, we do. If you book a regular clean with CleanHomeNYC you can get:
- 10% discount for a monthly clean
- 13% discount for fortnightly clean
- 15% discount for a regular weekly clean
BILLING AND PAYMENT
How do I pay?
We take your credit or debit card details at the time of booking, however, we will only collect payment after your cleaning service has been performed. We accept all major credit cards (including American Express) and debit cards for payment
When will my card be charged?
We will never charge your card before your clean. We will only take payment after your cleaning service has been performed. Guaranteed.
Is my card payment secure?
Yes it is, our payment technology is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about them on stripe.com
Will I be charged if I cancel my booking?
If you cancel your clean within 12 hours of the scheduled time, we have to charge you a cancellation fee of $50. If you re-book a clean with CleanHomeNYC then half of the cancellation fee will be applied towards your next service.
INSURANCE & KEYS
Do you have insurance?
Oh yes! Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk-free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.
Are your cleaners insured?
Of course, all of our cleaners are insured. Our comprehensive insurance cover delivers total peace of mind. We have made sure that trusting us with your home is as risk-free as possible. Accidents do occasionally happen but if they do we will ensure that everything is resolved as quickly as possible.
Do I need to be home for my booking?
No, you don’t need to be home whilst we clean your house. If you would like to leave the key with a doorman or somewhere secure then we can collect it. Just add instructions when you make your booking. On your first clean with CleanHomeNYC, we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on but we understand that isn’t always possible.
Can I leave my keys with my cleaner?
Of course, if you book a regular clean with us we will always assign the same cleaner to the job. If you would like to leave your keys with your cleaner they will keep them secure for your next clean.
FEEDBACK
How do I give feedback
We will send you an email once the clean is complete asking you for feedback. Please do take the time to complete this as we like to give our cleaners a bonus for receiving a five-star review. We promise to act on any feedback you send us as we are a young company trying to improve so please do share any suggestions that you have on how we can improve.
