FAQs
FAQs
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Neat & Repeat Cleaning has two branches, and they are run by a mother and daughter duo. Rhonda Leon owns and operates Neat & Repeat- Treasure Coast and serves Martin County and Port Saint Lucie. Rachel Duffie owns and operates Neat & Repeat- Palm Beach and covers most of the Palm Beaches. The two companies overlap a little in Tequesta and on Jupiter Island.
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Everyone that works for either branch is an employee of that branch. Neat & Repeat is fully licensed, bonded and insured and we carry Worker’s Compensation Insurance on all employees.
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No long-term contracts here! At Neat & Repeat, we believe in earning your loyalty with every clean, not locking you in with a signature. You’re free to adjust or pause your service anytime. However, we do ask all clients to agree to our Terms of Service before scheduling. This helps ensure we’re on the same page about things like scheduling, access, payments, and policies, so everything runs smoothly for you and our team.
Our goal is simple: to make you so happy with your cleaning experience that you’ll never want to leave us.
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We are thrilled to come clean for you and want to be able to leave your home or office sparkling. In order for us to be able to provide the highest possible cleaning possible, we would just ask for you to do a couple things to prepare for our arrival. Put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, childrens toys, etc. Please make sure all dishes are put away so we can thoroughly clean your kitchen. And anything of a sensitive nature is put away.
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Neat & Repeat is a smoke-free company, and we proudly maintain a strict no-smoking policy for all employees, both on and off the job. Because of this, we are unable to assign our team members to clean homes or offices where indoor smoking occurs.
This policy helps us protect the health and comfort of our employees while ensuring that your home or workspace always feels fresh and clean. We appreciate your understanding and support in maintaining a healthy, smoke-free environment for everyone.
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Residential cleaning is performed from 8:00 AM to 5:00 PM Monday to Friday. (Saturdays on request for special occasions.) Occasionally, we may need to stay past 5:00 PM if needed to finish the job. We send out text and/or email notifications to remind you of your upcoming cleanings. However, due to 3rd. party sender of these messages we cannot guarantee 100% deliverability. Therefore, it is important you also track your cleaning on your calendar just in case you do not receive the reminder texts or email. of your cleanings. If you are the first home or office on the schedule the cleaning technicians will arrive at 8:00 AM. The reminder notifications are sent with a plus/minus 45 minute arrival window. This window applies to the homes or offices that are not first on the schedule for the day. If the job before yours takes less time, the technician(s) may arrive earlier and if the job ends later than expected, the technician(s) may arrive late. If you have any questions on the day of your cleaning, call the appropriate office:
Neat & Repeat- Treasure Coast 772-220-7915
Neat & Repeat- Palm Beaches 561-245-3839
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Because of the various frequency options that we offer our customers, our schedule changes day to day and week to week. You can always tell us if you have specific time requests, and we will do our best to accommodate your needs. The only guaranteed arrival time that we offer is the first appointment of the day at 8:00 AM.
This policy helps us protect the health and comfort of our employees while ensuring that your home or workspace always feels fresh and clean. We appreciate your understanding and support in maintaining a healthy, smoke-free environment for everyone.
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We understand that life happens, and tomorrow’s unpredictability impacts us all. Please contact our office at least two business days (48 business hours) before your scheduled cleaning date to avoid being charged a cancellation fee.
Our cancellation fee schedule is as follows:
Cancellation of more than 48 business hours in advance of your scheduled appointment: No charge
Cancellation of less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the job fee
Cancellation less than 24 business hours prior to scheduled appointment: 100% of the job fee
Please keep in mind that if you have a regularly scheduled cleaning appointment, we are holding that spot specifically for you. If you cancel with short notice, we are unable to fill in that opening. The scheduled appointment made by you is your financial responsibility, regardless of the circumstances that may have prevented its occurrence. Depending on your service frequency, additional time may be needed on our next cleaning visit, as additional time will have passed since your home was cleaned last.
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Yes. Our employees are W-2 employees (not Independent Contractors) and meet strict hiring and training standards. They meet all Federal requirements regarding their ability to legally work in the United States. They are insured, bonded, and covered by comprehensive Worker’s Compensation insurance. Additionally, each of our cleaning technicians has achieved the title of Certified Professional Housekeeper by ISSA Residential, an international cleaning standards body founded 40 years ago to train and certify commercial and residential cleaning technicians.
