• 5 west 37th street, New York NY 10018
  • 08.00 am - 08.00 pm

Frequently Asked Questions

Billing

  • What if I just had renovation work done?

    We provide a customized post-construction clean for these types of situations. Please contact us at 212 851 6134 or email info@bookcleany.com to coordinate this and receive pricing information.

  • Can I give specific instructions to the cleaners and ask for special requests?

    Special requests will only be honored if they are submitted to management. Cleaners are not able to take special requests at the time of the job.

  • What is the Cleany Guarantee?

    We stand by our quality service and offer 100% Cleany Guarantee on every cleaning service. If for any reason you are not 100% satisfied, please reach out within 48 hours via email or phone and provide any information you find helpful. We will gladly come back for a free reclean or discuss other alternatives to make sure you are fully satisfied. It’s the Cleany Guarantee!

  • How to request a reclean?

    Customers can request a reclean either by email info@bookcleany.com or by phone 212 851 6134 — as long as the appointment was completed within the past 48 hours. The reclean appointment must be scheduled and completed within 72 hours of contact.

    Please let us know where we fell short. Our customer service team will respond promptly.

  • What is your cancelation policy?

    We apply a $75 cancellation fee to appointments not cancelled within 24 hours of the scheduled appointment, unless that clean is a specialty clean. For specialty cleans (including but not limited to deep clean, post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not cancelled within 24 hours of the scheduled booking.
    To be clear, if you have a recurring service, you’ll still need to cancel an appointment within any particular appointment in order to avoid a cancellation fee, but you may cancel any later future appointments with no additional fee. Since we reserve this spot especially for you, the fee will be used to pay our cleaners that would otherwise be cleaning for another customer.

General

  • Does someone need to be present?

    Whether or not you’re at the space during your cleaning appointment is up to you! When you make a booking, you’ll be prompted to give us entry instructions. If you have a doorman or can hide a key somewhere, there’s no need for you to be home. Or, feel free to stick around during the clean. Whatever you’re most comfortable with is fine.
    In any case, please don’t forget about your appointments. We’ll remind you with an email or text message, but if the cleaner can’t get in the door by following your entry instructions, or if you aren’t home when you said you would be, you’ll be charged a lock-out fee.

  • Is Cleany insured and bonded?

    Yes, Cleany is insured and bonded. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 48 hours of when the appointment is completed either by email support@bookcleany.com or by phone (212) 851-6134.

  • Do you do green cleaning?

    Yes we do! Green cleaning is a free upgraded provided at your request. Please select Green cleaning at checkout or let us know when your booking and your cleaning person will bring supplies at no extra cost.

  • Does Cleany bring your own supplies?

    Yes! We bring all our own supplies so you don’t have to worry. If there are supplies that you would prefer us to use (for wood floors for example) feel free to let us know and we can use any supplies you leave out for us.

  • What does a Deep Clean include?

    Our Cleany deep clean is recommended for spaces that have not been cleaned in at least 3 months, move in/out clean or post construction clean. It includes your standard cleaning + more time for detailing inside fridge, inside oven, inside cabinets, deep bathroom(s), baseboards and radiators, interior windows & pet hair removal for those with furry friends!

  • What is a move in/move out cleaning?

    Our Cleany move in/out cleaning helps you settle in or out of your home with a fresh start or ending. Similar to our deep clean package, we clean everything inside & out!