Terms & Conditions Last updated: March 2026
By booking a cleaning service with HelloNeat, you agree to the following terms and conditions. Please read them carefully before scheduling your appointment.
1. Services HelloNeat provides residential cleaning services in New York City including Standard Cleaning, Deep Cleaning, Move In/Out Cleaning, and Short-Term Rental Turnover Cleaning. All services are performed by independent contractors vetted and managed by HelloNeat.
2. Booking & Payment All bookings are made online through our booking platform. Payment is processed securely at the time of booking. We accept all major debit and credit cards. Cash payments are not accepted.
3. Cancellation & Rescheduling Changes made more than 24 hours before your appointment are free of charge. Changes made within 24 hours incur an $80 fee. Changes within 3 hours of the appointment will be charged a 3-hour minimum. Same-day cancellations are charged the full service amount. If our cleaner arrives and cannot access the property, the full charge applies. All cancellations must be made through your customer dashboard.
4. Re-Clean Policy If you are unsatisfied with any part of your clean, notify us within 24 hours with photos of the affected areas. We will return to re-clean the specific missed areas at no additional cost. Refunds are not provided for completed work.
5. Access to Property Clients must provide clear access instructions in advance. HelloNeat and its contractors are not responsible for any issues arising from incomplete or incorrect access information provided by the client.
6. Liability & Insurance HelloNeat is fully insured and bonded. Any damage claims must be reported within 24 hours of your cleaning with a written description and photos. We will not be held liable for pre-existing damage or damage resulting from items not disclosed at the time of booking.
7. Independent Contractors All cleaning professionals working under the HelloNeat name are independent contractors, not employees of HelloNeat LLC. HelloNeat is responsible for vetting, training, and quality standards but is not the employer of record for cleaning staff.
8. Service Refusal HelloNeat reserves the right to refuse or discontinue service if conditions are deemed unsafe, hazardous, or significantly beyond the scope of what was described at booking. In such cases, a partial charge may apply for time spent on site.
9. Changes to Terms HelloNeat reserves the right to update these terms at any time. Continued use of our services following any changes constitutes acceptance of the updated terms.
Contact For questions about these terms, contact us at info@helloneatcleaning.com