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This is how we’ve built our business. Reliability, consistency, and familiarity. We try to send the same team to your home or office for each visit, however, we cannot guarantee it due to illness, vacations, time off, etc. Our main priority is to clean your home or office consistently and with the quality you expect, and we have systems in place to ensure this. Any team member we send to your home or office will always be a Neat & Repeat employee and extensively trained in our cleaning systems. Once a technician electronically signs into a home or office to begin cleaning, they have immediate access to comprehensive notes and details needed to give you an amazing experience. After finishing the cleaning and electronically signing out they are no longer able to see the notes until they check in again at your next regularly scheduled appointment.
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We maintain high standards through regular inspections and client check-ins. Occasionally, a Client Services Assistant or Manager may conduct a quality inspection of your home. If needed, they will do so during the time the cleaning technicians are working to ensure their performance meets our high standards.
After each cleaning, you will also receive a satisfaction survey in the form of a scorecard. We respectfully request your feedback every time. This allows us to continually monitor our performance, recognize outstanding work, and promptly address any areas needing improvement so we can consistently deliver the level of excellence you expect from Neat & Repeat
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We encourage clients to provide secure access through one of the following:
Electronic door keypad
Garage door keypad
Traditional lockbox (securely placed on your property)
If you prefer, you may leave a door unlocked or place a key in a concealed spot, we will only enter with your permission.
Neat & Repeat can provide a secure lockbox for $30. We try not to keep keys for residential clients, unless there is no alternative. However, we do hold keys for most of our commercial accounts.
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Tipping is not required but always appreciated! If you choose to leave a cash tip, please leave it on the kitchen counter with a note so the cleaning technicians know that it is a tip. You may also call or email our office to request that a tip be added to your credit card payment. Tips can also be added via your scorecard that you will receive after your cleaning.
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Please put all valuables away prior to us coming. Also, unless otherwise noted, a closed door is your signal to us that you do not want that area to be cleaned. If a door is closed for another reason (ex. to restrict pet access), please contact our office so that we can update the client notes to reflect your special instructions.
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At Neat & Repeat, our team takes great care when cleaning your home or office. However, despite every precaution, accidents can occasionally happen. If you notice any breakage or damage, please notify the office right away so that we can take the appropriate action. Likewise, our staff are instructed to contact the office immediately if something is accidentally broken or if they discover any pre-existing damage during the cleaning.
If you are not home during the cleaning, your cleaning team will leave a note on-site advising you of the incident, and our office will follow up by phone once we’ve been informed.
If an item is damaged or broken by a Neat & Repeat employee, we reserve the right to repair or replace the item at our discretion. For items that are one-of-a-kind or irreplaceable, a demonstrated dollar value will be required to determine any potential settlement.
To help prevent accidents, we kindly ask that valuables, heirlooms, one-of-a-kind, or fragile items be safely stored before your cleaning. Please note that Neat & Repeat cannot be responsible for wall hangings attached with anything other than properly installed “real” wall hooks that support the weight of the item that is on the wall.
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If you feel that any area or item we cleaned is unsatisfactory, simply notify our office within 24 hours and we will promptly work to make the situation right!
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All clients who accept any service rendered by Neat & Repeat shall not solicit direct employment, personal agreement, or contracted service(s) of any kind using Neat & Repeat present or past employees.
In the event of the termination of your recurring scheduled service(s), or after a single service event, or upon the end of this agreement, for a period of twenty-four (24) months following that termination. If you wish to hire a present or past Neat & Repeat staff member for any home or business-related service outside of your written or verbal (recorded call) agreement with Neat & Repeat, our recruitment, training, and referral fee of up to 6 months’ wages or $5000.00, whichever amount is greater, charged to the client. You agree to pay this fee due within 30 days of notification from Neat & Repeat or our representative on our behalf. Concerning any outstanding referral fee not paid in full within 30 days, Neat & Repeat reserves the right to pursue other collection methods.
