Frequently Asked Questions and our answers

What happens after I make an inquiry?–+

As soon as we receive your inquiry via the form, email or phone, we will contact you immediately. We will then discuss the details of your apartment or commercial space, your individual wishes, and arrange a suitable appointment for the first cleaning service by phone or email. If you are satisfied with the cleaner, they will come to you regularly at the frequency you desire.

Who are the cleaners?–+

We connect you with reliable and experienced cleaners who work as independent service providers. We select the optimal cleaner for you based on your request and the information you provide. As soon as a service provider has confirmed your request, you will receive all further information by email or phone.

What does a cleaning appointment cost? –+

The agreed hourly rate already includes all costs, including travel (unless otherwise agreed). You only need to provide the cleaning products and materials, unless you book them as an additional service with us.

20% Savings - § 35a EStG

As a private customer, you can claim the invoice as a household-related service according to § 35a EStG and thus save up to 20% through the tax refund.

Will VAT be shown on the invoice? –+

This depends on whether the service provider uses the small business regulation according to §19 UStG. In this case, no VAT will be shown, but the price remains the same. In any case, you will receive a proper invoice, which will be sent to you by email at the beginning of the following month. Only for the first cleaning the invoice will be issued immediately.

How can I pay? –+

Please transfer the invoice amount to the account indicated on the invoice.

My friend has a cleaning lady for 15 euros per hour. Why are the prices higher at ONOVA? –+

Hourly rates of 15 euros are usually only possible through illegal work. At ONOVA, we only connect you with professional self-employed cleaners at fair prices. These already include all costs (e.g. taxes, social security contributions, liability insurance) in order to offer both our customers and the cleaners security and to ensure fair payment for high-quality work.

What tasks do the cleaners take on? –+

Every customer has individual wishes and needs. Tell us your ideas so that we can find the right cleaner for you. Typical cleaning tasks can be found on our website under "Services".

Do I have to be present during the cleaning? –+

Your presence during the cleaning is not required. However, we recommend that you personally welcome the cleaner at the first appointment, show them the premises and point out any special features.

How does the cleaner get a key? –+

If you would like to entrust your cleaner with a key, we recommend that you draw up a handover protocol and have it signed by both parties. The key handover can take place directly at the first cleaning appointment or at a later date.

What cleaning products are needed? –+

You decide which cleaning products should be used. The cleaners do not bring their own cleaning products and utensils. Please provide all necessary utensils or book our additional service.

Cleaning products and utensils usually include:

Cleaning products:

All-purpose cleaner
Glass cleaner
Grease-dissolving cleaner (e.g. dishwashing liquid)
Toilet cleaner

Cleaning materials:

Vacuum cleaner
Broom
Dustpan and brush
Mop and bucket
Cleaning cloths
Duster or dust cloths
Sponges
4 Microfiber cloths

I'm going on vacation or have to cancel an appointment. What do I have to do? –+

If you wish to reschedule or cancel a cleaning appointment, please inform us at least 48 hours in advance. In this case, there will be no cost to you. For cancellations at shorter notice, a fee will be charged. If you are absent for a longer period of time, you can also temporarily pause your appointments free of charge.