Terms of Service
Effective Date: 22/08/2025
Last Updated: 22/08/2025
1. About These Terms
Welcome to neatly! These Terms of Service govern your use of our platform and the cleaning services provided by independent contractors through our marketplace.
By using neatly, you agree to these terms. If you don't agree, please don't use our service.
Key Information
- Service Provider: neatly (business registration in progress)
- Contact: support@theneatlyapp.com
- Platform: Web application at theneatlyapp.com
2. Our Service
What We Do
neatly operates a digital marketplace that connects customers with independent cleaning contractors in London. We facilitate bookings, payments, and communications between customers and cleaners.
What We Don't Do
We do not directly provide cleaning services. All cleaning is performed by independent contractors who set their own schedules, rates, and service standards. We are not responsible for the quality of cleaning services provided.
Service Areas
Our services are currently available within Greater London. Service availability depends on cleaner availability in your specific area.
3. User Accounts
Account Creation
- You must be at least 18 years old to create an account
- Provide accurate, current, and complete information
- Maintain the security of your account credentials
- Notify us immediately of any unauthorized access
Account Types
Customer Accounts
Book cleaning services, manage appointments, make payments
Cleaner Accounts
Provide cleaning services, manage availability, receive payments
Account Responsibilities
You are responsible for all activities under your account. Keep your login credentials secure and do not share your account with others.
4. Booking & Payment Terms
Booking Process
- Select cleaning service type and requirements
- Choose date, time, and duration
- Review and confirm booking details
- Make payment via our secure payment system
- Receive confirmation and cleaner assignment
Pricing
- • Prices are set by individual cleaning contractors
- • All prices include VAT where applicable
- • Platform fee may be added to the total cost
- • Prices displayed are indicative and may vary based on specific requirements
Payment
- Payment is processed securely via Stripe
- Payment is due at the time of booking
- We accept major credit/debit cards and digital wallets
- Refunds are subject to our cancellation policy
5. Cancellation & Refunds
✅ Free Cancellation
Cancel up to 24 hours before your appointment for a full refund
⚠️ Late Cancellation
Cancellations within 24 hours may incur a 50% fee
❌ No-Show
Failure to provide access or be present may result in full charge
Refunds are processed within 5-10 business days to your original payment method.
6. User Conduct
Acceptable Use
When using our platform, you agree to:
- Treat cleaners with respect and professionalism
- Provide accurate service requirements and property access
- Maintain a safe and appropriate work environment
- Use the platform only for legitimate cleaning services
Prohibited Activities
You may not:
- • Use the platform for illegal or inappropriate purposes
- • Harass, discriminate against, or abuse cleaning contractors
- • Attempt to circumvent payment through the platform
- • Share account credentials or create multiple accounts
- • Interfere with the platform's operation or security
7. Liability & Insurance
Our Liability
Platform Service: Our liability is limited to the platform service we provide. We are not liable for the quality, safety, or legality of cleaning services provided by contractors.
Our total liability for any claim is limited to the amount you paid for the specific booking in question, up to a maximum of £500 per incident.
Cleaner Insurance
All cleaning contractors on our platform are required to maintain appropriate public liability insurance. However, you should verify coverage details directly with your assigned cleaner.
Your Responsibilities
- Ensure property is safe for cleaning services
- Secure or remove valuable items before service
- Provide clear access instructions and requirements
- Report any issues immediately after service completion
8. Intellectual Property
The neatly platform, including its design, features, content, and trademarks, is owned by neatly Limited and protected by intellectual property laws.
You may use our platform for its intended purpose but may not reproduce, distribute, or create derivative works without our written permission.
9. Data Protection
Your privacy is important to us. Please review our Privacy Policyfor details on how we collect, use, and protect your personal information.
By using our service, you consent to the collection and use of your information as described in our Privacy Policy.
10. Dispute Resolution
Customer Service
For any issues or disputes, first contact our customer service team at support@theneatlyapp.com. We aim to resolve issues within 48 hours.
Governing Law
These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. For qualifying disputes, you may also use the Online Dispute Resolution platform provided by the European Commission.
11. Changes to These Terms
We may update these terms from time to time to reflect changes in our service, legal requirements, or business practices. We will notify you of significant changes via email or platform notification.
Continued use of the platform after changes take effect constitutes acceptance of the updated terms.
12. Contact Information
Get in Touch
General Inquiries: info@theneatlyapp.com
Customer Support: support@theneatlyapp.com
These Terms of Service were last updated on 22/08/2025.
Thank you for choosing neatly for your cleaning needs.