Terms of Service & FAQ’s
Thank you for choosing Neat & Repeat Cleaning. We truly appreciate the opportunity to care for your home or office. The information below outlines our terms of service and answers some common questions about how our services work.
These guidelines help us create a safe environment for our employees and ensure clear expectations so we can continue delivering the high quality service our clients expect.
Online prices are subject to final inspection of your home, office, or property when your team arrives, as well as all online terms of service.
This Terms of Service document serves three purposes:
• Provides information about our services, including frequently asked questions
• Provides information regarding the different types of cleanings we offer
• Provides information regarding cleaning fees and policies
Quick Policy Summary
To keep things running smoothly for everyone, here are the policies clients ask about most often.
Cancellation Notice
We understand that life happens and schedules occasionally change. Because each appointment time is reserved specifically for your home or office, we ask that you provide at least two business days (48 business hours) notice if you need to cancel or reschedule. This allows us time to offer the appointment to another client and keep our technicians’ schedules full.
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 less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the scheduled job fee
Cancellation less than 24 business hours prior to scheduled appointment: 100% of the scheduled 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.
Lockout Policy
Because our technicians have already traveled to your home or office and reserved time on the schedule for your appointment, the cleaning fee still applies.
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.
Arrival Window
Residential cleaning is performed from 8:00 AM to 5:00 PM Monday to Friday. Saturdays may be available on request for special occasions. Occasionally, we may need to stay past 5:00 PM if needed to finish the job.
If you are the first home or office on the schedule, the cleaning technicians will arrive at 8:00 AM.
We send out text and/or email notifications to remind you of your upcoming cleanings. However, because these reminders are sent through a third party provider, we cannot guarantee 100 percent deliverability. Therefore, it is important that you also track your cleanings on your calendar in case you do not receive the reminder texts or emails.
The reminder notifications are sent with a plus/minus 45 minute arrival window. This window applies to 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 Martin County
772-220-7915
Neat & Repeat Palm Beaches
561-245-3839
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Scheduling, Arrival Times and Cancellations
How do I know what time the team will arrive?
Residential cleaning is performed from 8:00 AM to 5:00 PM Monday to Friday. Saturdays may be available 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, because these reminders are sent through a third party provider, we cannot guarantee 100% deliverability. Therefore, it is important that you also track your cleanings on your calendar in case you do not receive the reminder texts or emails.
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 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 Martin County
772-220-7915
Neat & Repeat Palm Beaches
561-245-3839
May I specify the arrival time of my cleaning?
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.
Do I need to sign a contract?
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.
What if I need to cancel or reschedule the cleaning?
We understand that life happens and schedules occasionally change. Because each appointment time is reserved specifically for your home or office, we ask that you provide at least two business days (48 business hours) notice if you need to cancel or reschedule. This allows us time to offer the appointment to another client and keep our technicians’ schedules full.
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 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.
What if I forget to cancel the cleaning, cancel the morning of the cleaning or you are locked out of my home on the day of the cleaning?
Because our technicians have already traveled to your home and reserved time on the schedule for your appointment, the cleaning fee still applies.
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 percent of your cleaning fee will be charged to your card on file.
How do I cancel my On-Going Cleaning Service with you?
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.
What happens if there is a delay before technicians can enter the home?
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.
Payment, Taxes and Fees
What is the Payment Policy for Residential Cleanings?
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 require a credit/debit card to be kept on file 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.
What is the Payment Policy for Commercial Cleanings?
Depending on the size and frequency of the office or building, we will set up an invoicing and payment system that works for each commercial account individually.
Payment methods may include credit card, ACH payments, or checks 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.
What happens if my account has invoices and payments that are Past-Due?
Residential cleaning services are due 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.
May I tip my cleaner?
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.
Estimates and Pricing
Online prices are subject to final inspection of your home, office, or property when your team arrives and all online terms of service.
Our pricing structure is based on a fixed number of labor hours. In most cases this allocation allows us to clean your home thoroughly and comprehensively. It’s important to acknowledge that our online estimating tool accounts for standard requirements.
However, certain homes or offices might necessitate more time for cleaning than initially estimated by the online estimating tool. In such cases, we commit to informing you promptly. This way, you can decide whether to authorize additional time for the job or prioritize specific rooms within the allocated time frame. Should this be the case, we are prepared to collaborate on a plan that aligns with your preferences and budget. You have the option to extend the cleaning duration for a comprehensive cleaning now, or we can address it in subsequent visits. Moreover, you have the freedom to designate priority areas for us to concentrate on.
Our aim is to deliver an exceptional home cleaning experience, devoid of any unexpected cost surprises. Your satisfaction is paramount, and our pricing transparency reflects this commitment.
How are labor hours calculated?
We usually work in two person teams although occasionally additional technicians may assist or one technician may complete the job alone.
Each technician’s time counts toward the total labor hours.
Example:
If a cleaning is scheduled for 8 hours and we send two technicians, each will work about 4 hours. Together, they contribute a total of 8 labor hours (for example, arriving at 8:00 AM and finishing at 12:00 PM).
Please see the graph for some common scenarios that all equal 8 labor hours.
