TERMS & CONDITIONS

Neatify Cleaning LLC | Terms & Conditions

Booking Confirmation

Booking online through Neatify Cleaning LLC does not guarantee your requested date and time. All appointments are subject to availability. We will follow up via email or phone to confirm your service.

By booking a service through our website, you agree to be bound by the terms below. If you do not accept these terms and conditions, please do not proceed with your booking.

Cleaning Teams

We typically send a team of one to two trained cleaning professionals. More may be assigned depending on your home’s size or schedule availability. We strive for consistency but may rotate staff for training or logistical purposes. All team members of Neatify Cleaning LLC are background-checked, drug screened, complete our training program, and are held to high standards.

Right to Refuse Service

We reserve the right to refuse, deny, or cancel service for safety concerns, extreme unsanitary conditions, inappropriate behavior or dangerous situations, disconnected utilities, or inaccessible areas. If you book a cleaning in these cases, a cleaner has the right to refuse service immediately and you will be charged the $60.00 cancellation fee. In this event, this fee is necessary to reimburse our team for time traveled and unexpected revenue loss.

Per our policy, our cleaning team(s) have the right to refuse service and leave the premises if any of the above factors arise at any point during the booked appointment.

Preparing for Your Cleaning

To ensure we focus on cleaning, we ask that you tidy up areas like countertops, floors, and tables ahead of your appointment. Your cleaning price is based on the number of labor hours spent and the type of service booked. If you need assistance with this preparation, let us know when booking so we can adjust the additional service time and cost.

Add-On Services

Available upon request for an additional fee:

  • Inside Fridge, Oven, and Kitchen Cabinets

  • Baseboard Detail

  • Interior Windows Detail

  • Interior Blinds Detail

  • Garage Sweep

  • Full Service Laundry Options

  • Interior Doors Detail

  • Linen Change

  • Pet Waste Removal

  • Pet Friends (hair, disinfecting and deodorizing)

  • Dishes

  • Green Cleaning

  • Heavy Duty

Pet Policy

We’re happy to work in pet-friendly homes! We ask that indoor activity is limited for cleaning efficiency and safety reasons. For safety, please secure anxious or aggressive animals. If a pet poses a risk or disrupts service, we have the right to removal of our cleaning team(s), a reschedule of the appointment, and/or a charge of the $60.00 cancellation fee.

Service Pricing & Heavy Duty

Estimates are based on experience and may be adjusted after we assess your home. We’ll always contact you if your home’s condition requires additional time or cost. To avoid any surprises on the day of service, upon arrival we’ll contact you if we observe that your cleaning will require more time than originally estimated. If we are unable to reach you via phone or text messaging for approval, our team will leave the site no later than 15 minutes after the communication is sent, and a $60.00 cancellation fee will apply.

Neatify Cleaning LLC reserves the right to adjust pricing if the actual time needed to complete the job differs significantly from our original estimate. Should an event occur where prior expectations or client provided information does not match the condition stated on the booking documents, per the cleaning provider’s and Neatify Cleaning LLC’s discretion, a $50.00 Heavy Duty fee will apply. Should this occur, we’ll reach out to discuss any necessary or substantial changes to the rate or scope of service.

PAYMENT

PAYMENT IS DUE ON THE DAY OF SERVICE VIA CASH OR CREDIT CARD. WE DO NOT ACCEPT ANY FORM OF CHECK.

Keeping your details and information secure during the booking process is our top priority.

Your personal and payment information is submitted to us through a secure database and is not accessible to members of Neatify Cleaning LLC at any point of the booking process. All payment methods and personal information disappears within 24 hours of the booking confirmation, unless a client account is created where payment methods can be viewed and edited only by the account user. Any lockout or cancellation fees will be applied to the payment method on file on the scheduled booking date.

All cash payments are required at the time of arrival and before the service commences on your scheduled booking date. Cash payments are to be promptly handed to the team member on site in a secure package - receipts for cash payments can be sent upon request.

Credit Card Holds

To ensure payment is secure and available prior to the service being complete, Neatify Cleaning LLC allows for a credit card hold to be applied starting 48 hours before your scheduled booking time. For example, if your service is booked for Friday at 10:00 am, the credit card hold will apply beginning Wednesday at 10:00 am. This hold will disappear and the correct charge confirmed at booking will be applied.

Refund Policy & Satisfaction Guarantee

We do not offer refunds, but we stand behind our work and understand that mistakes and errors can occur. If something was missed, contact us within 24 hours of the booking service, and we’ll come back as soon as possible to make it right — no charge.

Recurring Service | Discount Policy | Promotional Rates

Discounts for recurring services apply after your first booking has been completed with us. Discounts provided cannot be stacked, and all bookings must run consecutively for any discounts to apply. If any cleanings are skipped or delayed, rates may adjust to reflect the new frequency.

For example, say you use our ongoing service and apply the weekly discount, but you cancel one week’s appointment. The next service following the cancelled booking will be charged at the standard rate not reflecting the discount - this is due to nonconsecutive dates. The discounted rate would then commence the following week, as long as service is confirmed, booked and completed.

Promotional introductory deep clean rate based on average house size of 3bd 2bh, 1001-1500sqft. Pricing may vary for larger sizes and/or additional cleaning. 

Service Rate Increases

Service rates may be adjusted at any time throughout the year if there are changes to your regular cleaning schedule or household circumstances—such as a remodel, a move, an increase in household members, or the addition of substantial furniture. Services rates may also be adjusted at any point due to increases in the service market and rising supply costs.

Additionally, Neatify Cleaning LLC may implement an annual rate increase of up to 5% to account for rising operational costs.