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Neat & Repeat may close for business when severe weather conditions compromise the safety of our staff. In addition if schools are closed due to bad weather we usually also take those days off. Most of our staff has small children and it is best if they are with them in these cases. If your scheduled cleaning falls on one of these days, we will contact you as soon as possible to reschedule.
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If your regular cleaning falls on one of these dates, we’ll contact you ahead of time (usually 1-2 weeks in advance of the holiday) to reschedule with your team before or after the holiday.
Neat & Repeat will be closed on the following Holidays:
New Year’s Day
Memorial Day
Fourth of July
Labor Day
Thanksgiving Day
Christmas Day
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Neat & Repeat technicians may take before and after photos at the initial cleanings, one-time cleanings and move-in/out cleaning services. Before and after pictures afford the opportunity to ensure your satisfaction while meeting our level of cleaning standards and expectations. Occasionally the need may arise where photos are required during a recurring appointment, for example, when the home is not in its usual condition. These pictures are used for training, proof of our work performance, and promotion of our high-quality standards. We do not take photos of personal items (family photos, jewelry, etc.). If you do not want pictures taken of work areas in your home, please notify our office before your cleaning appointment to sign a waiver of liability. Our Satisfaction Guarantee will not apply when cleaning professionals are unable to demonstrate cleaning progress in your home with our office team.
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A Move-In/Move-Out Cleaning is a detailed, top-to-bottom service designed to ensure a property is in pristine condition before new tenants move in or after previous occupants move out. This cleaning provides a fresh, sanitized start for the next occupants.
Our skilled team performs an extensive cleaning regimen that includes:
Dusting and wiping of all surfaces, including baseboards, windowsills, and light fixtures
Cleaning and disinfecting high-touch areas such as light switches and doorknobs
Thorough kitchen cleaning — including countertops, sinks, and the exterior of appliances
Deep bathroom sanitization — including toilets, sinks, showers, tubs, and tiles
Vacuuming and mopping of all floor surfaces
Additional Options Available upon request:
Interior cleaning of cabinets and drawers
Inside cleaning of appliances such as refrigerators and ovens
Garage Cleaning
Window Cleaning
Please note that in some cases, the time required to complete a Move-In/Move-Out Cleaning may exceed our best estimated pricing due to the condition or lifestyle patterns of prior occupants.
There are some items we are not able to clean- Such as Delicate Chandeliers, Some Curio Cabinets with delicate items displayed within them, mini blinds, one of a kind or irreplaceable items, etc.
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If there are additional services you wish to add to your cleaning, just give us a call and we can tell you what the additional fee would be, and then add it to your next scheduled service.
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Unfortunately, if we are not given adequate notice for canceling a scheduled cleaning, or are unable to gain access to your home, a “Lock Out” fee equal to 100% of your cleaning fee will be charged to your card on file. Late cancellation and lockout fees are necessary because we consider a scheduled visit to be a reservation for your service. We do not overbook our schedule because we believe every client deserves a reliable, high-quality service. As a result, we do require 2 business days’ (48 business hours) notice to cancel a scheduled cleaning and avoid a cancellation fee.
Do note that the exact extent of tasks can vary from provider to provider. Therefore, it is best to consult with your company of choice beforehand, so as to ensure their cleaning or maid services are the right fit for your commercial property in Palm Beaches.
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It is agreed that this is an at-will relationship. No contract term is implied. Services may be canceled at any time by either party. To avoid cancellation charges, at least 48 business hours’ notice is required.
Our cancellation fee schedule is as follows:
Cancellation of more than 48 business hours in advance of your scheduled appointment: No charge
Cancellation of less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the job fee
Cancellation less than 24 business hours prior to scheduled appointment: 100% of the job fee
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If delays occur beyond the company’s control and cleaning technicians cannot enter the home or office to start cleaning, we will start billing from the time the technicians arrive.
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We usually work in two person teams, although occasionally it may be necessary to send in additional help or for one cleaning technician to work by themselves. Since each cleaning technician is working while on the job, each hour a technician is on the job is being counted. Example: The cleaning is set for 8 hours and we send two cleaning technicians, they will each be working approximately 4 hours each and together they will have accumulated 8 labor hours if they arrive at 8:00 and finish at 12:00pm. Please see graph for some common scenarios that all equal 8 labor hours.
