Terms and Conditions of Service

Service Limitations

• Property Size:  Our services are currently available to properties with up to 4 bedrooms and 4 bathrooms. Properties exceeding this must call to determine eligibility for our services.

• Pre-Cleaning Requirements: Clients should remove personal items, clutter, and valuables from cleaning areas before service begins. We are not responsible for misplaced items.

• Furniture Movement: We do not move large furniture unless it is explicitly requested and arranged prior to the service. If moving large furniture is necessary for your cleaning, please notify us in advance, and we will discuss the arrangements and any associated fees.

• Hoarding: We do not provide services for properties that are considered hoarding situations. If the property requires extreme decluttering or has a large accumulation of items, we may recommend professional decluttering services prior to cleaning.

• Feces of Any Kind: We do not clean homes with feces or other biohazardous materials. If a property is found to have these conditions, we will terminate the service, and any payments made will be forfeited.

• Unsupervised Children: For safety and liability reasons, we do not clean homes where children are left unsupervised during the cleaning session. Please ensure children are supervised or in a safe area away from the cleaning process.

• Unsupervised Pets: We do not clean homes with unsupervised pets if the pets are aggressive, have the potential to interfere with the cleaning process, or if any of our cleaners feel uncomfortable or unsafe working in the presence of the pets. Please ensure that pets are kept in a secure area away from the cleaning space during the service.

• Unsafe or Hazardous Conditions: We do not clean homes with unsafe or hazardous conditions, including but not limited to mold, asbestos, heavy water damage, or structural damage. If your home has any of these conditions, please inform us in advance so we can assess whether our services are suitable for your needs.

• Health and Safety Compliance: Nene's Neat Services adheres to strict health and safety guidelines. If any of our cleaners feel that a property does not meet the required safety standards for cleaning, they reserve the right to stop work until any issues are resolved. This includes poor ventilation, lack of proper lighting, unsanitary conditions, or if any member of the household is sick and presents a potential health risk to our staff. In such cases, services may need to be rescheduled.

• Pet Waste or Urine: We do not clean homes where there is significant pet waste or urine stains that have not been addressed. If the property requires removal of pet waste or cleaning of urine-soaked surfaces, this must be handled by the homeowner or a specialized service before we can proceed.

• Extreme Clutter: While we offer organizing services, extreme clutter that obstructs cleaning or creates unsanitary conditions (such as trash or debris piled in areas, making cleaning impossible) is beyond the scope of our regular cleaning services. We recommend a decluttering service before booking a cleaning.

• Unfinished Renovations: We do not clean homes that are undergoing active or significant, unfinished construction unless arrangements are made for debris removal or dust mitigation prior to cleaning.

 

Equipment Expectations

• Cleaning Supplies Provided by Nene’s Neat Services: We provide all necessary cleaning supplies for a standard cleaning, including mops, brooms, cleaning cloths, basic and deep cleaning products. Our team ensures all essential tools are available to perform a thorough cleaning to a high standard.

• Airbnb/STR Properties: For Airbnb or Short-Term Rental (STR) properties, we provide all necessary cleaning supplies, including those required for turning over the property. Clients are only required to provide specific items such as dish detergents, paper towels, tissue paper, and similar essentials.

• Client-Specific Products: If clients prefer a specific product be used in place of our standard cleaning supplies, they must provide it. If dissatisfaction occurs or damage results from using these client-provided products, Nene’s Neat Services will not be held responsible for the outcome. We recommend ensuring any products are safe and suitable for the cleaning tasks.

• Additional Supplies: Clients may provide any additional cleaning supplies they prefer, such as specialty products or specific brands. We will gladly use these as long as they are acceptable and in good condition.

• Laundry Essentials: Clients are required to provide laundry essentials, such as detergents, fabric softeners, bleach, etc., if needed for the cleaning. Please ensure these items are available prior to our arrival if required.

• Non-Standard Requests: If a client requests any non-standard cleaning products or specialized tools, please inform us ahead of time so we can ensure the proper products are available. While we strive to accommodate specific requests, we cannot guarantee that non-standard products or equipment will meet the same cleaning standards.

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Payment for Services

• Payment Methods: We offer multiple secure payment methods for your convenience. We accept Cash App, Apple Pay, all major credit and debit cards, and cash payments.

• Deposit Requirements:

  • First-time and One-time clients: A nonrefundable deposit and authorized credit card is required to secure your appointment. The deposit can be paid via Cash App or using credit/debit card through our booking site. The deposit is due at least 48 hours prior to service and the remaining balance is due after the completion of the current service.

  • Recurring Clients: No deposit is required for recurring cleaning appointments. The total balance is due after the completion of the current service.

• Late Rescheduling Fee: If a service needs to be rescheduled with less than 48 hours’ notice, a late rescheduling fee will apply. The fee will be added if the new booking is established.

