Help

1. Booking Online (4)

Do I need to enter my payment information?

Yes you will need to complete our booking form to enable us to understand your requirements.

You can also email or call us if you prefer on : 0207 294 7536

What areas in London do you clean?

We currently clean homes in all areas of South West London (postcodes we cover)

We also cover Richmond, Petersham, Ham & Twickenham.

How easy is it to book online?

It takes 60 seconds to book online.

Simply fill out our secure booking form and you will receive a confirmation email upon booking.

How do I select my appointment date/time?

On our booking form you can select the time and day you would like to have our team over.

2. Pricing & Payments (3)

What are your prices for cleaning my home?

We offer simple flat-rate pricing based on the number of bedrooms in your home.

You can view all our prices here (http://www.neathq.com/#services)

What forms of payment do you accept?

We accept all major credit cards and debit cards for payment.

 

Late Cancellation Fees

If an appointment is cancelled within 24 hours of the services scheduled date, a cancellation fee of £40 will be charged.

If you re-book then half of the cancellation fee will be applied towards your next service.

3. The Day Of Service (5)

How long will my cleaning take?

We generally estimate 1 hour per bedroom, but we do not specify a length of time for cleaning.

We clean until we are finished for a standard home within reason.

(For special cases like hoarders, pet waste, or extremely large homes, we may adjust the price amount for fairness).

How many cleaners do you send?

We assign the correct size of team needed to match the size of the property.

Do your cleaners bring their own supplies?

As each home is different we ask if you would purchase the supplies,

If you’re having regular cleans our cleaner will leave you a not when things are running low or they think an additional type of product is needed to make things shine more.

Do I have to be home for the cleaning?

No, just send us entry instructions on our online booking form or call us on (0)207 294 7536 we can then make that arrangement for you!

What is your 100% guarantee?

If you are not satisfied with your cleaning simply notify us within 24 hours and we will send a team back out to re-clean your home for free!

4. Recurring Services (1)

How do your recurring cleaning services work?

When you sign up for a recurring cleaning service we’ll be there like clockwork on the date and time you choose.

We will send an email the day before each of your cleanings as a reminder of your appointment.

For our monthly and fortnightly customers, we will also send a 4 day reminder prior to each service.

5. Insurance & Aggreements (3)

What Insurances do you have?

We have made sure that all our cleaners are insured against damage or breakages.

Our policy insures our cleaners upto 2million in costs.

All our cleaners are also covered under our public liability insurance so you can have peace of mind if anything was to happen to them whilst working at your property.

What is your Privacy Policy?

Please see our privacy policy here : http://www.neathq.com/privacy.

As a service company entering peoples private homes privacy is hugely important to us, all our staff are instructed on our strict privacy and confidentially policy and sign agreements with us before they are employed.

6 .Recruiting Process (2)

What is Your Cleaner Recruitment Process?

This is the normal way we recruit our cleaners :

  1. We use job seeking websites, and personal contacts to find cleaners, and we ask them to email us a some information about their experience.
  2. We then select the cleaners who appear to be the best.
  3. We have a quick telephone interview whereby we ask some general questions to get to know a bit more about them and their aims as a cleaner.
  4. When we’ve singled out the most motivated, hard-working and reliable and then schedule a face to face meeting.
  5. In this meeting we are able to discuss more about Neat, and we are no longer just ‘a cleaning company from the internet’. We think of ourselves as a team at Neat, and not as an employer, and thankfully cleaners are on the exact same wavelength as us and that’s how we work so well together.
  6. We then perform reference and security checks on the cleaner we have selected , and if they pass the check then they perform a test clean so that we can inspect their quality and instruct on the way we like things done the Neat way.
  7. If they are upto the standards we expect, we’ll schedule some appointments for them and welcome them to the Neat family.

How can I apply to work as a Neat cleaner ?

We would love to hear from you, please send your details to hello@neathq.com and we’ll contact you with more details.