By clicking the “Book Now” button, you are entering a binding legal agreement with the following provisions:
1. Communications Policy:
Please email firstname.lastname@example.org for all questions and inquiries.
New clients: We are an online platform, and embrace the use of technology to deliver the best experience. For this reason we do not offer phone support at this time for inquiries unless you are a Neatly client already and on a support plan. We deliver all support online or through the use of the latest technology.
Current customers: We are an online platform, and embrace the use of technology to deliver the best experience. If you are a Neatly client, you may sign up for an applicable support plan, separate from your cleaning plan, for the type of support you elect to receive.
2. Payments; we don’t sell cleanings, we sell time
Payment is based on time or hours RESERVED. Completing the appointment with time to spare, is in no way a reason for refund, and is actually an added value to you, as you now get to enjoy a clean home quicker, and ahead of schedule. Your pro(s) may use their years of experience and expertise to deliver a result quicker and add more value to you.
3. Store credit
Store credit is the only remedy that may be offered by the company, at its sole discretion, for any and all claims. No refunds offered for service rendered. As you can understand, your pro(s) expend significant time, supplies, use of body, equipment, gas, and use of vehicle and transportation costs, and cannot recover these costs once expended which they rely on your service fee to cover. Store credit never to exceed the proceeds of what you have spent with the company in the last 6 months.
|Free Grace Period||0 - 24 Hrs since clicked "Book Now"||FREE||same-day or next-day service|
|With Sufficient Notice||Between 24 Hrs after clicked "Book Now" and 48 Hrs in advance of service date||50% store credit offered back to you||NONE|
|Not enough notice||Less than 48 hours notice before service date||unable to refund or credit||NONE|
|No Access||You fail to provide access to your service address within 15 minutes of provider's arrival||100% service fee||NONE|
|No Check-in||You fail to check-in in advance( 24 hrs notice) like for an airline flight||100% service fee||NONE|
|Wait Time||Your appointment clock starts 2 min after provider arrival.||$0.59/minute/per provider||NONE|
NOTICE: Free support plans do not include phone support.
Please email email@example.com for all support.
We are an online platform, and embrace the use of technology to deliver the best experience. For this reason we do not offer phone support at this time, unless you are on an applicable support plan, and deliver all support online or through the use of the latest technology.
|Live Chat Support|
|SMS Text Support|
|Personal Conceirge||Personal Conceirge|
|Expected Response Time||3-5 Business days||2-3 Business day||Next Business day||Same-day|
To Reserve a booking, place an online “service request.” We will get in touch shortly after receiving your request. While you can inquire about our services via SMS or Email, the only way to officially hold your spot is to place a “service request” through our online booking system.
Track the status of your cleaner, or request a schedule change (notice required).
5. Estimate policy
Welcome, we are excited to meet you and make your place fresh and clean. We strongly emphasize that all appointments are ESTIMATES and no time slots are GUARANTEED ARRIVALS unless you purchased an optional guaranteed arrival. It is very possible that your cleaning pro(s) may be delayed by their prior appointments or that your appointment may delay their arrival to their next appointment. Additionally, parking and traffic may result in delays. It is your responsibility to allow arrival and access on your service date even if the estimated time is delayed. Thank you, and let’s start this off right.
6. Independent Cleaning Professionals
Neatly Cleaning Referral Agency is not the employer of the domestic worker it referred to you. The domestic worker may be your employee or an independent contractor depending on the relationship you have with him or her. If you direct and control the manner and means by which the domestic worker performs his or her work you may have employer responsibilities, including employment taxes and worker’s compensation, under state and federal law. For additional information contact your local Employment Development Department and the Internal Revenue Service.
7. Permanent Domestic Referral Placement
A client can hire an independent cleaner for permanent domestic referral placement and work directly with the cleaner, without going through Neatly Cleaning Referral Agency. If you wish to do so, we can send additional information. There is a minimum $10,000 fee for the services of securing a domestic helper/employee. Soliciting a cleaner directly, indirectly, or off-platform for private placement will result in a minimum $10,000 placement fee.