A. Common terms (all clients)
About. These terms govern services provided by Neatly Homes Property Care Co L.L.C., headquartered in Nad Al Hammar, Dubai, UAE ("Neatly", "we").
Business hours. 08:00–18:00 daily. After-hours surcharges apply to eligible services.
Bookings & changes. All bookings, rescheduling and cancellations are handled through the client portal within the windows defined per service.
Payment. All services are cashless and 100% prepaid. Overdue balances accrue a late fee of 5% per week.
Pricing updates. Neatly may revise pricing with 30 days' prior notice, communicated to subscribed clients via the client portal.
Claims & liability. Neatly maintains a claim coverage ceiling of AED 500 per job. Claims must be reported within 24 hours of service completion, with photographic evidence where possible.
Staff treatment. Clients agree to treat Neatly staff respectfully and not to solicit or directly hire them outside the agreement.
Data & privacy. Client and unit data are processed in line with the UAE Personal Data Protection Law (PDPL).
Force majeure. Neither party is liable for delays caused by events beyond reasonable control.
Governing law. These terms are governed by the laws of the UAE; disputes fall under the jurisdiction of Dubai courts.
B. Holiday Homes clients
Scope. Cleaning, linen, concierge and maintenance bookings managed via the client portal.
Neatly Loyalty. Clients who renew their subscription for 6 consecutive months are automatically welcomed into the Neatly Loyalty program — a lifetime discount on credit rates, priority scheduling, dedicated account support and a complimentary furnishing care service each cycle. Specific perks are detailed in the portal and the signed Service Level Agreement.
Check-in / check-out. Standard windows are 16:00 (in) and 11:00 (out), aligned with DTCM and operator policies.
Cancellations. Service-specific cancellation windows are displayed at booking time.
Service commitments. Quality assurance, continuity of staff where possible, and a 24-hour re-do guarantee on quality issues raised in writing.
Holiday Homes clients also sign an annual Service Level Agreement in the portal which prevails over this page where the two differ.
Contact
Neatly Homes Property Care Co L.L.C. — Nad Al Hammar, Dubai, UAE.
contact@neatly.ae · +971 58 579 9550