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Neat & Repeat will provide all cleaning equipment and supplies unless otherwise arranged. During the initial cleaning we will bring our ladders. For ongoing cleaning, we ask that the clients have safe & appropriate ladders that the cleaning technicians can use.
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If you prefer us to use specific products, just let us know in advance. We’ll gladly use your preferred items and make a note for future visits.
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If your home or office has a security alarm, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with the code and steps necessary to turn off the alarm. We will reset the alarm when we leave. However, we will not be held responsible for alarms set off by mistake.
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If you reside in a gated community, please let us know prior to an estimate or booking. To prevent delays on the day of your scheduled appointment, we will require all gate access codes (exterior and interior) or prior authorization to enter the community. Please make sure the Gate House has the name Neat & Repeat on the list of approved vendors for your cleaning days. Our team will ask for all necessary entry information prior to our scheduled appointment, however, if delays occur beyond our control, the company will start billing from the initiation of wait time.
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We truly love our clients’ pets! They’re part of the family, and we’re always happy to see their friendly faces! Our cleaning technicians are trained to be gentle and mindful around animals when entering and leaving your home. To help everyone stay comfortable and safe, we ask that pets be kept away from the cleaning areas whenever possible. While we’d love to stop for a cuddle or two, our team can’t move pets from room to room during the cleaning.
If you have pets, please secure them and tidy up any pet-related messes before we arrive. For health and safety reasons, we’re unable to clean homes with flea or bed bug infestations, and we can’t pick up animal waste. If a pet’s behavior makes our team feel unsafe, we may need to pause or reschedule the cleaning.
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We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home or office, but we do ask that general clutter, clothing, toys, etc. be picked up as much as possible as this preparation allows us to focus on cleaning surfaces and not spending time tidying. If this is not the case, we may not be able to clean your home in the allotted time, or extra charges may be applied to tidy up the home before we can begin cleaning.
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No. Neat & Repeat does NOT issue refunds or credits under any circumstance. Our goal is to make sure that you are 100% satisfied with the cleaning and we will do whatever it takes to make it right.
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If our cleaning team arrives at your residential, commercial or construction property and finds the air conditioning off or the indoor temperature exceeding 78°F, we will not be able to proceed with the cleaning. Should the air conditioning be inoperable or unable to be activated, the full cleaning price will be charged. Moreover, if we arrive and discover that the water or power supply is unavailable, we regretfully cannot proceed with the cleaning service, and the full cleaning price will be charged. Your understanding in these circumstances is greatly appreciated, as we prioritize the safety and well-being of our cleaners
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Payment is due on the day of each scheduled residential cleaning. We require a credit or debit card to be kept on file for each residential client.
Unless other arrangements have been made in advance, we do require a credit/debit card to be kept on file (encrypted by Authorize.net) that will be billed upon completion of your service. In most cases we do charge for all the residential jobs the same day they are completed, however if they are completed late in the afternoon, we may not do the billing until the following business day.
Once your credit card is charged successfully, the system will automatically generate a paid invoice and a copy will be sent to you by email for your records. (If you prefer to have them sent to you via text message, please let us know and we will update that for you.)
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Depending on the size and frequency we are cleaning each office or building, we will set up an invoicing and payment system that works for each account on an individualized basis. The type of payments accepted on commercial accounts range from credit/debit card, ACH Payments or checks being mailed to our office. All of this will be determined prior to setting up your commercial account in our system and the frequency of the recurring cleaning.
Unless your business is tax-exempt then all commercial cleaning in Florida is subject to the current rate of sales tax and that will be added on to your cleanings automatically. If your business is tax-exempt, then we will keep a copy of your exemption certificate on file and sales tax will not be added to your invoice.
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At Neat & Repeat, payment for residential cleaning services is due on the day of service.
For Commercial Accounts payment is due immediately upon receipt of the invoice. The following fees apply if payment is delayed:
3 business days past due – $10 late fee
30 days past due – additional $35 late fee
Each additional month past due – $95 monthly late fee
Accounts that are 90 days or more past due will be turned over to an outside collection agency while continuing to accrue monthly late fees. In addition to the unpaid balance, clients are responsible for any reasonable collection, process serving, and attorney’s fees incurred by Neat & Repeat in the recovery process.
