Last updated: September 12, 2026

Neatez Inc. (“Neatez,” “we,” “us,” or “our”) provides residential cleaning services and related booking and customer support services.

These Terms of Service (“Terms”) govern your use of neatez.com and your purchase, booking, or use of services provided or arranged by Neatez.

By booking or using our services, you agree to these Terms. If you do not agree with these Terms, please do not book or use our services.

Services and Bookings

Neatez provides or arranges residential cleaning services based on the service selected, the information provided during booking, and the availability of cleaning professionals.

When requesting or booking a service, you agree to provide accurate and complete information about your home, cleaning requirements, service address, access instructions, and any conditions that may reasonably affect the cleaning.

A booking is not guaranteed until it has been accepted or confirmed by Neatez. We may decline, reschedule, or cancel a booking when reasonably necessary, including because of cleaner availability, safety concerns, incorrect booking information, circumstances beyond our control, or other operational reasons.

The specific scope of your cleaning will depend on the service booked and any agreed add-ons or special instructions.

Pricing and Payment

Prices for cleaning services will be displayed, quoted, or otherwise communicated to you before or during the booking process. Prices may vary depending on factors such as the type of service, size and condition of the home, requested add-ons, frequency of service, and other relevant booking details.

You agree to pay all charges associated with the services you book, including any applicable taxes and any additional charges that you approve.

Payments may be processed through a third-party payment provider. By providing a payment method, you authorize the applicable charges associated with your booking to be processed using that payment method.

If the actual condition or requirements of the home differ materially from the information provided when booking, we may contact you before performing work outside the agreed scope or before applying additional charges.

Cancellations and Rescheduling

We understand that plans can change. If you need to cancel or reschedule a cleaning, please contact us as early as possible before your scheduled service.

Cancellation, rescheduling, or late-notice fees may apply if they were clearly disclosed to you as part of the booking process or applicable booking policy.

If we need to cancel or reschedule your service, we will make reasonable efforts to notify you and arrange an alternative time.

We may also cancel or stop a service if conditions at the property create a safety concern or prevent the cleaning from being reasonably completed.

Access to Your Home

You are responsible for providing safe and timely access to the property at the scheduled service time, including any necessary keys, entry codes, parking instructions, or other access information.

If our cleaning professional cannot access the property as scheduled, the service may need to be delayed, rescheduled, or cancelled. Any applicable fee will be based on the cancellation or access policy disclosed to you when booking.

You are responsible for ensuring that any access instructions you provide are accurate and that Neatez and the assigned cleaning professional are authorized to enter the property for the purpose of providing the booked service.

Pets and Animals

Please let us know about any pets or other animals in the home before your scheduled cleaning.

You are responsible for ensuring that pets are safely secured when necessary so that our cleaning professional can perform the service safely and without unnecessary interruption.

Neatez is not responsible for pets that escape or are injured due to unsafe conditions or because they were not appropriately secured, except to the extent caused by our negligence.

Cleaning Supplies and Equipment

Unless otherwise stated during booking, our cleaning professionals will generally bring the standard cleaning supplies and equipment needed to perform the booked service.

If you request that specific products or equipment be used, please let us know before the scheduled cleaning. We may not be able to accommodate every product or equipment request.

You are responsible for informing us of any allergies, sensitivities, surfaces requiring special care, or products that should not be used in your home.

Service Quality and Satisfaction

We aim to provide reliable, professional cleaning services and want you to be satisfied with the service you receive.

If you believe something was missed or was not completed to a reasonable standard, please contact us as soon as possible after your cleaning and provide details of the issue.

Where appropriate, we may arrange a re-clean or take other reasonable steps to address the concern. Any satisfaction guarantee or re-clean policy is subject to the conditions communicated to you at the time of booking.

Damage and Breakage

We take reasonable care while providing cleaning services. If you believe that property has been damaged during a cleaning, please notify Neatez as soon as reasonably possible and provide details of the damage.

We may request photographs, receipts, or other information reasonably necessary to review the matter.

Neatez is not responsible for damage resulting from normal wear and tear, pre-existing damage, improperly installed or unsecured items, defective materials or fixtures, or items requiring special care that were not disclosed to us before the service.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

Safety and Service Limitations

Our cleaning professionals may decline to perform tasks or enter areas that they reasonably believe are unsafe, hazardous, unsanitary, or outside the scope of the booked cleaning service.

This may include, for example, exposure to hazardous materials, excessive biological waste, pest infestations, unsafe structures, or other conditions that could present a health or safety risk.

We may also decline tasks that require specialized licensing, equipment, training, or services that Neatez does not offer.

