Terms & Conditions

Last updated: Nov 19, 2024

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Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

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By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.

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Accounts

When you create an account with us, you must provide us information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of your account on our Service.

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You are responsible for safeguarding the password that you use to access the Service and for any activities or actions under your password, whether your password is with our Service or a third-party service.

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You agree not to disclose your password to any third party. You must notify us immediately upon becoming aware of any breach of security or unauthorized use of your account.

Intellectual Property

The Service and its original content, features and functionality are and will remain the exclusive property of Neat N Tidy House Cleaning of Phoenix LLC and its licensors.

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Links To Other Web Sites

Our Service may contain links to third-party web sites or services that are not owned or controlled by Neat N Tidy House Cleaning of Phoenix LLC.

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Neat N Tidy House Cleaning of Phoenix LLC has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that Neat N Tidy House Cleaning of Phoenix LLC shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.

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We strongly advise you to read the terms and conditions and privacy policies of any third-party web sites or services that you visit.

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Termination

We may terminate or suspend access to our Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.

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All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

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We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.

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Upon termination, your right to use the Service will immediately cease. If you wish to terminate your account, you may simply discontinue using the Service.

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Disclaimer

Your use of the Service is at your sole risk. The Service is provided on an “AS IS” and “AS AVAILABLE” basis. The Service is provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement or course of performance.

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Booking a service on-line doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.

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Cleaning Providers

Our providers have been properly vetted prior to onboarding with us. They have been background checked and are properly insured. You can rest assured all of our providers have integrity and are held accountable.

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Right to Refuse Service

We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities. By using this website to book a service, you agree to comply with these terms & conditions. If you do not agree to these terms & conditions, it is recommended that you do not book a service with us. Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.

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Cleaning Day Preparation

Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.

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Add-On Services

These services are available for an extra charge:

Heavy-duty cleaning
Wet wipe/detail blinds
Clean inside oven
Clean inside fridge
Interior Windows
Laundry & Folding
Dishes
Inside Cabinets

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Pets

We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Neat N Tidy reserves the right to remove its providers from your home. Our providers are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning provider is due to aggressive pets, our cancellation policy will apply.

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Service Fees

Please remember we give these instant prices based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know. If we are unable to reach you, the provider will have to leave & you will be charged the cancellation fee. We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards. Neat N Tidy will contact the client to discuss price or service revisions if the cleaning time differs significantly.

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Payments

Payments are made by credit or debit card only. Cards will not be charged until AFTER the appointment is completed. We accept Visa, Mastercard, Discover and American Express cards.

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Refund Policy

We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 24 hours & we will correct the error at no charge.

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Recurring Service Discount

Recurring discounts start AFTER the first cleaning service, if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

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Rate Increases

Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. The customer’s rate shall be increased annually, by an amount not-to-exceed 10% of the client’s current rate.

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Cleanliness Disputes

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Thank you for choosing our cleaning services. We strive to provide you with a clean and satisfactory experience. In the event that you are unsatisfied with the cleanliness of your property, we have the following policy in place for disputing the quality of the clean:

1. Notification: If you are unsatisfied with the cleanliness of your property, it is important that you notify us within 24 hours of the completion of the cleaning service. This notification should be made through our designated communication channels, such as phone or email, and should clearly state the reasons for your dissatisfaction.

2. Resolution: Upon receiving your notification, we will promptly review and address your concerns. Our team will work with you to understand the specific areas of dissatisfaction and determine an appropriate resolution.

3. Time Limit: It is important to note that if 24 hours have passed since the completion of the cleaning service and you have not notified us of any issues, it will be considered that you have accepted the quality of the clean and have given up your ability to discuss or dispute the cleanliness of the property.

4. Re-cleaning: In the event that we find your concerns to be valid and reasonable, we may offer a re-cleaning of the specific areas in question at no additional cost to you. The re-cleaning will be scheduled at a mutually agreed-upon time and will aim to address the areas of dissatisfaction to your satisfaction.

5. Refunds or Discounts: If, after the re-cleaning, you are still unsatisfied with the cleanliness of your property, we may offer a partial refund or discount on future services as a gesture of goodwill. The decision to provide a refund or discount will be made on a case-by-case basis, taking into consideration the nature and extent of the concerns raised. We do not offer full refunds unless the cleaner was a no show for the booking that day.

6. Limitations: Please note that our policy on disputing the cleanliness of the property within 24 hours is designed to ensure a prompt resolution to any concerns. We cannot accept responsibility or entertain disputes raised after this timeframe, as it becomes difficult to determine the cause of any issues that may have arisen since the completion of our services.

By engaging our cleaning services, you agree to adhere to the terms and conditions outlined above. We appreciate your understanding and cooperation in allowing us the opportunity to address any concerns promptly and to your satisfaction.

