The details behind a smooth clean.

Agreement

By contacting NeatNest Cleaning Services (“NeatNest,” “We,” “Us,” or “Our”) and requesting service at your home or property, the Client (“You,” “Your”) agrees to pay for services rendered.

All services are provided subject to your acceptance of these Terms without modification. Your use of our services constitutes acceptance of these Terms.

NeatNest Cleaning Services is locally owned and operated. Our representatives are fully bonded and insured.

Preparing for Your Cleaning

Please do not “pre-clean” before we arrive — but do “pick up” as much as possible so our representatives can focus on detailed cleaning rather than organizing.

Scope of Work

Please refer to your quote, service agreement, and our website for details on what is included in your service.

Any special requests or irregular areas must be discussed and approved with our office prior to your appointment.

Anything outside the agreed-upon scope of work is considered an add-on service and may incur additional fees.

Representatives are not authorized to deviate from the approved work order without office approval.

Arrival Times

First appointments typically begin around 8:30 AM.

Subsequent arrival times vary depending on earlier appointments.

We do not guarantee exact arrival times but can send an “on the way” notification upon request.

Access to Your Home

We must have working access (door code, key, etc.) on the day of service.

If we are unable to access the property or are turned away at the door, a 50% service fee will be charged.

Holidays Observed

NeatNest observes the following holidays:

• New Year’s Day
• Memorial Day
• Fourth of July
• Labor Day
• Thanksgiving Day
• Christmas Day

If your service falls on one of these dates, we will contact you to reschedule.

One-Time Clean Deposit Policy

For all one-time services (including deep cleans):

• A non-refundable deposit of 50% is required at booking.
• With at least 3 full business days’ notice, the deposit may be transferred one time as a courtesy.
• Changes made within 3 business days result in forfeiture of the deposit.
• All cancellations result in forfeiture.

This ensures time and representatives are properly reserved.

Ongoing Service: Skips & Cancellations

• Less than 48 business hours’ notice: $100 charge applies.
• Skipping a cleaning cycle results in a “clean recovery adjustment” due to additional buildup and may require another deep cleaning before returning to normal services.

We reserve your time slot exclusively for your home.

Specials and Promotional Offers

If you (client) take advantage of a special or promotional offer we have for a service (example being X% off your first cleaning when you sign up for a minimum 3 recurring cleanings afterwards) this is binding and failure to complete requirements of said offer will result in a full charge of services rendered without special/promotional pricing applied.

Lock-Out Policy

If we arrive and cannot gain access, a 50% lock-out fee applies.

Pricing & Quote Accuracy

Pricing is based on:

• Square footage
• Rooms included
• Condition described at time of booking

If the condition differs significantly, we will contact you regarding time and price adjustments.

First-time and one-time services allow a ±10% pricing window. If additional time beyond 10% is required and pre-approval is not provided, we will prioritize kitchens and bathrooms.

Add-On Services

Available upon request:

• Inside Oven
• Inside Refrigerator
• Interior Window Glass

These are not included unless specifically added to your quote.

Oven Cleaning

• Self-clean cycle must be run 12–24 hours prior.
• Some permanent stains may not be removable.

Refrigerator Cleaning

• Preferably empty.
• Freezer included only if agreed upon in advance.
• For move-in/out services, both refrigerator and freezer must be empty.

Furniture & Appliance Movement

We do not move:

• Refrigerators
• Stoves
• Washers/dryers
• Large furniture

Clients may move items prior to arrival if underneath cleaning is requested.

Blinds

• 2" wood blinds may be hand-wiped on deep cleans.
• We do not clean ½" or 1" aluminum/plastic blinds.
• We are not liable for brittle or aged blinds that break during normal cleaning.

Supplies & Equipment

NeatNest provides all supplies and equipment except:

• A working vacuum (required for ongoing service)
• A toilet brush in each bathroom

We do not transport these between homes to prevent cross-contamination.

Trash Removal

Large quantities of trash (more than 4 bags) during one-time services may incur additional charges.

Other Service Providers

For safety and quality control, we request no other service providers be present during cleaning.

If others are present and cleaning cannot proceed, a 50% fee may apply.

We cannot guarantee quality if other providers perform work after our cleaning.

Health & Safety

Our representatives will not clean:

• Animal or human waste
• Bug infestations
• Fire or grease damage
• Bodily fluids

We use a maximum 2-step ladder and do not clean areas above approximately 8–9 feet.

If a representative feels unsafe for any reason, service will be discontinued.

Home Conditions

• Homes must be cooled in summer and heated in winter.
• Running water must be available.
• Utilities must be active unless otherwise discussed.

Payment Policy

Payment is due at time of service.

We accept:

• All major credit cards
• Visa & Mastercard debit

We do not accept cash or checks. Cards are charged after service completion.

Delinquent Accounts

Declined or unpaid balances may incur:

• 1.5% monthly service charge
• NSF fees
• Collection fees if applicable

Tipping

Tipping is not required but always appreciated. Tips may be:

• Left in cash (clearly labeled “Tip”)
• Added automatically
• Submitted via post-cleaning quality email

Non-Solicitation

During this agreement and for 12 months following termination, you agree not to directly hire or engage any NeatNest representative outside of our company.

Violation of this agreement results in a $2,500 recruitment and training fee.

Communication

All scheduling and service changes must go through our office — not directly through representatives.

Contact: info@neatnestcleaning.com

Satisfaction Guarantee

If you are not satisfied, notify us within 24 hours. We will return within 48 hours to correct the issue.

We do not offer refunds if we are not given the opportunity to inspect and correct the concern.

Breakage & Damage

Accidents are rare but may happen. Please notify us within 24 hours.

We are not responsible for:

• Normal wear and tear
• Pre-existing damage
• Improperly mounted items
• Items not secured properly

We are fully insured and bonded.

Toilets

• If a toilet appears clogged, we will not flush or clean the interior.
• Ongoing clients must provide a toilet brush in each bathroom.

Carpet Cleaning

We vacuum and edge carpets. We do not shampoo carpets.

Pets

We love pets, but they must be secured if there is any risk.

We do not:

• Clean litter boxes
• Clean pet waste
• Re-clean floors re-soiled by pets after mopping

If a pet injures a representative, medical documentation may be required.

Insects

If active infestation is present (ants, roaches, bed bugs, fleas, etc.), service will be suspended until resolved.

Unfinished Areas

We may sweep unfinished basements or garages if agreed in advance, but do not deep clean these areas.

Safety

Representatives require a safe working environment. We do not:

• Stand on countertops
• Clean unsafe structural areas
• Tolerate aggressive or abusive behavior

Firearms must be secured and out of sight.

Pricing Adjustments

Pricing is reviewed annually. Changes in service frequency, home size, occupancy, or condition may require pricing adjustments.