Terms of Service
By using this website to book a service, you agree to comply with and be bound by these Terms of Service. If you do not agree to these terms, it is recommended that you do not book a service with us.

Booking Confirmation
Booking a service online does not guarantee you a spot for that date/time. You will be contacted by email or phone with a confirmation.

Cleaning Providers
Our providers have been thoroughly vetted before onboarding. You can rest assured all of our providers have integrity and are held accountable.

Right to Refuse Service
We reserve the right to deny or terminate service due to safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter, and disconnected utilities (electricity, heat during cold weather, or water).
Our providers may leave if the home is extremely unsanitary or they feel unsafe or threatened. If you book a cleaning that is unreasonable, cleaners may refuse service on the spot, and you will be charged a cancellation fee.

Cleaning Day Preparation
Your cleaning price is based on the cleaners focusing their time on cleaning. Please take a few minutes to tidy up so cleaners can access areas/surfaces such as floors, countertops, and tabletops. If you’d like our cleaners to handle tidying tasks, contact us in advance so your cleaning fee can be adjusted.

Pets
We work around pets, but indoor activity should be limited for cleaning efficiency and safety. If a pet presents a safety concern or becomes anxious, Neat Home Cleaning Company reserves the right to remove providers from your home.
Providers will not enter homes if they believe an animal poses a threat. If service is disrupted due to aggressive pets, cancellation policies will apply.

Service Fees
Quotes are based on experience, but prices may adjust depending on the home’s actual condition. If the scope of work exceeds expectations, we will contact you for approval before proceeding. If we cannot reach you, the provider will leave, and a cancellation fee will apply.
Rates may be reevaluated at any time based on service scope or client standards. Clients will be contacted to discuss price or service revisions when necessary.

Payments
Payments are accepted via credit card or e-transfer. Credit cards are charged after appointments are completed, but a hold is placed 24 hours before the booking to ensure funds are available. E-transfers must be sent 24 hours before the booking, or the appointment will be canceled.

Refund Policy
We do not offer refunds. If something is missed, contact us within 24 hours to correct the issue at no additional charge.

Recurring Service Discount
Recurring discounts begin after the first cleaning. If you skip cleanings, reducing your frequency, your price will adjust to the lower-frequency rate.

Rate Increases
Rates may increase due to changes in service frequency, home conditions, or other factors, such as remodels, changes of address, additional residents, or added furniture. Rates may increase annually by no more than 10%.

Lockouts
Clients must ensure cleaners can access the home on the scheduled service day. If cleaners are locked out, they will wait up to 30 minutes for contact. After that, the appointment is canceled, and the full service fee applies.
To avoid lockouts, provide a key or access code in advance.

Cancellations
Cancellations or rescheduling require at least 24 hours’ notice to avoid a $50 fee. Cancellations made with less than 24 hours’ notice or instances where cleaners are denied access will result in the full value of the service being charged.

Alarm Systems
Ensure your home’s security system is off before the service, or provide us with the code and instructions. Inform us of any code changes to avoid lockout fees.

Use of Homeowner’s Vacuum
If clients request the use of their vacuum, we assume no liability for damage to the unit. Non-functioning vacuums will prevent vacuuming services.

Cleaning Supplies
We provide cleaning equipment and supplies. If you request only green products or your own supplies, inform us beforehand. We are not liable for damages related to client-provided products.

Items We Cannot Clean
Mold (requires specialty services).
Hoarding homes or areas with biohazards (e.g., blood, feces, vomit, cat litter boxes).
 
Unreachable Areas & Heavy Items
For safety and liability, cleaners cannot climb higher than a step stool or move objects heavier than 35 pounds.

Breakage/Damage & Loss Policy
While rare, breakage or damage may occur. Providers exercise reasonable care and carry insurance for damages caused by their actions.
We are not liable for:
Normal wear and tear.
Improperly installed items.
Undisclosed fragile items (e.g., artwork, collectibles, heirlooms).
Notify us within 24 hours of any breakage or loss. Identical replacement is attempted but not guaranteed.

Cleaners Arrival Window
We schedule cleanings to minimize drive times. While specific times cannot be guaranteed, we generally provide a 2-hour arrival window.
If delays occur, we will notify you via text or call.

Holidays
We do not offer services on statutory holidays. If your cleaning falls on a holiday, we will contact you to reschedule.

House Key/Key Release
If clients leave keys in unsecured locations, Neat Home Cleaning Company is not liable for damages or theft. Upon termination of services, we will return all keys within 48 hours or the next business day.

Non-Solicitation of Cleaners
Clients agree not to solicit Neat Home Cleaning Company providers for direct hire. Significant time and resources are invested in vetting and training providers.

Governing Law
These Terms of Service are governed by the laws of Tennessee.

Neat Home Cleaning Alerts
Program Name: Neat Home Cleaning Alerts
Program Description: Reminder for cleans and promotions

• Opt-Out Instructions: You can cancel the SMS service at any time. Simply text 'STOP' to the shortcode. Upon sending 'STOP,' we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive messages from us. To rejoin, sign up as you did initially, and we will resume sending messages.

• Support Instructions: For assistance, reply with the keyword 'HELP,' or contact  neathomecleaningco@gmail.com.

• Carrier Liability Disclaimer: Carriers are not liable for delayed or undelivered messages.

• Fee Disclosure: Message and data rates may apply. Message frequency varies. Contact your wireless provider for plan questions.