Client Service Agreement

1. Booking Confirmation & Accuracy

To provide you with an accurate, fixed-price booking experience, we ask that all property details — including the number of rooms, areas, and any add-ons — be entered correctly at the time of booking.

BookNeately LLC offers transparent, instant pricing. Because our pricing is generated in real time based on the information you provide, we are unable to issue refunds resulting from inaccurate booking details. It is the client’s responsibility to review all selections before confirming.

All changes to booking details must be submitted at least 72 hours prior to your scheduled appointment. Changes requested within this window may result in rescheduling or the applicable cancellation fee outlined in Section 5.

A BookNeately representative may contact you prior to your appointment to verify booking details. Please ensure you are reachable to avoid delays or cancellation.

2. Minimum Booking Fee

A minimum booking fee of $120 applies to all services. If your selected rooms, areas, and extras total less than $120, your booking will be adjusted to reflect this minimum. This fee ensures that every appointment — however compact — is serviced to the same standard of excellence, covering transportation, liability insurance, and the operational care that defines every BookNeately visit.

3. Payment

Payment is processed via credit or debit card. A hold for the full booking amount will be placed on your card three (3) days prior to your appointment date to confirm available funds. The charge will be fully processed only after your cleaning is complete, including any pre-agreed additional tasks.

In the event that your card is declined, a $10 daily fee will be added to your outstanding balance. If payment is not received within five (5) days, your account may be referred to a collections agency.

By confirming your booking, you authorise BookNeately LLC to charge the card on file for the booking total and any pre-communicated additional charges.

4. Our Satisfaction Guarantee

BookNeately LLC stands behind every clean. If any item on our cleaning checklist is missed, we will return to your property free of charge within 48 hours to complete any outstanding items — no questions asked.

To activate this guarantee, please notify us within 24 hours of your service date by emailing [email protected], and include photographs of any areas of concern.

Please note that we maintain a strict no-refund policy. Our guarantee is a re-clean commitment, not a cash refund.

Important: BookNeately LLC cannot guarantee the removal of paint, stains, or pre-existing damage unless a specialist service has been explicitly added and confirmed in writing prior to your appointment.

5. Cancellation & Rescheduling

We understand that plans change. The following policy applies to all bookings:

• Cancellations or rescheduling requests made at least 72 hours before your appointment: no fee applies. One courtesy rescheduling is available per client.
• Cancellations or rescheduling requests made within 72 hours of your appointment: a fee of $75 applies. This amount is paid directly to your assigned cleaner to compensate for lost earnings.
• Monday appointments: please notify us no later than the prior Friday by 12:00 p.m.
• No-shows or last-minute access issues: the full cancellation fee applies.

BookNeately LLC reserves the right to cancel any booking at its discretion, including but not limited to the following circumstances:

• Declined card or failed payment hold
• Client not complying with booking requirements
• Client unresponsive to communications
• Property condition materially different from what was described at booking
• Unsafe, hostile, or otherwise uncomfortable conditions for our cleaning professionals

6. Preparing Your Property

To help us deliver an exceptional result, please ensure the following before your cleaner arrives:

• Clear floors and surfaces of loose items, personal belongings, toys, and papers
• Ensure all dishes are put away to allow full access to kitchen surfaces
• Stage the home completely before arrival — our professionals follow a structured checklist and work most effectively in a fully prepared space
• Please have a two-step stool available should elevated surfaces need to be reached. For the safety of our team, our cleaning professionals do not use ladders under any circumstances — all work is performed from ground level or safely from a two-step stool only
• Ensure the property temperature is comfortable for physical labour. Appointments may be cancelled in conditions of extreme heat or cold, with the applicable cancellation fee applied

Our cleaning professionals will not move furniture or heavy appliances. This policy is in place to protect both your belongings and the wellbeing of our team. We clean all areas within natural reach, those accessible with a standard extension tool, or those safely reached with a two-step stool provided by the client.

