Neatly Cleaned Service Agreement
Neatly Cleaned reserves the right to modify any portion of its service agreement without prior notice. By availing of Neatly Cleaned services via phone, email, or website, the client agrees to and accepts the terms of the service agreement.
We are committed to ensuring your happiness with our services. Our satisfaction guarantee assures you that if you are dissatisfied with any aspect of our service, we will revisit your property to re-clean the area within 24 hours. Kindly get in touch with our office during normal business hours as soon as possible.
Neatly Cleaned ensures that all of its employees undergo extensive training to learn all aspects of the company's meticulous cleaning standard. This training equips them with the knowledge of what is expected and required during every cleaning visit. To provide you with peace of mind and protection, all of our employees undergo a nationwide background check, reference check, and drug screening as part of the hiring process. Additionally, all employees are covered by our workers' compensation policy, liability insurance, and bond.
To book any of our services, payment must be made in full at the time of booking through a credit card. However, we may accept a deposit in some cases. We do not accept cash or check payments, except for recurring property cleaning subscriptions. It is mandatory for all customers to provide a valid credit card for payment.
At Neatly Cleaned, tipping is not compulsory, but if you would like to show appreciation for our hard work, you are welcome to leave a tip. Please include the tip with your payment, and our management will ensure that it is distributed fairly. A written note expressing your gratitude means a lot to us as well. We value your business and strive to remain eco-friendly, therefore, all sales receipts will be emailed. If requested, receipts will be emailed on the following business day after the services have been rendered.
To cancel or reschedule any scheduled appointment, we require a minimum of 2 business days' notice. If you cancel or reschedule with less than 2 business days' notice, a cancellation fee of $30 will be charged. We strictly adhere to our cancellation/rescheduling policy and kindly request that you honor it.
Several factors, such as cancellations or lockouts, can impact our schedules. If we happen to be running behind schedule for your appointment, we will contact you promptly and inform you of our new expected time of arrival.
We reserve the right to modify our rates at any time and will notify you accordingly. As the requirements or conditions of your property evolve, you may receive a price increase. For regular maintenance cleaning, prices are fixed for a period of 12 months. If a client discontinues our service and then reinstates it after a 3-month period, the original price is not guaranteed, and a new rate may be assigned.
Our pricing can be obtained via phone or email for your convenience, and we do not mandate an in-property estimate. Our proprietary software allows us to provide pricing for our services based on various factors such as the size of your property, the number of rooms, work hours, location, and past client data. The price may be subject to change based on the condition of your property upon arrival.
If there is no free public parking available within a one-block radius of your property, it is the responsibility of our customers to provide our cleaning associates with one of the following options, which must be within the same one-block radius: a permitted parking space (personal or public), a valid parking permit, or cover all parking fees incurred during the cleaning service. If our cleaning associates cannot find a parking spot within a one-block radius and the customer cannot provide one within 15 minutes, the appointment will be canceled or rescheduled. If this occurs, a $30 cancellation fee will be charged.
Due to the personalized and subjective nature of cleaning services, we are unable to provide refunds to our customers. However, our goal is to ensure 100% customer satisfaction. If any task was not completed to your satisfaction or was missed during our visit, please contact our office and we will revisit your property to re-clean the specific area or task at no additional cost to you. Please note that gift certificate purchases are non-refundable.
Keys and Alarm Systems
At Neatly Cleaned, we understand that our customers sometimes entrust us with a copy of the key to their property. We take this responsibility very seriously and have implemented strict security measures to protect each key. We store all keys in a secure key safe box and never return them by mail. To ensure maximum safety, we require customers to personally collect their keys and provide a picture ID as proof of identity. If your property has an alarm system, we appreciate receiving instructions on its operation. However, we kindly request that you disable your alarm on the day of the cleaning to avoid any issues. Please note that a lock out fee of $30 will be charged if our cleaning associates are unable to access your property due to any reason.
