Privacy Policy – Book Neatly

Neatly LLC — Privacy policy

Last Updated: May 2026

Welcome to Neatly LLC

At Neatly LLC (“Neatly,” “we,” “our,” or “us”), your privacy is important to us. This Privacy Policy explains how we collect, use, store, and protect personal information collected through Bookneatly.com, our booking platform, and our cleaning services.

When you visit our website, request a quote, schedule services, contact our team, or use our platform, we may collect information such as your name, phone number, email address, service address, booking details, payment-related information, and communication history. We may also automatically collect limited technical information, including device information, browser type, website activity, IP address, cookies, and analytics data to improve website functionality and customer experience.

We use the information we collect to provide services, schedule appointments, process payments, communicate regarding bookings, improve our website and operations, personalize customer experiences, prevent fraud, and comply with legal obligations. Payment information may be securely processed through third-party providers and booking platforms, and Neatly does not store full credit card details on its servers.

We do not sell personal information. Information may be shared only with trusted service providers, payment processors, scheduling platforms, cleaning professionals performing services, technology providers supporting our operations, or when required by law.

We take reasonable administrative, technical, and physical safeguards to protect customer information from unauthorized access, loss, misuse, or disclosure. While we work to protect your information, no online transmission or storage method can be guaranteed to be completely secure.

We retain personal information only for as long as reasonably necessary to provide services, maintain records, comply with legal requirements, resolve disputes, and operate our business effectively.

By using our website and services, you consent to the collection and use of information as described in this Privacy Policy. We may update this policy periodically, and updates become effective when posted on this page.

If you have questions regarding this Privacy Policy or your personal information, please contact us:

2. Booking & Scheduling

Appointments are scheduled based on availability and are not considered confirmed until approved by Neatly. Appointment times represent estimated arrival windows rather than guaranteed exact arrival times. Arrival times may be affected by:

Neatly will make reasonable efforts to communicate significant delays whenever possible.

3. Property Access

Clients are responsible for providing safe and timely access to the property at the scheduled appointment time. This may include:

If our team cannot access the property within a reasonable timeframe, a lockout or cancellation fee may apply. Properties must have:

Neatly reserves the right to refuse or discontinue service if utilities are unavailable or conditions are unsafe.

4. Cleaning Supplies & Equipment

Neatly provides standard professional cleaning supplies and equipment needed for most cleaning services. If clients prefer specific cleaning products to be used, those products must be left accessible and clearly communicated prior to service. Neatly LLC is not responsible for any damage, staining, discoloration, or reactions caused by customer-provided products. For safety reasons, our cleaning professionals may decline the use of certain hazardous or unsafe chemicals

5. Pricing & Estimates

Pricing is based on:

Online quotes and estimates are based on the information provided during booking and may be adjusted if the actual condition or scope differs from the original booking details.
Additional charges may apply for:

Excessive buildup
Heavy grease
Excessive pet hair
Hoarding conditions
Excessive clutter
Post-construction debris
Excessive dishwashing
Biohazards
Specialty requests
Homes requiring significantly more time than estimated

Whenever possible, any pricing adjustments will be discussed before proceeding. Neatly reserves the right to refuse service if conditions fall outside the booked scope or create unreasonable health or safety risks.

6. Payment Terms

Payment is due upon completion of service unless otherwise agreed upon in writing. Neatly reserves the right to:

Clients are responsible for maintaining valid payment information on file. Returned payments, disputes, reversed charges, or chargebacks related to completed services may result in additional administrative fees.

7. Cancellation & Rescheduling Policy

Appointments may be canceled or rescheduled without penalty if notice is provided before 5:00 PM on the day prior to service. The following may result in cancellation fees:

Cancellation fees help compensate cleaning professionals for reserved scheduling time, blocked availability, and travel expenses. Recurring clients who repeatedly cancel or reschedule may lose preferred scheduling availability.

8. Recurring Services

Recurring cleaning services reserve recurring appointment times for clients. Recurring appointments may be paused, skipped, rescheduled, or canceled in accordance with the cancellation policy above. Neatly reserves the right to adjust recurring pricing with reasonable prior notice.

9. Satisfaction Guarantee

Client satisfaction is important to us. If an area included in the original booking was missed during the cleaning, clients must notify Neatly within 24 hours of service completion. Neatly may, at its discretion:

The satisfaction guarantee applies only to:

The guarantee does not apply when:

The property has been re-entered or used after service
Additional messes occur after cleaning
Areas were inaccessible during service
Permanent staining, wear, discoloration, or damage exists
Third parties altered the cleaned space after completion

Neatly reserves the right to determine the appropriate corrective action.

10. Health & Safety Conditions

Neatly reserves the right to refuse, stop, or reschedule services if conditions are considered unsafe or hazardous. Unsafe conditions may include:

Aggressive pets
Threatening or inappropriate behavior
Severe clutter or hoarding
Mold
Pest infestations
Human or animal waste
Biohazards
Drug paraphernalia
Unsafe structural conditions
Weapons openly accessible
Illegal activity

If service must be discontinued due to unsafe conditions, full or partial charges may still apply.

Neatly is not responsible for pets escaping due to unsecured doors, gates, or client instructions.

To ensure cleaning efficiency and quality, clients are encouraged to prepare the space prior to arrival. Excessive clutter may:

Neatly cleaning professionals are not responsible for organizing excessive clutter unless specifically booked as part of the service.