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Lockouts

The client shall make the service location accessible to Neat N Tidy providers on the scheduled service day. If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home. If contact is not made within 30 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged a “same day cancellation” fee of the full price for the booking. This is necessary to compensate the providers for unexpected lost revenue & time travel, to avoid the full charge, provide us with a key or code to gain entry to your home.

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Cancellations

Service reliability is extremely important because we reserve a time, especially for you, we request that you give us a minimum of 24 Hrs. advance notice if you need to cancel or reschedule for any reason to avoid incurring a $50 cancellation fee. Please note that if service is canceled with less than 24 hours notice, OR we are unable to access the home upon arrival, OR we are turned away at the door, a “same day cancellation” or lockout fee of the full price for the booking will be charged to the credit card on file.

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Alarm

If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.

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Use of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.

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Cleaning Supplies

We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service. If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.

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Restrictions and Items NOT Covered

Weight:
We have a 30lb weight limit for safety reasons. Moving smaller items like dining table chairs, small ottomans etc to clean under is perfectly ok. If you would like any heavier furniture or appliances cleaned under, you're welcome to move it and cleaners will be happy to clean under it upon request.

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Height:
There is a limit to a 2-level step stool MAXIMUM. Safety is of the utmost importance to us. Please keep in mind that in most cases, the tops of standard kitchen cupboards are the maximum limit of height. Some lighting fixtures may also be out of reach.

Power & Water Access:
Our cleaners require access to power for use of vacuums and other tools needed to clean your home in its entirety. Our cleaners also require access to water for washing and properly cleaning/ rinsing alongside their solutions and products to ensure a complete and proper job. IF either or both are not accessible at the time of your cleaning, we will have to forfeit your service and you will be charged the same day cancellation/ lockout fee.

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Clutter:
Cluttered areas will be worked around to the best of the cleaners ability. The same goes for areas used for storage, like underneath beds and on top of cabinets.

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Outdoor areas:
The cleaners equipment isn't designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows etc.

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Pet Mess/ Bodily Fluids:
This includes but is not limited to litter boxes, pet messes, bird guano, blood, feces, urine, vomit, and overflowed toilets. Cleaning bodily fluids (including that of furry friends) is something the cleaners do not do as it requires specific cleaning methods and training beyond the scope of what a residential cleaner can provide.

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Mold:
Some amount of pink/ orange mildew or even darker mold is common in some homes. Don't worry- the cleaners can clean small amounts of mold. Large amounts of mold in shower areas, on walls, etc can affect air quality and pose a health safety issue. The cleaners are not able to clean in rooms that are heavily affected by mold, or in homes with mold infestations.

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Insects:
We apologize that we are not able to offer post-fumigation cleanings. We ask that any bug infestations or fumigation clean-ups are completed in their entirety before the cleaners can enter a home.

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Fireplaces:
The soot/ ash from the inside of a fireplace will damage equipment, especially vacuums. However, cleaning off the base in front of the fireplace is no issue at all.

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Carpet Cleaning:
We do not offer carpet cleaning services as it requires specialized equipment.

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Other Items we do not clean:
dishwasher, washing machine, dryer, inside of heat registers, anything requiring disassembly to clean or cleaning inside/ underneath your hood fan.

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If there is something you do not see on this list, please feel free to ask!

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Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, all providers carry insurance for damage or breakage caused by the provider. We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following

Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, the client should point out such items to us before starting service, please advise us how you would like your fragile items handled & their care.

Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.

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Cleaners Arrival Window

We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees, if you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed. Due to the unpredictable nature of our business & unforeseen circumstances traffic jams, weather, mechanical problems, allow us the flexibility of scheduling our cleaning between 8:00 am & 6:00 pm. We generally arrive within a 1 hour window period disclosed within your booking. If we are running late we will call you or text you.

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House Key/Key Release

In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Neat N Tidy will not be held liable for any damages or theft to the client home. Upon termination/cancellation of services, Neat N Tidy shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.

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Non-Solicitation of Neat N Tidy Providers

As our customer, we ask that you agree not to solicit for hire any of our providers to work directly for you. Our professional cleaners are vetted, background checked, and have experience as cleaners. Significant time, resources & money are invested in each new provider before we allow them to enter our customer’s homes.

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Governing Law

This Agreement and any dispute arising out of or related to this Agreement shall be governed by the laws of the State of Colorado, without regard to its conflict of laws principles. The parties hereby agree that exclusive jurisdiction for any claim or action arising out of or relating to this Agreement shall lie in the courts located within Denver County, Colorado, and each party consents and submits to such jurisdiction exclusively for such purpose.

Miscellaneous

We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need. Neat N Tidy reserves the right to change these terms & conditions at any time without prior notice to you.

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Contact Us

If you have any questions about these Terms, please contact us at info@neatntidy.co

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