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“If you want to improve your life immediately, clean out a closet. Often it’s what we hold onto that holds us back.”
| Type | Description | Fee | Exception |
|---|---|---|---|
| Free Grace Period | 0 - 24 Hrs since clicked "Book Now" | FREE | same-day or next-day service may only cancel before "Acceptance" letter sent |
| 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, custom jobs non-refundable |
| Not enough notice | Less than 48 hours notice before service date | unable to refund or credit | NONE |
A reschedule outside of the free grace period constitutes and is equal to a cancellation.
| Type | Description | Fee | Exception |
|---|---|---|---|
| No Access | You fail to provide access to your service address upon 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 |
| Type | Description | Fee | Exception |
|---|---|---|---|
| Solicitation | Exchanging contact info, social media, payment apps, Venmo, "off-the-books" tips | $1,500.00 | NONE |
| Permanent Placement | Soliciting a cleaner directly, indirectly, or off-platform for private placement or commercial opportunities will result in a minimum placement fee. | $10,000.00 minimum | NONE |
Support
NOTICE: Free support plans do not include phone support.
Please email support@neatlycleaning.com for all support and inquiries.
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.
Support Plan
| Features | FREE | Basic | Pro | Luxe |
|---|---|---|---|---|
| Phone Support | ||||
| Live Chat Support | ||||
| SMS Text Support | ||||
| Email Support | ||||
| Personal Conceirge | Personal Conceirge | |||
| Expected Response Time | 3-5 Business days | 2-3 Business day | Next Business day | Same-day |
| Price | FREE | $39/mo | $99/mo | Inquire |
Communications Policy:
Please communicate with us via email during normal business hours as posted. After-hours communication may not be responded to until the next business day. Expected response time based on your Support Plan.
Support Hours:
Monday — Friday
11am — 5pm
Saturday — Sunday
CLOSED
No Agents. Principals only.
While we understand that many agents, parents, roommates, or friends (“buyers”) may book the services for their students, classmates, relatives, or peers (“ultimate recipients”), we kindly ask that all communication be initiated by the “ultimate recipient(s)” of the service, only. We respect service recipients privacy. Due to our strict privacy policy, even if you are the buyer, we will not be able to disclose any information related to the services rendered to the “ultimate recipient(s).” This includes payment inquiries and any other payment-related disputes even if you are the “buyer” who is purchasing the services. As the buyer, you have authorized the recipient full use of the account and the services. Please have the ultimate recipient of the services get in touch with us so we can assist with any inquiries.