• Balance Due: The remaining balance for all services is due upon completion. Payments can be made via Cash App, Apple Pay, credit/debit card, or cash.

• Credit/Debit Card Processing Fee: Please note that a transaction fee is applied for payments made by credit or debit card.

• Discounts and Refunds:

  • Partial Discounts: If we are unable to return within 72 hours to resolve an issue, we offer a partial discount on your next scheduled service, with a maximum allowance of $15 applied.

  • Late Rescheduling Discount: If we reschedule a service late, we will apply the late rescheduling fee as a discount to your  service.

  • Refunds: Deposits are only valid for 30 days from the original appointment date and will expire after that time. If we are unable to reschedule a service due to an issue on our end the deposit will be refunded. Refunds are processed as they were received, and the timeline depends on the merchant used for payment.

• Confirmation: Once your payment is received, we will confirm your appointment with you via text and/or email.

 

Dispute Resolution

• Client Satisfaction: Our goal is to provide exceptional cleaning services and maintain a 100% satisfaction rate. If for any reason you are dissatisfied with the service provided, we ask that you address the issue with your cleaner before they leave the property so we can resolve the matter right away. If this is not possible, please contact us via phone, text, or email as soon as possible, and we will work with you to schedule a resolution.

• Issue Resolution: If an issue is not addressed immediately after the service, we will agree on a time to resolve the problem, and we will make every reasonable effort to correct any dissatisfaction within the same day of your notification.

• Compensation for Incomplete Services: In cases where we are unable to fulfill your expectations due to unforeseen circumstances or a failure on our part, we will discuss a reasonable solution, which may include a discount or rescheduling, depending on the situation.

• Professional Conduct: We aim to maintain a respectful, professional environment with every interaction. Any inappropriate behavior or unprofessional conduct from a client or cleaner may result in the immediate termination of services.

 

Scheduling/Rescheduling and Term/Termination

• Maximum Service Duration: The maximum amount of time allocated for each service session is 8-10 hours. The total time needed will depend on the size of the property and any additional services requested, such as deep cleaning add-ons or organizing. If your property requires more than 8 hours to complete, additional sessions will need to be scheduled on separate days. We will discuss the best options for your cleaning needs before the service begins.

• Access to Property: Clients must ensure cleaners have proper access to the property at the scheduled time. If we are unable to access the property, it may be considered a last-minute cancellation, and fees may apply.

• Re-booking Services: Clients can book a previously completed service by contacting us at our provided business number

  • Booking Outside Recurring Services: For non-recurring or one-time services, clients can either reach out to us directly or use our online booking system to schedule their appointments.

• Rescheduling by Clients: If a client needs to reschedule a service, notice must be given via call, text, or email at least 48 hours in advance to avoid a late rescheduling fee. If less than 48 hours' notice is provided a late rescheduling fee will apply if a new booking is established. If more than two reschedules have failed then service will be considered cancelled and client may lose any applicable discount, and fees may apply.

• Recurring Schedule Adjustments (No-Fault Rescheduling): If a recurring service must be rescheduled by either the client or the company, all efforts will be made to accommodate the existing schedule. If the service cannot be rescheduled within the same week or the following week without disrupting upcoming appointments, the recurring discount will be adjusted to the next applicable frequency (e.g., biweekly to monthly, or monthly to no discount) until the original schedule consistency is reestablished. Recurring discounts are based strictly on frequency.

• Cancellations by Clients: Clients are free to cancel or change their recurring cleaning services at any time. Notice must be given via phone, text, or email at least 24 hours in advance to avoid any cancellation fees.

• Weather & Emergency Cancellations: In cases of severe weather or unforeseen emergencies, services may be required to be rescheduled. Clients will be notified as soon as possible, and no fees will apply.

• Termination by Nene's Neat Services: Nene's Neat Services reserves the right to terminate any service at any time if the terms and conditions of service are violated, or if payment is not made in full after service completion. Failure to comply with payment terms or inappropriate behavior during service will result in termination of future services, and fees may apply.

• Expiration of Deposits: Deposits are valid for 30 days from the original service date and will expire becoming non-refundable after that time. Deposits can be transferred to a different service if requested, but they will no longer be valid after the 30-day period.

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Photography & Documentation Policy

• Nene’s Neat Services may take before-and-after photos or videos of cleaned areas for documentation purposes, quality assurance, and training. These images will not include personal or sensitive information and will only focus on the cleaned spaces.

• Photos and videos may be used for internal records, client communication, or promotional purposes (such as social media or marketing materials).

• If a client does not wish for their property’s images to be used for promotional purposes, they may notify anytime.

• In cases where damages, pre-existing conditions, or areas of concern are noted, we may document them as evidence for transparency.

• All media collected is securely stored and will not be shared with unauthorized third parties.