Lockouts & Late Cancellations

The service address and location should be accessible, or direction should be given on how to access the client’s property on the scheduled booking date. In the event that the service address is not accessible, our team members will take all necessary steps to find a solution on gaining entry. If we cannot access your home within 20 minutes of arrival for the scheduled booking date, a $80.00 lockout fee will apply. This fee is necessary to compensate our team members for travel and unexpected revenue loss. To avoid the lockout fee for future bookings, please provide our team with a code or key location to gain entry to the property prior to the booking date.

To cancel or reschedule your booking appointment, please give Neatify Cleaning LLC at least a 48 hour written or verbal notice to avoid the $60.00 cancellation fee. If a scheduled booking is We understand life can happen and scheduling can become unorganized, so grace will be given dependent on the circumstance.

Arrival Times

We schedule cleanings to minimize drive time, helping us keep prices low and avoid trip fees. While we’ll do our best to accommodate specific time requests, we cannot guarantee exact appointment times.

Due to the unpredictable nature of our work—including traffic, weather, and mechanical issues—cleanings are scheduled within two time windows: 8:00 AM – 12:00 PM and 12:00 AM – 3:00 PM. On average, we will not arrive earlier than 15 minutes before and 30 minutes after to your scheduled booking time. In the event our team members are running behind, we will promptly text or call you with an arrival time and discounts may be provided depending on the circumstance. We appreciate your understanding and flexibility.

Supplies & Equipment

We bring all necessary pet and child safe products and tools. If you'd prefer we use your supplies, just let us know in advance — but we cannot be held liable for product-related issues or equipment damage. If you have questions about eco-friendly or green products, reach out to us prior to your booking. If the request is made for our team to use your supplies, please have the items ready prior to your booking to allow efficient practices. Special supplies, tools or products (e.g. specific air fresheners) can be requested prior to your booking and may allow for an extra charge(s) depending on the type, amount and frequency the product requested is used.

Damages or Breakage

While rare, accidental damage or breakage can occur during a cleaning - our team takes great care when working in your home, and we carry insurance to cover any damage directly caused by our cleaners.

However, Neatify Cleaning LLC is not responsible for damage resulting from normal wear and tear, improperly installed fixtures, or items not disclosed during booking—this includes, but is not limited to, artwork, collectibles, and family heirlooms.

Because these items are often unique and irreplaceable, we kindly ask that you notify us in advance of any delicate or high-value belongings. Let us know how you’d like them handled so we can take appropriate precautions.

Any breakage or loss must be reported within 24 hours. While we always strive to replace damaged items, identical replacements may not be possible.

Client Supplies & Vacuum

You can request to have our team use your personal vacuum during your booking appointment. If the vacuum provided by the client is found to not be in working condition, or effects the quality of our services, despite the client's request - Neatify Cleaning LLC has the right to refuse the use of the vacuum at any point during the service appointment.

Neatify Cleaning LLC is not responsible for any damage or seize of operation of client personal tools, supplies, or products (e.g. personal vacuum, sprays, toilet bowl cleaner, etc.) requested to be used by our team members on the scheduled booking date. We are not liable or responsible for any damage, repairs or maintenance to client’s personal vacuums.

Weather & Holidays

We observe the following holidays:

  • New Year’s Day

  • Independence Day

  • Labor Day

  • Thanksgiving Day

  • Christmas Day

In cases of inclement weather, we follow local Ellis & Dallas County School District closures.

Key & Alarm Release Policy

At Neatify Cleaning LLC, client keys are labeled using a secure coding system and kept in a locked cabinet that only management can access, ensuring your safety and privacy.

If you choose to grant access to Neatify Cleaning LLC by leaving a door unlocked or placing a key in an unsecured spot (such as under a mat or in a planter) to gain entry into the service address, please note that Neatify Cleaning LLC cannot be held responsible for any theft or damage that may occur as a result. If your home is equipped with an alarm security system, please ensure prior to the booking that it is turned off or provide our team with the code and correct directions for use. If an alarm code on file was to be changed, please call our office and provide the updated information to avoid a $80.00 lockout fee. In the event that an alarm system triggers or alerts emergency services while our team is on the service address premises, Neatify Cleaning LLC is not responsible for any charges or damages that may come as a result.

Should you decide to cancel services, Neatify Cleaning LLC will return any keys in our possession within 48 hours or by the next business day, whichever comes first.

Limits of Liability

We cannot, under any circumstance clean:

  • Mold

  • Biohazards (bodily fluids, blood, feces, vomit, urine, or excretions)

  • Pests (cockroaches, fleas, ticks, lice, bedbugs, rodents)

  • Hazardous Materials (needles, chemicals)

  • Hoarding conditions

  • Fireplaces or chimneys

  • Exterior windows

  • Any area deemed unsafe or inaccessible by Neatify Cleaning LLC

For safety and liability reasons, our team members cannot climb higher than a step stool and cannot move objects more than 35 pounds. Please move all heavy objects and furniture prior to your booking date.

If any of these conditions are discovered upon arrival, the team reserves the right to cancel the service and a $60.00 cancellation fee may apply.

Non-Solicitation of Employees Agreement

Please do not independently hire any Neatify Cleaning LLC employees to work directly for you at any point while booking with us. Our team members are required to complete our training program, provide valid references, and are background-checked for your peace of mind. Neatify Cleaning LLC employees are an essential part of our business, and are seen as an investment as we allow them entry into your space.

Governing Law

These terms are governed by the laws of the State of Texas should any claim arise towards the Neatify Cleaning LLC website.

We've worked hard to make our website clear, helpful, and easy to navigate. If there's anything we can improve to better serve you or make it easier to find what you're looking for, we'd love to hear your feedback.

Policy Changes

Neatify Cleaning LLC reserves the right to update these Terms & Conditions at any time without notice.

© 2025 Neatify Cleaning LLC