Got questions? Look here. Frequently asked questions and answers.
How we’re handling COVID-19?
COVID-19 has raised awareness for many in terms of higher standards as it relates to cleanliness. We are pleased to inform you that our company had protocols in place from the inception to protect you, our customers and our teams equally. We have now paired our high standards and cleanliness with the Center for Disease Control and Prevention (CDC) protocols to continue to protect you and your families more effectively.
Being responsible and cleaning your home thoroughly and effectively is the only defense against the spread of COVID-19. We have also put in place weekly mandatory training sessions for our team members.
The use of disposable face masks, consistently changing disposable gloves, sanitizing and cleaning your hard surfaces, hot spots, and frequently touched surfaces; Placing disposable aprons, hats and shoe coverings upon entrance into your home and effectively washing hands for 20 seconds; Properly sanitizing and cleaning our tools and supplies after each appointment will continue to be a part of our company’s protocol.
Protect you and our team even further, we have implemented the following enhanced additional protocols:
Limited daily appointments.
Team member’s temperatures will be checked upon reporting for duty and again after each service appointment.
All team members will be dispatched with the use of a private driver to drop off and pick up at each service location:
Effective social distancing.
Proper Personal Protective Equipment (PPE).
Strict adherence to established PPE|Social distancing protocols.
Proper hand hygiene and proper handling and removal of PPE for maximum effectiveness.
We know this is a lot of information to receive all at once. And you may be wondering what this means to you and what you can expect throughout your enhanced service. We want you to be not only safe but comfortable with our new policies and procedures.
We will adhere to any special instructions you may have for us. These instructions can be communicated to us by email, over the phone, or by leaving us a note inside your home.
Below are the responsible steps that will be followed to provide you with the best possible and safe service:
We can call or text you when we arrive to allow you time to unlock your door.
Outside of your home, we will put on our PPE and gather our freshly and thoroughly sanitized cleaning tools and supplies.
Before entering your home, you and your family may seclude yourselves in one area of your home while we clean the rest.
Based on your needs and specific requests, we will thoroughly clean your home and provide enhanced sanitizing services to clean your home effectively.
We will announce when your cleaning service is complete, and then we will depart from your home.
We will remove PPE outside of your home following established guidelines.
We hope that you and your family are safe. We are happy to discuss any of the above information with you. And are available to accommodate any additional requests. As always, we’re here for you. Please feel free to reach out if you have any questions or concerns.
How do I schedule a clean?
It’s simple and easy. Visit any one of our services and click on the book now button and securely schedule your appointment with ease. You will receive an email confirmation within seconds of scheduling your appointment, 24 hours before your appointment date, you will also receive an email reminder.
What is your hours of service?
Our hours of service are 8:30 AM to 6:30 PM / Monday – Saturday.
What neighborhoods do you serve?
Currently serving NYC! You can view zip codes on our booking page. If located in Brooklyn or Queens, contact us about services.
Do I need any supplies or equipment?
No. We bring all of the necessary eco-friendly supplies and equipment. Vacuum cleaner, swiffer, handy wipes/cloths, trash bags, eco-friendly green cleaning products, etc. Maid Of New York prides itself on providing 100% green cleaning services. We proudly use and endorse Mrs. Meyers clean day products. If there are certain supplies, you prefer to use, simply let us know, and we’ll use any products you leave out for us. Kindly view terms-of-service on supplies and equipment.
Are you bonded and insured?
Yes. Backed by an industry-leading $1,000,000 General liability Insurance. In the unlikely event that an object is damaged our employees are instructed to fill out an “Accident Report” after which point someone from our management staff will contact you.
100% Satisfaction guaranteed?
Our goal is to deliver the most amazing cleaning experience in your home. We are so confident you’ll love our service we offer a 100% guarantee. If you are not completely satisfied, contact us within 24 hours, and we’ll come back and make it right.
Can I trust your teams?
Absolutely. All our teams are highly trained, background and reference checked, as well as insured and bonded. Our training period typically lasts up to four weeks, and all of our professionals are full-time employees of Maid Of New York, not contractors.
How do I leave special instructions?
On the day of booking your appointment leave us a message in the note section. You can also call, email, or just leave us a note in your home.
Do you offer gift certificates?
Yes, we do! Whether it’s for Mother’s Day, Valentine’s Day, a birthday or anniversary, or even to help a friend through a difficult time. Whatever the occasion, our gift certificates can be sent straight to the recipient or to you. Contact us for information.
Do I have to be home?
No, you can leave the keys for us to get in, and we’ll take it from there. Some of our customers prefer to leave their key with the doorman or other. If you book online, you can tell us where the keys will be in the notes section; otherwise, just give us a call.
Do your maids speak english?
Absolutely. All of our maids speak english.
Do I need to prepare for my clean?
We do ask you to take a few minutes the night before to pick up personal clothing, toys, and other household items. The fewer items we have to pick up, the more we can concentrate on cleaning.
What if I have pets?
Our maids work safely around pets, and all our cleaning products are non-toxic and harmless. However, if you would like to give us specific instructions regarding your pets, please do so.
Who is going to clean my home?
Our teams are highly trained professionals. Service includes 2 people for the initial first clean. Recurring subscription service consists of 1 to 2 people. Contact us if you have additional questions.
Will I always get the same team?