If a service cannot be safely or reasonably completed because of conditions at the property, we may modify, reschedule, or cancel the service.

Personal and Valuable Items

Please secure cash, jewelry, important documents, medications, collectibles, and other valuable or highly fragile items before your scheduled cleaning.

Our cleaning professionals should not be asked to handle, move, or clean particularly valuable, irreplaceable, or highly fragile items unless specifically agreed in advance.

If an item requires special handling or should not be moved or cleaned, please inform us before the service and, where practical, clearly identify the item.

Customer Responsibilities

You agree to provide a reasonably safe working environment and accurate information about the property and the cleaning services requested.

Before the cleaning begins, please identify any areas, surfaces, fixtures, or belongings that require special care or should not be cleaned.

You are responsible for ensuring that utilities reasonably necessary to perform the service, including running water and electricity, are available at the property during the scheduled cleaning.

You must not request our cleaning professionals to perform unlawful, unsafe, or materially different work from the service booked without prior agreement from Neatez.

Recurring Services

If you book a recurring cleaning service, future cleanings may be scheduled according to the frequency selected during booking.

Recurring appointments are subject to cleaner availability and are not guaranteed to occur with the same cleaning professional each time.

You may request to change or end a recurring service by contacting Neatez. Any applicable cancellation or rescheduling terms disclosed to you will continue to apply.

Prices for recurring services may change from time to time. If a change affects your future bookings, we will provide reasonable notice before the new price applies.

Cleaning Professionals

Neatez may provide cleaning services through employees, contractors, or other cleaning professionals engaged or arranged by Neatez.

We are responsible for coordinating your booked service. However, the individual cleaning professional assigned to a booking may vary based on availability, scheduling, location, or other operational requirements.

Customers must not make separate arrangements with a cleaning professional to perform services originally introduced or arranged through Neatez outside of the Neatez booking process.

Any concerns regarding a cleaning professional or the service provided should be reported directly to Neatez so that we can review and address the matter.

Communications

By providing your contact information, you agree that Neatez may contact you regarding your inquiries, quotes, bookings, scheduled services, payments, service updates, and customer support matters.

We may communicate with you by email, telephone, text message, or other contact methods you provide or authorize.

You are responsible for keeping your contact information accurate and up to date.

Marketing or promotional communications, if any, will be sent in accordance with applicable Canadian laws, and you may unsubscribe from promotional communications as provided in those messages.

Website Use

You may use the Neatez website only for lawful purposes and in accordance with these Terms.

You agree not to misuse the website, interfere with its operation or security, attempt to gain unauthorized access to any part of the website or related systems, or use the website in a way that could harm Neatez or others.

The content on the Neatez website, including text, graphics, logos, branding, and other materials, is owned by or licensed to Neatez and may not be copied, reproduced, distributed, or used for commercial purposes without permission, except as permitted by law.

Information on our website is provided for general informational purposes and may be updated or changed from time to time.

Third-Party Services

Neatez may use third-party service providers to support our website, booking system, payment processing, communications, scheduling, and other business operations.

Your use of certain third-party services may also be subject to the terms and privacy policies of those providers.

Neatez is not responsible for the availability, security, content, or operation of third-party websites or services that are outside our reasonable control.

Links to third-party websites or services are provided for convenience and do not necessarily constitute an endorsement by Neatez.

Limitation of Liability

To the maximum extent permitted by applicable law, Neatez will not be liable for indirect, incidental, special, consequential, or punitive damages arising from or related to your use of our website or services.

Neatez is not responsible for losses or damages resulting from circumstances beyond our reasonable control, including service interruptions, severe weather, emergencies, utility failures, building access issues, or other events that prevent or delay a scheduled service.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under applicable law.

Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold Neatez Inc., its directors, officers, employees, contractors, and representatives harmless from claims, losses, liabilities, damages, and reasonable costs arising from your breach of these Terms, your misuse of our website or services, or your violation of applicable law or the rights of another person.

This obligation does not apply to the extent that a claim or loss results from the negligence or unlawful conduct of Neatez or where indemnification is prohibited by applicable law.

Governing Law

These Terms are governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.

Any dispute arising from or relating to these Terms, our website, or our services will be subject to the courts having jurisdiction in Ontario, except where applicable consumer protection law provides otherwise.

Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, business practices, or legal requirements.

When we make changes, we will post the updated Terms on this website and revise the “Last updated” date at the top of this page.

Your continued use of our website or services after updated Terms take effect constitutes acceptance of the revised Terms, to the extent permitted by applicable law.

Contact Us

If you have questions about these Terms of Service, your booking, or our services, please contact us:

Neatez Inc.
Ottawa, Ontario, Canada
Email: info@neatez.com