Terms & Conditions

1. Agreement to Terms

By booking a cleaning service with NeatNow ("we," "us," or "our"), you ("customer" or "you") agree to be bound by these Terms & Conditions. If you do not agree to these terms, please do not use our services.

NeatNow provides residential and commercial cleaning services in Calgary, Alberta, and surrounding areas.

2. Booking & Scheduling

2.1 Service Confirmation

All bookings are confirmed via email. You will receive a confirmation with your scheduled date, time window, and service details.

2.2 Arrival Time

Our cleaners will arrive within a 1-hour window of your scheduled appointment time. Traffic and previous appointments may occasionally affect arrival times.

2.3 Access to Property

You must provide access to your property at the scheduled time. If our team cannot access your property, a cancellation fee may apply (see Section 4).

3. Service Policies

3.1 Scope of Work

The scope of each cleaning is determined by the service type booked (Standard Clean, First Time Clean, Move In/Out Clean, or Commercial Clean). Specific inclusions are outlined on our service pages and in your booking confirmation.

3.2 Service Limitations

For safety reasons, our cleaners:

• Will not clean any item or area that cannot be safely reached using telescopic cleaning tools and a step stool
• Will not move furniture or items exceeding 20 pounds
• Will not clean biohazardous materials, bodily fluids, or animal waste
• Will not perform outdoor cleaning tasks
• Will not clean inside ovens unless specifically booked as an add-on

3.3 Supplies & Equipment

NeatNow provides all standard cleaning supplies and equipment. If you have specific product preferences or allergies, please notify us at the time of booking.

3.4 Pets

A flat $25 pet fee applies per visit when there are pets in the home, disclosed at booking. Please secure pets in a safe area during the cleaning appointment, and pick up any pet messes beforehand; litter boxes and pet accidents are outside our cleaning scope. If your pet will be roaming free, let us know ahead of time so our cleaner can watch the doors; we cannot take responsibility for a pet that gets out.

4. Cancellation & Rescheduling

4.1 Cancellation Policy

You may cancel or reschedule your appointment with at least 24 hours' notice at no charge. Please notify our office directly; telling the cleaning team at your home is not considered notice.

Late cancellations (less than 24 hours' notice): A cancellation fee of $79 will apply to cover our team's reserved time. We may waive it at our discretion.

4.2 No-Shows

If our team arrives and cannot access your property (locked out, no one home, etc.), it is treated as a cancellation with less than 24 hours' notice and the $79 cancellation fee applies.

4.3 Rescheduling by NeatNow

In rare circumstances (illness, emergencies, severe weather), we may need to reschedule your clean. We aim to give you at least 24 hours' notice, and we will tell you the moment we know. We will work with you to find the next time that works.

5. Pricing & Payment

5.1 Pricing

Prices are based on the service type, home size, and frequency selected. Recurring service customers (weekly, bi-weekly) receive discounted rates compared to one-time bookings.

5.2 Payment Methods

There is no upfront payment and no deposit to book. A pre-authorization hold is placed on your card the day before your clean, and the charge is applied only after the service is completed. If a hold is never charged, it expires within seven days. We accept Visa, Mastercard, and American Express, processed securely through Stripe. We do not accept cash.

5.3 Price Adjustments

If the actual condition of your home differs significantly from what was described at booking (excessive clutter, undisclosed square footage, etc.), we reserve the right to adjust pricing accordingly. Any adjustments will be communicated before proceeding.

6. Satisfaction Guarantee

6.1 24-Hour Guarantee

If you are not satisfied with any aspect of your cleaning, contact us within 24 hours of service completion. We will return to address the specific areas of concern at no additional charge.

6.2 Reporting Issues

To request a re-clean, please contact us at [email protected] or call 587-325-8281 within 24 hours. Please describe the specific areas that did not meet your expectations.

6.3 Limitations

The satisfaction guarantee covers cleaning quality only. It does not cover pre-existing damage, stains that cannot be removed with standard cleaning methods, or areas not included in your booked service.

7. Damages & Liability

7.1 Insurance Coverage

NeatNow carries $2,000,000 in commercial liability insurance. All cleaners are background-checked.

7.2 Reporting Damages

If you notice any damage to your property that you believe occurred during our service, please report it within 24 hours by contacting us with photos and a description of the damage.

7.3 Fragile Items

Please secure or remove fragile, valuable, or irreplaceable items before your cleaning appointment. While we take great care, accidents can happen, and we cannot be held responsible for items of exceptional value that were not disclosed or secured.

7.4 Limitation of Liability

NeatNow's liability for any claim arising from our services is limited to the amount paid for the specific service in question. We are not liable for indirect, incidental, or consequential damages.

8. Privacy

Your privacy is important to us. Please review our Privacy Policy for information on how we collect, use, and protect your personal information.

Our phone and text service runs on Quo, which provides call transcription. Calls to and from NeatNow may be transcribed for quality and support purposes, and we never share your information with third parties without your consent, except where the law requires it.

9. Non-Solicitation

You agree not to directly hire, solicit, or contract with any NeatNow cleaner who has serviced your property for a period of 12 months following their last visit to your home. If you wish to hire a cleaner directly, a flat placement fee of $2,500 applies.

10. Changes to Terms

We may update these Terms & Conditions from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes are posted constitutes acceptance of the revised terms.

11. Contact Us

If you have questions about these Terms & Conditions, please contact us:

• Email: [email protected]
• Phone: 587-325-8281