In case you prefer to be present during the cleaning service, kindly note that we provide arrival windows. Our cleaning associates will arrive within the designated arrival window. It is expected that you will be present or have arranged for access to your property during this time frame. In the event that we are unable to gain access to your property within the scheduled arrival window, we may have to cancel or reschedule the appointment and a cancellation fee of $30 will be charged.
We love pets and welcome them into your property, but we kindly ask for your assistance in ensuring their safety during cleaning days. Please inform our office of any special requirements or instructions for safeguarding your pet(s). For health and safety reasons, our staff will avoid cleaning certain areas or items, including pet beds/homes, litter boxes, vomit, and/or fecal matter. Our teams will clean around these areas. In the event of any accidents, it will be your responsibility to clean it up.
To prevent any accidental damage or loss of items, we recommend that you secure and store any valuable or irreplaceable objects, including but not limited to heirlooms, collectibles, and expensive items. If there are any specific items that you prefer us not to handle or clean, please inform us in advance. Please also ensure that money, credit cards, and checkbooks are secured. Please note that we cannot be held responsible for missing currency.
We make every effort to train our cleaning professionals to handle your belongings with care. However, on rare occasions, accidents may happen, and something may be broken or damaged. If you notice any damage to an item, please report it to our company within 24 hours of the service being completed so that we can investigate the issue.
In the event that we damage something during the service, we will inform you right away. We reserve the right to repair or replace the damaged item. Please note that we cannot be held responsible for items that were damaged due to improper attachment or securing, such as a hanging picture that was not properly fastened or an item that was propped against a surface.
If you have glass shower doors, toilets, or faucets that are not completely secure, it is your responsibility to inform us before the service. If our team discovers that any of these items are not securely attached during the service, we will notify you of the risk immediately. At that point, you can either decline service for that item, or we can proceed with service at your discretion. Please note that if you choose to proceed with service, we will not be held responsible for any resulting damage to the shower door, toilet, or faucet. Additionally, we cannot be held responsible for any damage caused by faulty or improperly installed items, including water damage caused by a flooded toilet, leaky faucet, or malfunctioning water dispenser on a refrigerator.
To request additional cleaning services on your scheduled cleaning day, please give us a 48-hour notice beforehand so we can allocate extra time for your property and provide you with a quote for the extra services.
Lifting & Climbing & Bending
Our employees' safety is our top priority, so we have set certain limitations on the tasks they perform. This includes not using ladders higher than 3ft or lifting objects heavier than 20 lbs. Our cleaning staff will also not clean floors on their hands and knees, except for bathroom floors. These restrictions are in place to avoid any risk of injury or damage to your property. However, if you require furniture to be moved, such as tables or large chairs, we can accommodate your request. Please note that we are not liable for any damage to the furniture due to its age or faulty manufacturing, and we are not responsible for any damage to your floor caused by moving the furniture. Our cleaning team will not move any furniture containing electronics, and they will not pull out appliances such as stoves, fridges, or washers/dryers. If these appliances are moved prior to the cleaning visit to allow access, we will clean the exposed areas. However, we ask that you put the appliances back in their proper place afterward.
In-Property Climate Control
Please ensure that your property is at a comfortable temperature before the scheduled service. We cannot provide services in an environment that is physically uncomfortable for our staff, such as extreme heat or cold. If we arrive and find the temperature uncomfortable, we will need to reschedule the service, and a cancellation fee of $50 will be charged.
Our Cleaning Staff DOES NOT:
Please note that we do not provide the following services:
- Cleaning or removal of blood or bodily fluids, fire or water damage, or mold. We are not trained or equipped for these tasks.
- Any services related to pets or children, including emptying diaper pails.
- Carpet shampooing, chandelier cleaning, stain removal, wall washing (we spot clean only), exterior window cleaning, rust or paint removal, outdoor area cleaning, or cleaning areas above the reach of our 3ft step ladder.
- Removal of animal waste or litter, or moving/lifting items over 20lbs.
Additionally, Neatly Cleaned reserves the right to refuse service to any property with an insect infestation (including seasonal). If an infestation is identified, our cleaning staff will leave the property and a cancellation fee will be charged.
We take customer privacy very seriously and will not share any customer information with outside sources.