Question 1

How do I book?

Accepted Answer

Online in about ninety seconds. Choose your service, home size, frequency and a time; you'll see your exact price as you go. Prefer to talk it through? Call or text us during business hours.

Question 2

Will it be the same team each time?

Accepted Answer

Yes, and it's a promise we're proud of. Recurring clients are matched with a dedicated team who learn their home. If someone is ever unavailable, a trained backup who already knows your home steps in, and we tell you beforehand.

Question 3

How much notice do you need?

Accepted Answer

We can often accommodate bookings within 48 hours. For the best choice of days and times (especially for deep cleans and moves) we suggest a week's notice.

Question 4

Can I reschedule or cancel?

Accepted Answer

Yes. Reschedule or cancel up to 48 hours before your visit at no charge. Within 48 hours a fee of up to 50% may apply, except for emergencies.

Question 5

Do I need to be home?

Accepted Answer

Not at all. Many clients provide a lockbox, smart-lock code or a building key. Entry details are stored securely and shared only with your assigned team.

Question 6

How is the arrival time communicated?

Accepted Answer

You choose a two-hour arrival window at booking. On the morning of your clean you'll receive a message when your team is on its way.

Question 7

Is the price I see the price I pay?

Accepted Answer

Yes. Our rates are flat and based on your home's size, so the estimate you receive at booking is the price you pay. The only exceptions are post-construction and commercial work, where we confirm a flat price after a photo review or walkthrough.

Question 8

How much do I save with recurring service?

Accepted Answer

Weekly visits save 20%, every-two-weeks saves 15% and monthly saves 5% versus one-time rates, with no contract to sign.

Question 9

Do I need to tip?

Accepted Answer

Never required. Tips are always appreciated and go 100% to your team.

Question 10

Are supplies and equipment included?

Accepted Answer

Always. Your team brings premium products, HEPA vacuums and color-coded microfiber. If you prefer to provide your own products, simply tell us.

Question 11

What if my home is larger or messier than I described?

Accepted Answer

We'll talk to you before we begin, never after. If a home needs more than the booked service, we offer an option; you decide, with no surprises on the invoice.

Question 12

What products do you use?

Accepted Answer

Plant-based, low-VOC products selected for your surfaces, your family and your pets. We use fragrance-free options on request and never use harsh bleach on stone or natural finishes.

Question 13

What exactly will be cleaned?

Accepted Answer

Every service follows a written room-by-room checklist, which you can read on each service page. We'll also note your personal preferences in your home profile.

Question 14

How long does a clean take?

Accepted Answer

A standard clean for a 1,250 sq ft home takes about 2.5 hours with a team of two. Deep cleans, moves and post-construction take longer, and we'll give an estimate when you book.

Question 15

I have pets. Is that okay?

Accepted Answer

We adore them. We use pet-safe products, take care around food bowls and litter, and can add a pet-hair treatment. Please tell us about any nervous animals so we can plan around them.

Question 16

Do you clean windows and inside appliances?

Accepted Answer

Interior windows, inside ovens, refrigerators and cabinets are available as add-ons. Add them at booking, or ask your team on the day.

Question 17

Do I need to tidy before you arrive?

Accepted Answer

A light tidy helps us spend our time cleaning rather than organizing. We'll never move personal papers, jewelry or items on desks.

Question 18

What is the 24-hour guarantee?

Accepted Answer

If anything isn't right, tell us within 24 hours and we'll return to fix it, free. If we still miss the mark, you don't pay for the clean.

Question 19

How are your cleaners vetted?

Accepted Answer

Every professional passes a five-stage process: application, in-depth interview, national background check, practical skills test and a paid shadow period. Background checks are repeated annually. Fewer than one in seven applicants joins Nova.

Question 20

Are you bonded and insured?

Accepted Answer

Yes. Nova carries general liability insurance and workers' compensation. All team members are employees, not independent contractors. Certificates are available on request.

Question 21

What if something is damaged?

Accepted Answer

It's rare, but it happens. Tell us right away; we'll document it and handle it through our insurance, promptly and without argument.

Question 22

How do you protect my privacy and access details?

Accepted Answer

Entry codes are stored in an encrypted system, shared only with your assigned team, and can be changed at any time. Our team follows a strict code of conduct on phones, photos and your belongings.

Question 23

When am I charged?

Accepted Answer

A card is securely held at booking. You're charged after your clean is complete, never before.

Question 24

What payment methods do you accept?

Accepted Answer

All major credit and debit cards. Commercial clients may pay by ACH or invoice.

Question 25

Do I sign a contract?

Accepted Answer

No. Recurring service has no contract and no cancellation fee beyond our 48-hour notice policy.

Question 26

Can I get receipts or invoices?

Accepted Answer

Yes. A receipt is emailed after every clean, and itemized invoices are available for businesses, landlords and property managers.

Question 27

What if I'm not satisfied?

Accepted Answer

Contact us within 24 hours. We will re-clean at no charge; if it still isn't right, we refund the visit.

Booking

Pricing

The clean itself

Trust & safety

Billing

Questions,answered plainly.

Booking

How do I book?

Will it be the same team each time?

How much notice do you need?

Can I reschedule or cancel?

Do I need to be home?

How is the arrival time communicated?

Pricing

Is the price I see the price I pay?

How much do I save with recurring service?

Do I need to tip?

Are supplies and equipment included?

What if my home is larger or messier than I described?

The clean itself

What products do you use?

What exactly will be cleaned?

How long does a clean take?

I have pets. Is that okay?

Do you clean windows and inside appliances?

Do I need to tidy before you arrive?

Trust & safety

What is the 24-hour guarantee?

How are your cleaners vetted?

Are you bonded and insured?

What if something is damaged?

How do you protect my privacy and access details?

Billing

When am I charged?

What payment methods do you accept?

Do I sign a contract?

Can I get receipts or invoices?

What if I'm not satisfied?

Come home tosomething calm.