Initial Cleaning Requirement
To ensure consistent quality and maintain our standards, Neat & Repeat may require an Initial Deep Cleaning prior to starting recurring service.
If a home or office has excessive buildup, has not been professionally cleaned recently, or does not meet maintenance-level condition, an Initial Deep Cleaning will be required before recurring services can begin.
Neat & Repeat reserves the right to reassess the condition of the property upon arrival and adjust the service type, scope, or pricing as needed.
Time-Based Cleaning
Our services are based on a set number of labor hours. If additional time is needed due to the condition of the home or office, we will contact you to approve additional time.
If additional time is not approved, the cleaning team will prioritize key areas within the allotted time.
Pricing & Rate Adjustments
Our pricing is designed to reflect the scope, condition, and requirements of each home or office. As these factors change over time, pricing may be adjusted accordingly.
Neat & Repeat reserves the right to adjust pricing at any time based on changes in the scope of work, property condition, service requirements, or operating costs.
Rate adjustments may occur due to, but are not limited to:
Changes in service frequency or scheduling needs
Remodels, renovations, or construction
Changes in the size, condition, layout, or use of the property
Increase in occupants, employees, visitors, or overall usage of the space
Significant additions of furniture, equipment, inventory, or areas to be cleaned
Changes in service expectations or requested tasks
Initial service quotes that do not accurately reflect the actual scope of work
Ongoing reassessment of the property after initial or recurring services
Increases in operating costs, including labor, supplies, insurance, and market conditions
Pricing is based on the condition of the property at the time of service and may be reassessed if conditions change over time.
Clients will be notified prior to any pricing changes using the contact information on file. Updated pricing will apply to all future services.
By continuing with scheduled services after a rate adjustment has been communicated, the client acknowledges and agrees to the updated pricing.
Neat & Repeat reserves the right to suspend or discontinue services if updated pricing is not accepted.
Preparing for Your Cleaning
How do I prepare for my cleaning?
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, children's toys, etc. Please make sure all dishes are put away so we can thoroughly clean your kitchen. Sensitive or personal items should be put away prior to the cleaning.
Do I have to pick up before the team arrives?
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.
Home, Office and Building Access
How will your team access the property if I’m not there?
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.
We 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.
Neat & Repeat is not responsible for any issues arising from unsecured access points or instructions provided by the client for property entry.
How do you handle Security Alarms?
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.
I live in a gated community and need to provide a gate code?
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.
Supplies and Equipment
Do I need to supply any cleaning supplies or equipment?
Neat & Repeat provides all standard cleaning supplies and equipment needed to perform our services. During the initial cleaning we will bring ladders if needed. For ongoing service, clients must provide a safe and appropriate ladder if areas require technicians to reach higher spaces.
An appropriate ladder is defined as either: a 6-foot ladder, or a three-step ladder with a rear support bar or handrail for stability
For safety reasons, small step stools or compact step stools without rear support are not permitted for our technicians to use.
Please note that floor steamers (including Shark steam mops or similar machines) are not used by our cleaning technicians as part of our services.
What if I want you to use my cleaning supplies or equipment?
If you prefer that we use specific cleaning products or equipment, please notify us in advance. We are happy to use client-provided items and will note this preference for future visits.
When client-provided supplies or equipment are used, Neat & Repeat is not responsible for normal wear and tear, depletion of products, or damage resulting from ordinary use during cleaning services. This includes, but is not limited to, vacuums, attachments, cleaning tools, bottles, or other household cleaning equipment that may experience typical wear such as loss of suction, clogged filters, broken belts, full canisters, or general mechanical failure during normal operation.
For safety and compliance, Safety Data Sheets (SDS) must be available for any client-provided products our staff will use. If a product is determined to be unsafe, incompatible with our cleaning products, or poses a potential chemical reaction risk, our technicians will not be permitted to use that product.
Floor steamers or similar steam cleaning machines will not be used, even if provided by the client.
Cleaning Technicians
Do you use employees or subcontractors, and are they trained and insured?
All cleaning technicians are W-2 employees of Neat & Repeat. We do not use independent contractors or subcontractors. Our employees meet strict hiring and training standards and meet all federal requirements regarding their ability to legally work in the United States.
Neat & Repeat is fully licensed, bonded, and insured, and all employees are covered under our liability insurance and Worker’s Compensation insurance.
In addition, our cleaning technicians complete professional training and have achieved the designation of Certified Professional Housekeeper through ISSA Residential, an international organization that provides professional training and certification for residential and commercial cleaning technicians.
Do you always send the same team of house cleaners?
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.
How do you maintain good Quality Control?
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 or office. 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.
Can I hire your employees directly to do work on the side for me?
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.
Cleaning Technicians
Do you use employees or subcontractors, and are they trained and insured?
All cleaning technicians are W-2 employees of Neat & Repeat. We do not use independent contractors or subcontractors. Our employees meet strict hiring and training standards and meet all federal requirements regarding their ability to legally work in the United States.
Neat & Repeat is fully licensed, bonded, and insured, and all employees are covered under our liability insurance and Worker’s Compensation insurance.