7. Access to Your Property

Please ensure your cleaner has direct, unobstructed access to your property at the scheduled time. If you are not present on the day of your appointment, you may arrange access via a key with a doorman, a lockbox code, or detailed entry instructions provided at the time of booking.

BookNeately LLC is not responsible for defects in locks or access systems. Any costs or damages arising from lock or key issues are the client’s responsibility.

If our cleaner is unable to access the property, the appointment will be treated as a cancellation and the applicable fee will apply. A 5–10 minute grace period is extended for parking or access delays; beyond this, the appointment may be cancelled.

Free parking must be available directly adjacent to or in front of your property. If only paid parking is available, the client is responsible for covering this cost. Our professionals are not able to carry equipment over extended distances from their vehicle.

8. Number of Cleaners

Standard bookings are serviced by one cleaning professional. For properties above approximately 3,500 square feet, or at BookNeately’s discretion based on scheduling, two cleaners may be assigned. This will be communicated to you prior to your appointment.

Our 100% satisfaction guarantee applies regardless of team size.

9. Cleaning Supplies & Eco Standards

BookNeately LLC provides all cleaning supplies and equipment required for your service. As standard, we use eco-certified, non-toxic, and environmentally responsible products across every appointment — because a truly clean home should be safe for your family, your pets, and the planet.

If you have specific product preferences, sensitivities, or allergies, please notify us at the time of booking and provide any preferred products with clear instructions. Our team will follow your guidance with care.

10. Move-In & Move-Out Cleanings

For move-in and move-out services, the property must be completely vacant — including cleared of all personal belongings, rubbish, and items from inside cabinets, drawers, appliances, and closets — prior to our arrival. All utilities and water must be active.

If the property is not in the described condition upon arrival, the appointment may be cancelled or certain areas may be skipped. The applicable cancellation fee may be charged.

11. Tidying, Organization & Decluttering

Organization and decluttering services are priced per hour with a minimum of one hour. If this add-on has been selected, please be available at the start of the appointment to clearly direct your cleaner on which areas and items require attention.

BookNeately LLC will not organize or declutter without explicit direction, to ensure nothing is misplaced or discarded in error. Please note that organization services do not include the moving of heavy items.

If a property requires unplanned tidying or decluttering beyond what was booked, this time will be charged at the applicable hourly rate.

12. Pets

We welcome clients with pets. Please ensure your pets are safely secured during the cleaning appointment. BookNeately LLC is not responsible for pet-related mess, damage to pet belongings, or incidents involving unsecured animals during the service.

By confirming your booking, you release BookNeately LLC from liability for any pet-related issues arising during the appointment.

13. Hazardous Conditions

Our cleaners will not service properties with active infestations of rodents, bed bugs, cockroaches, or other pests. If such conditions are discovered upon arrival, the appointment will be cancelled and the applicable fee will apply.

If a pest or infestation issue has been recently treated, please provide proof of professional extermination prior to your appointment date.

BookNeately LLC does not clean human or animal waste beyond standard bathroom cleaning.

14. Glass Shower Doors

Our cleaners will inspect glass shower doors before cleaning. BookNeately LLC is not responsible for damage to shower doors that are not properly adjusted, secured, or in sound condition. Please notify us in advance if any shower door is loose, cracked, or otherwise compromised.

By confirming your booking, you release BookNeately LLC from liability related to glass shower doors, regardless of their condition.

15. Damage & Breakage

Our cleaning professionals are trained to handle your home with the greatest care. In the unlikely event that an item is damaged during a clean, BookNeately LLC will compensate up to $100 per item, or the verifiable replacement cost if lower.

To make a damage claim, photographs of the item must be submitted to [email protected] within 24 hours of the completed service.

BookNeately LLC does not assume responsibility for damage to items that were already in poor condition, improperly secured, or not disclosed prior to the appointment.

