Terms & Conditions



  1. These Terms apply to the use of this Website. By using Neat, you confirm that you have read and accepted these terms and that you agree to comply with and be bound by them. If you do not agree to them, then please do not use our Website.
  2. II. If you have any questions relating to these Terms please contact us at office@neatservices.co.uk





  1. Neat is owned by Neat Services Group Ltd registered in England under company number 10768962 of 4 Faringford Road, London, E15 4DW.
  2. Neat is an online referral platform that connects Clients seeking domestic cleaners to Cleaning Contractors who provide such Services. Cleaning Contractors provide such services strictly as self-employed contractors and not as employees, workers or agents of Neat. Neat’s role is to provide a referral network of Cleaning Contractors for Clients and to facilitate the booking and payment process.
  3. Our contract with you is limited to provision of use of our Website. Your Cleaning Contractor is responsible for providing the Services to you and you have a direct contract between you and the Cleaning Contractor concerning the provision of Services. This contract does not include us. You and the Cleaning Contractor are responsible for any taxes arising as a result of the Services.
  4. We undertake checks of Cleaning Contractors before they join our platform, with some of this process reliant on information from third parties. You acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. You use these Cleaning Contractors at your own risk.
  5. Substitution: The Cleaning Contractor is not obligated to personally perform the services and may use substitutes with the prior agreement of Neat (and on passing a Right-to-Work background check) and the Client. In this case, the Cleaning Contractor shall be solely responsible for the direction and control of such personnel. The Cleaning Contractor also assumes full responsibility for all payment, including without limitation tax, National Insurance, pension contributions and holiday pay to that subcontractor.
  6. Control: Neat nor the Client control the manner in which a Cleaning Contractor performs a service. Clients can submit a job evaluation for the Cleaning Contractor after the job has been completed. In addition, ad hoc quality checks may be performed by Neat to ensure Cleaning Contractors are working to the required standard. In either case, if the required standards are not met then the Cleaning Contractor is terminated.
  7. Mutuality of Obligation: The Client is under no obligation to offer further contracts or services to the Cleaning Contractor and the Cleaning Contractor is under obligation to accept such contracts or services if offered.
  8. Products & Equipment: Although the client may provide some (heavy) equipment such as a vacuum, mop/bucket as Contractors typically use public transport to travel to jobs, the vast majority of cleaning products, cloths, brushes (and other small tools and equipment) will be provided by the Cleaning Contractor.




  1. After completing a booking on our Website you will receive an email from us acknowledging that we have received your Booking. Please note that this does not mean that your Booking has been confirmed. All Bookings are subject to acceptance by us, and once accepted, we will send you a “Confirmation” email on behalf of the selected Cleaning Contractor. The contracts between us and you and between you and the Cleaning Contractor will only be formed once we send you the Confirmation email.
  2. You agree that you will not seek to book any Services from any Cleaning Contractor other than via our Website for the duration of this agreement and in the 12 months after termination of this agreement. If a Service Provider offers to provide Services to you other than through our Website, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Cleaning Contractor, you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £2000.




  1. Booking cancellations or requests to reschedule are allowable (without charge) if more than 24-hours notice is given before the scheduled booking start time. For cancellations or reschedule requests made within 24-hours, a 100% cancellation fee will be applied equal to the full price of the initial booking.
  2. We reserve the right to cancel or reschedule a booking at any time up to the scheduled start time of the job (and without charge) if a Cleaning Contractor or substitute is unable to make the initial scheduled Booking.


  1. The amount you will pay will comprise: (i) the Cleaning Contractor Fee, and (ii) the Booking Fee owed to Neat for referring the job and facilitating payment from the Client to the Cleaning Contractor. The Booking Fee is inclusive of VAT where applicable.
  2. Every effort has been made on this Website to ensure that making a Booking is secure. We cannot be responsible for fraudulent use on our Website of a lost payment card.
  3. You authorise us to pre-authorise your payment card if required. You also authorise us to charge your payment card in full on the day of the scheduled Booking or after the scheduled Booking.
  4. If any amount due by you is unpaid after the day of the scheduled Booking, we may charge you a 5% monthly interest fee on the outstanding sum, until the total monies have been paid.




  1. Cover is provided by Hiscox Insurance with £2m public liability cover and £10m employers liability cover. 
  2. In the event of property damage, you must inform us (by email at office@neatservices.co.uk) within 72-hours of the finish time of the clean in order to make an insurance claim. If notification falls outside this 72-hour period then we reserve the right not to process the claim.
  3. FOR CLIENTS WITH A 1ST CLEAN COMMENCING BEFORE OCTOBER 1ST, 2021. All keys that are provided by the client to the cleaner are anonymously labelled – with no names, address or contact details attached. In the unlikely event that keys are misplaced by the cleaner, then a £20 payment will be made to the client to cover the cost of a replacement set of keys.
  4. FOR CLIENTS WITH A 1ST CLEAN COMMENCING AFTER OCTOBER 1ST, 2021. All keys that are provided by the client to the cleaner constitute a direct arrangement between the client and cleaner. Neat is not responsible or liable for any issues related to key losses etc.




  1. Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Services you purchased in the previous six months.
  2. This limitation does not include or limit in any way our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.
  3. We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; or loss of profits or contracts.
  4. We cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.




  1. We process any personal data we collect from you or that you provide to us in accordance with our privacy policy. By using Neat, you consent to such processing and you warrant that all data provided by you is accurate.




  1. We have the right to revise and amend these Terms at any time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.
  2. These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.