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For safety reasons, we do not move anything weighing more than 20 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area.
We use a three-step ladder and a six-foot ladder. This allows us to clean furniture, fans, etc.; we can only clean what we can reach with a three-step ladder, a six-foot ladder, or extension pole.
Shoes must always be worn inside the home for the health and safety of our cleaning professionals.
Neat & Repeat does not offer biohazard cleaning service or extreme hoarding removal in addition to other services that fall outside our scope of work. e.g., bodily fluids, pet accidents, litter boxes, dog kennels, insect infestations, rodent droppings, etc. due to required additional training and equipment.
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At Neat & Repeat, we take your privacy very seriously. We recognize that allowing us into your home or business is a matter of trust, and we honor that trust with the highest level of confidentiality. Any information about you, your property, or your business, whether shared verbally, in writing, or observed during service is considered strictly confidential.
Our team members are fully bound by this confidentiality agreement and understand that your privacy must always be protected. We will never share or discuss client information with anyone outside the company. The only exception is when a client gives written permission for us to use their name or feedback as a reference or testimonial to help others learn about our services.
Your trust means everything to us, and we’re committed to treating your home, office and personal information with the utmost respect and discretion.
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Our Deep Cleaning (also called an Initial Cleaning) is different from our recurring or maintenance cleanings in several ways. Think of it as a detailed “reset” for your home,similar to a spring cleaning or a much-needed catch-up cleaning. Even in the most organized homes, dust, buildup, and residue can quietly accumulate over time. When that buildup has been there for a while, it naturally takes more time and effort to remove.
Before we can begin regular maintenance cleanings, we start with an Initial Deep Cleaning to ensure everything is truly fresh and clean from the start. There’s a big difference between old buildup and new buildup and if we don’t remove the old layers first, even the best maintenance cleanings won’t make your home or office look and feel as sparkling as it should.
It’s not unusual for our deep cleaning visits to take two to three times longer than a standard recurring cleaning. Hand-washing baseboards, woodwork, and blinds (note: plastic and aluminum mini-blinds are excluded) is one reason deep cleanings take extra time. We also clean ceiling fans, air vents, and tall plant shelves that can be reached with a 6- or 8-foot ladder. In your kitchen and bathrooms, we spend additional time on detailed cleaning. Think of it as a spa treatment for your home or office.
At Neat & Repeat, we believe in fair and flexible pricing. Our deep cleanings are priced based on a set number of labor hours to ensure thorough, quality results. While our online estimating tool provides accurate estimates for most homes and offices, some spaces may need additional time for a truly complete cleaning. If that happens, we’ll always let you know right away so you can decide whether to authorize more time or have us focus on priority areas within your original estimate.
Our goal is simple: to deliver an exceptional, refreshingly clean home or office with no surprises. Just honest communication and sparkling results.
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Recurring cleaning, also known as maintenance cleaning is designed to keep your home or office consistently fresh, tidy, and welcoming after an Initial Deep Cleaning. Scheduled on a daily,weekly, bi-weekly, or monthly basis, this service provides the comfort and convenience of having a trusted cleaning team visit regularly to maintain that just-cleaned feeling.
During each visit, our cleaning professionals’ dust and clean all surfaces, vacuum and mop floors, disinfect kitchens and bathrooms, and refresh bedrooms and common areas. High-touch surfaces are sanitized regularly to help maintain a healthy environment for you, your family, or your team.
We’re also happy to accommodate special requests so your cleaning routine fits your exact needs and preferences.
As a thank-you for your loyalty, our recurring clients receive a special discount on services. It’s our way of showing appreciation for those who choose Neat & Repeat to keep their spaces sparkling week after week.
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Our On Demand Cleaning is not unlike recurring cleaning. On Demand cleanings are designed for those times when you require an immediate, one-time, or as needed cleaning. They are perfect for special occasions, unexpected guests, or just when you want your home or office to shine.
These cleanings have the same scope of work as a reoccurring cleaning simply accompanied by more time and additional cost because of the lack of recurring service as described above. The On Demand Cleaning is a fantastic service when your home or office does not need the deep cleaning outlined in the Deep Cleaning/ Initial Cleaning service offering.