In addition, our cleaning technicians complete professional training and have achieved the designation of Certified Professional Housekeeper through ISSA Residential, an international organization that provides professional training and certification for residential and commercial cleaning technicians.
Do you always send the same team of house cleaners?
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.
How do you maintain good Quality Control?
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 or office. 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.
Can I hire your employees directly to do work on the side for me?
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.
Service Policies and Safety
Pets:
What if I have a pet?
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.
Clients are responsible for any injury or damage caused by their pets to Neat & Repeat employees or equipment.
Smoking:
What is your policy on smoking?
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.
Breakage and Damage:
What if something is broken or damaged?
At Neat & Repeat, our team takes great care when cleaning your home or office. However, despite all precautions, occasional accidents can occur.
If you notice any damage or breakage, please notify our office within 24 hours so we can take appropriate action. Our team members are also instructed to report any accidental damage or pre-existing issues discovered during the cleaning. If you are not present, your cleaning team will leave a note on-site, and our office will follow up with you.
If an item is damaged by a Neat & Repeat employee, we reserve the right to repair or replace the item at our discretion. In some cases, we may coordinate a professional repair. For unique, high-value, or irreplaceable items, documented proof of value may be required to determine an appropriate resolution.
Neat & Repeat does not assume liability for:
Normal wear and tear
Deterioration caused by age
Improperly installed items
Damage resulting from improper assembly, construction, or mounting
Items that are unstable, delicate, top-heavy, or improperly secured
Wall hangings not properly installed with secure hardware capable of supporting their weight
We reserve the right to decline cleaning any item or area that may pose a risk of damage due to its condition, installation, or stability.
To help prevent accidents, we kindly ask that all fragile, valuable, or sentimental items be safely stored prior to your cleaning. You may also request that certain areas or items be skipped. Proper installation and security of all items in the home are the responsibility of the client.
Valuables and Restricted Areas:
What should I do with my valuables, heirlooms, or irreplaceable items?
Please put all valuables away prior to us arriving. 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.
Quality Control Issues:
What if an area cleaned was missed or I am not happy with a part of the cleaning?
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!
Do I get a refund, credit or adjustment if I’m not satisfied?
We do not offer refunds. If you are not satisfied with any area of your cleaning, please notify our office within 24 hours and we will return to re-clean the area at no additional cost. Our goal is to make sure that you are 100% satisfied with the cleaning.
Air Conditioning, Water & Power:
What if the cleaners arrive and there is no air conditioning, water or power?
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.
Safety:
Will your cleaners move heavy objects and furniture?
For safety reasons, we do not move anything weighing more than 25 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.
Privacy and Confidentiality
How do you protect my privacy and keep my information confidential?
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.
Other Notices
Severe Weather and Unforeseen Events
Neat & Repeat may close for business when severe weather or other conditions compromise the safety of our staff. If local schools are closed due to severe weather, we may also close, as many of our team members have school-aged children and must remain home with their families.
If your scheduled cleaning falls on a day when we are closed due to severe weather or similar circumstances, we will contact you as soon as possible to reschedule your service.
Force Majeure: Neat & Repeat shall not be liable for delays, schedule changes, interruptions, or cancellations caused by events beyond our reasonable control. These events may include, but are not limited to, severe weather, hurricanes, natural disasters, flooding, school closures, public emergencies, government actions, power outages, transportation disruptions, labor shortages, or pandemics. In such cases, services will be rescheduled at the next available appointment time.
What if my cleaning falls on a Holiday?
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
Do you take pictures before and after the initial cleaning?
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, valuables, etc.). Photos will never be used to identify the client or exact property location without written consent.
If you do not want pictures taken of work areas in your home, please notify our office before your cleaning appointment.
Our Satisfaction Guarantee will not apply when cleaning professionals are unable to demonstrate cleaning progress in your home with our office team.
Types of Cleanings
What is an Initial Deep Cleaning?
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 naturally accumulate over time. When buildup has been present for an extended period, it takes additional time and effort to properly 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-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.
What is a Recurring (Maintenance) Cleaning?
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.
What are On Demand Cleanings?
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.
What is a Move In/Out Cleaning?
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.
What is a Post-Construction Cleaning?
Post-Construction Cleaning is a detailed service designed to remove dust, debris, and residue left behind after construction, renovation, or remodeling projects.
This service focuses on making the space safe, clean, and ready for occupancy by addressing fine dust that settles on surfaces throughout the home or office.
Due to the nature of construction work, dust may continue to settle after the initial cleaning. In some cases, multiple cleanings may be recommended to achieve the desired result.
Neat & Repeat is not responsible for:
Dust that resettles after cleaning
Improperly sealed surfaces or materials
Paint, caulk, adhesive, or construction residue that cannot be removed without risk of damage
Damage resulting from poor workmanship, improper installation, or unfinished construction
All construction must be fully completed prior to your scheduled cleaning, including flooring, painting, and installation of fixtures. The property must also have running water, electricity, and air conditioning.
Additional cleaning visits may be required and will be quoted separately.
What if I want something cleaned that is NOT included in my Recurring Maintenance Service?
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.