Frequently Asked Questions
FAQs
We’ve compiled a list of frequently asked questions to help you find the information you need quickly and easily. If you have a specific question or need further assistance, please don’t hesitate to contact us.
General Questions
We Clean. You Relax.
Bookneately is a professional cleaning company that makes it easy to book, schedule, and manage all your cleaning appointments online. Our cleaning professionals are fully insured, bonded, and thoroughly trained to deliver exceptional results.
Yes, absolutely. We make sure to only hire dependable cleaning professionals who demonstrate the utmost professionalism and have a clean background. We understand it takes a lot to trust someone with your house, so we do everything we can to put your mind at ease.
To ensure this, we run comprehensive local, state, and national background checks on every staff member during the interview and vetting process.
Cleaning Questions
We use and provide environmentally friendly supplies and nearly all equipment required for cleaning your apartment, with a few exceptions.
We do not provide:
- Specialty products, including, but not limited to:
- Wood cleaner;
- Bleach; or
- Paint remover
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 on their use.
Our cleaners bring a travel wet/dry mop that will be used on non-carpeted areas. We also provide our own vacuum cleaner.
Customers that don’t want to clean their entire house, please specify on the booking page.
We provide a customized post-construction clean for these types of situations.
Please contact us at email [email protected] to coordinate this and receive pricing information.
Yes, special instructions can be left for the cleaning professional when you schedule your appointment online. After the clean is complete, you can rate your experience and provide feedback submitting to [email protected]
- Neglected and/or overly soiled homes, areas, or items
- Cleaning pet waste
- Cleaning bodily fluids
- Cleaning outdoor windows or areas (exterior)
- Cleaning ceilings (Post-Construction service only)
- Hoarding
- Moving items over 20 lbs.
- Grout or mold cleaning
BookNeately Guarantee
If you’re not content with your cleaning, we will come out and re-clean (within a 72-hour window). Please give us a 24-hour notice after we had serviced your home.
Customers can request a re-clean by emailing [email protected] — as long as the appointment was completed within the past 24-hours.
Please include as many details as possible including photos pictures.
The re-clean appointment must be scheduled and completed within 48-hours of contact.
There is no specific limit on how many recleans a customer can receive. We want to ensure fair use of the benefit and guarantee a great experience every time. With that said, we reserve the right to require additional time and budget for future cleans and/or void the guarantee for future cleans (if requested excessively)
Appointments completed within the past 24 hours are eligible for the BookNeately Guarantee.
Not Eligible:
- Appointments completed more than 24 hours ago
- Items not included on 50+ Point Checklist
- Free cleans
- Recleans
- Homes not in standard condition (e.g. biohazards, hoarding, etc.)
- Extra services not booked for original appointment
- Post-construction/post-renovation cleans
- Move-out cleans
Billing & Payment
We accept all major credit and debit cards with a MasterCard, Visa, Discover Network, American Express logo.
We do not accept cash payments or checks.
All services are final and non-refundable but we will be more than happy to schedule a reclean service free of charge under our Bookneately Guarantee promise.
Please take photos and write us a brief description of any items or areas you are not happy within 24 hours of the clean. You can submit a reclean request by emailing us at [email protected]
All cards are processed after your scheduled appointment. You will receive an automated email with the transaction summary to notify you when and how much your card was charged.
Before your scheduled cleaning service, we will automatically pre-authorize your card. This activity is not a charge but a pre-authorization to verify a sufficient balance. This also allows us enough time to call you and fix any discrepancies before we arrive (depending on the bank this could show up as a pending charge). If there is an issue with the billing and we are unable to update your payment information, we will not be able to send a cleaning team to your home.
To switch your billing information, simply log into our online portal using your username and password and edit your billing information in the “Settings” section of the website.
Our website has an SSL certificate which is required to process electronic payments. Credit card transactions are processed by Stripe and is layered on their own 256-bit security protocol. Also, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very, very seriously.
Revitalize Your Living Space with Our Cleaning Services
Select a service, day and time that works best for you. Choose your preferred number of bedrooms and bathrooms. Reschedule your cleaning up to one full calendar day before your cleaning date at no charge.
- Instant quotes
- No obligations
- Book online 24/7