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Terms & Conditions

 

1. Introduction

This document outlines the terms and conditions for the cleaning services provided by NeatPro Ltd ("we", "our", "us") to the customer ("you", "your", "the client", "the customer"). By using our cleaning services, you agree to the following terms.

 

We reserve the right to update or modify these Terms and Conditions at any time to reflect changes in our services or business practices. Clients will be notified of significant changes via email.  Continued use of our services after such updates constitutes acceptance of the updated terms.

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2. Services Provided

We provide professional cleaning services that include:

  • End of Tenancy Cleaning (includes general deep cleaning, carpet cleaning, oven cleaning, garden cleaning and external window cleaning)

  • Building communal cleaning

  • After renovation cleaning

  • Commercial cleaning (e.g., office cleaning, retail)

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3. Request for Cleaning and Confirmation

  • All requests for cleaning work must be made via email and are subject to availability.

  • Once we receive your cleaning request , you will receive a confirmation email with the details of the service, including the date, time, and price.

  • The booking of our cleaning services is only confirmed once the customer receives a written confirmation from us.

 

4. Payment 

  • We accept card payment and bank transfer as payment methods.

  • The customer is responsible for ensuring that payment is paid in full by the due date indicated on the invoice.

  • If the invoice remains unpaid for more than 30 days, legal action may be taken to recover the outstanding amount, and the customer will be liable for all collection fees.

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5. Cancellation Policy

  • You can cancel or reschedule your cleaning appointment up to 2 hours in advance. 

  • If the client is unable to provide access on the scheduled date, they must inform NeatPro Ltd as soon as possible, and no later than 2 hours before the cleaning service is due to take place.

  • We reserve the right to cancel or reschedule the service due to unforeseen circumstances such as illness, weather, or other emergencies. In such cases, we will notify you as soon as possible and offer a rescheduled appointment.

 

6. Liability

  • We take care to perform all services with diligence and skill. However, we are not responsible for any damage caused to items that have pre-existing damage or vulnerable (e.g, breakable items).

  • We are not liable for any loss or damage to your property unless it is caused by our negligence.

  • For any special services, such as carpet cleaning or after-renovation cleaning, you must ensure the property is safe for cleaning staff, and we are not liable for any damage caused by previous work or damage.

 

7. Health, Safety & Respect For Staff

  • For health and safety reasons, we request that any hazardous materials or areas that may pose a risk to our cleaning staff are reported prior to the appointment.

  • If you do not want us to use our cleaning products, it is your responsibility to ensure that cleaning products used on your property are safe for your surfaces and that our staff is informed about any specific cleaning instructions.

  • We reserve the right to refuse service if we believe there are health and safety risks, such as unsanitary conditions or dangerous environments.

  • We are committed to maintaining a safe and respectful working environment for our staff. As such, we require all clients to treat our team members with dignity, respect and courtesy. Any behaviour that is deemed disrespectful, harassing, abusive or unprofessional towards our staff will constitute a material breach of these terms. In the event of such behaviour, we reserve the right to immediately terminate our services without notice or liability.

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8. Complaints

  • If you are unsatisfied with the cleaning service, please notify us within 24 hours of the service completion. We will review your complaint and aim to resolve the issue promptly.

  • If the cleaning was not done according to our agreed standards, we will offer to rectify the issue at no additional charge.

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9. Termination of Service

  • Either party may terminate the service at any time without notice.

  • In case of any breaches of these terms (e.g. repeated late payments, improper conduct, verbal abuse, etc.), we reserve the right to terminate the service without notice or liability.

 

10. Force Majeure

We shall not be liable for failure to perform any of our obligations due to causes beyond our reasonable control, such as natural disasters, strikes, or government actions.

 

11. Governing Law

These terms and conditions are governed by the laws of England/Wales/Scotland/Northern Ireland and any disputes will be resolved in the appropriate courts.

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