Our goal is to have the same team clean your home every time. However, circumstances like sickness, weather, holidays, and accidents might cause a different cleaner to clean your home.
Flat-rate vs square footage?
Flat-rate pricing is a fixed price.
Square footage rate is done by home size.
Please Note – Flat-rate and square footage rate pricing includes a team of 2 people.
What payments do you accept?
We accept all major credit cards and debit cards (visa, master, discover, and american express). We do not accept cash or checks. However, you can tip your team for services with cash or by checks.
When does my card get charged?
Your card will be charged on the day of booking your appointment.
How long do it take to get a refund?
Whether it’s a full or a partial refund, it generally takes 7 to 10 days.
Do I pay for additional baths?
A total of one bathroom is included with our flat-rate service. Additional bathrooms can be added as extras when booking. Please round all half baths up as we want to ensure the proper amount of time and quality.
How can I change my service?
You can make changes by contacting us.
Additional rooms in pricing?
A study, office, playroom, tv room, or any other alternately purposed bedrooms are factored in as an additional bedroom in pricing. Kindly select the correct home size. We do not substitute in sizing! All appointments are verified via zillow.com and streeteasy.com for sizing.
Cleaning type and time?
Your clean may take more or less time than estimated.
On the day of service, your team will give you a more accurate estimated time based on the condition of your home. Additional time is added if extras are selected when booking.
Please note:If the condition of your home does not fit under our recommended cleans. The team will inform you of upgrading to a customized rate at $1.50 per square footage.
Home sizing and type?
We offer Studio, 1, 2, 3, and 4 bedrooms with up to 4 baths in sizing for apartments. Please Note: For larger homes, custom jobs, private houses, loft, duplex, brownstone, and townhouse. Our customized rate is $1.50 per square footage. Contact us if you have any additional questions.
Suppose your home does not fit under our recommended home size. The team will inform you of upgrading to a customized rate of $1.50 per square footage for larger homes.
Should I tip for service?
Yes. Please do; this is a compelling way of expressing your appreciation and thank you. Customers have the option to tip online when booking or in cash/check the day of service.
How it works?
Step 1, 2, 3:
Select your subscription type when scheduling your service.
A service rep will contact you to pick the desired day and time.
Start enjoying exclusive benefits from the second clean onwards.
20% Off upkeep clean weekly
15% Additional off any deep or full clean upgrade
Free cleanup clean upgrade every four cleans
Free anniversary upkeep clean each year
15% Off upkeep clean bi-weekly
10% Additional off any deep or full clean upgrade
Free cleanup clean upgrade every eight cleans
Free anniversary upkeep clean each year
Please Note – Our cleaning team consists of 1 to 2 people. Have any subscription questions? Kindly give us a call.
When is billing done?
Billing is done seven days in advance before your appointment date.
Rescheduling my appointment?
If you would like to reschedule your upcoming scheduled appointment. Please contact us 24 hours in advance to reschedule.
Skipping of appointment?
If you would like to skip a cleaning (as opposed to rescheduling), your next appointment for service will be billed atfull priceto bring the home back up to the recurring/maintenance level.
Can I change my subscription?
Absolutely. Contact us to make any changes.
What if I'm moving or changing apartment?
Awesome and congratulations. We’ll adjust your recurring service to your new home size and service pricing.
Do I have to be home for service?
No. You can provide us with a set of keys to keep on file or leave your keys with the doorman.
If my appointment falls on a holiday?
We will do our very best to schedule your appointment before the holiday or the next available day.
How can I tip my team?
On the day of your recurring service appointment, you can tip your team with cash or a check. Or contact us to tip by credit card.
Can I stop my recurring service?
You may cancel your recurring service at any time. No questions ask!
You can cancel any appointment 24 hours before your appointment date. Customers failing to provide Maid Of New York the courtesy of a 24 hours notice of cancellation will be charged a fee of $49 for late cancellation.
You can make any schedule changes 24 hours before your appointment date. Later than that, and there is a fee of $49 for late rescheduling. Kindly view terms-of-serviceon rescheduling.
Same day cancellation fee?
Cancellation or rescheduling 24 to 2 hours before the appointment time, a fee of $49 will be charged for same-day cancellation and/or rescheduling.
Short notice cancellation fee?
Because we reserve a time specifically for you while turning potential customers and businesses away. Any cancellations less than 2 hours before your appointment scheduled time will be considered as service rendered. We will not be able to issue any refund for services.
Missed appointment fee?
Our professionals are always on time or before your scheduled time. If your team arrives for a scheduled booking, but they’re unable to gain entry or get started. A missed appointment will be considered as service rendered and we will not issue any refunds for missed appointments.
If our team is either turned away at your door or simply unable to gain access to your home upon their arrival, an attempt will be made to contact you for assistance. If you cannot be reached or you refuse service. Such a scenario shall be viewed as a lock-out/missed appointment and will be considered as service rendered and we will not issue any refunds for lock-outs and missed appointments.
Services not offered?
Due to insurance liability, we do not provide the following services:
Rotating of mattress
Pet and animal waste
Mold and rust removal
Reaching high surfaces
High ceiling fans & light bulbs
Moving heavy furniture
Patio or balcony cleaning
Don't see your question here? Contact us. We'd be delighted to assist you with any questions you may have.