16. Cleaner Workflow & Client Conduct

Our cleaning professionals follow a structured checklist for every appointment. To ensure the best possible result and a comfortable working environment, we ask that clients:

• Allow the cleaner to work through the property uninterrupted
• Refrain from directing cleaners mid-appointment — all requests and questions should be routed through our office
• Avoid cleaning behind or alongside our professionals during the appointment

If construction, renovation, or other trade work is taking place at the property during the appointment, BookNeately LLC reserves the right to reschedule the clean, and a 50% cancellation fee may apply.

BookNeately LLC reserves the right to withdraw its cleaners from any environment deemed unsafe, hostile, or otherwise inappropriate. A cancellation fee will apply in such circumstances.

17. Non-Solicitation of Cleaners

BookNeately LLC invests significantly in recruiting, vetting, and training its cleaning professionals. As a condition of receiving our services, clients agree not to directly hire, solicit, or engage any current or former BookNeately cleaner for private cleaning work for a period of twelve (12) months from the date of their last BookNeately appointment.

A penalty of $25,000 applies to any client or cleaner found to have violated this agreement, as liquidated damages reflecting the reasonable cost of recruitment and training.

18. Rental Security Deposits

For move-out cleaning services, BookNeately LLC cannot guarantee the return of your rental security deposit. The decision to return a deposit rests solely with the property owner or management company and may be influenced by factors beyond the scope of our service, including pre-existing damage, painted surfaces, carpet condition, or individual landlord policies.

Our 100% satisfaction guarantee applies to the services we provide. It does not extend to outcomes determined by third parties.

19. Dispute Resolution & Chargebacks

BookNeately LLC maintains detailed records for every appointment, including GPS arrival logs, time tracking, photographs, and completed checklists. These records are retained to support any dispute resolution process.

If you have a concern with your service, we encourage you to contact us directly at [email protected] before initiating any dispute. Our satisfaction guarantee ensures that any legitimate concern will be addressed promptly and at no additional cost to you.

Fraudulent chargebacks — disputes raised where services have been rendered as agreed — will be contested using all available documentation. A 15% dispute processing fee will be added to any successfully contested chargeback to recover the costs incurred. In applicable jurisdictions, a lien may be placed on a property for unpaid and disputed service fees.

20. Late Payment & Outstanding Balances

All balances are due in full on the day of service unless otherwise agreed in writing. The following fees apply to outstanding or delinquent accounts:

• Declined card at time of charge: a $10 daily fee will be applied to the outstanding balance for each day the balance remains unpaid
• Balances unpaid after five (5) days: the outstanding amount will be forwarded to a collections agency
• Disputed or reversed payments where services were rendered: a 15% dispute processing fee will be applied to the recovered amount

BookNeately LLC reserves the right to suspend or cancel future bookings for any client with an outstanding balance.

21. Termination of Services

Either party may terminate services at any time. We ask that clients provide at least 72 hours’ notice for appointment cancellations in accordance with the policy in Section 5. BookNeately LLC reserves the right to discontinue services to any client at its discretion.

22. Communications

By confirming your booking, you agree to receive transactional and service-related communications from BookNeately LLC via email and SMS, including appointment confirmations, reminders, and follow-ups. Marketing messages may also be sent; you may opt out at any time by replying STOP or contacting us at [email protected].

Our Commitment to You

At BookNeately LLC, we take deep pride in the professionalism and skill of our cleaning team. Every appointment is approached with the same standard of care and attention to detail, and we are committed to delivering a result you will genuinely love.

If you have any concerns following your service, please notify us within 24 hours by emailing [email protected] with a brief description and photographs of the areas in question. Where any checklist item has been missed or falls short of our standard, we will return to your property within 72 hours to make it right — completely free of charge.

Please note that BookNeately LLC operates a strict no-refund policy. Our satisfaction guarantee is fulfilled through a return visit, not a monetary refund.

Thank you for entrusting your home to BookNeately LLC. We look forward to being a seamless and reliable part of your routine, and to the privilege of caring for your space.

By confirming your booking, you agree to all of the above.

Questions? We are here. [email protected]