Terms & Conditions

About. These terms govern services provided by Neatly Homes Property Care Co L.L.C., headquartered in 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. Payment is due by the due date shown. For each full week a balance remains unpaid after the due date, a late payment fee of 5% of the invoice total may be charged, up to a maximum of 20%.

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.

Re-clean guarantee. If you are not satisfied with a cleaning service, report it to us within 24 hours of the service ending, through the client portal or our support channels, and follow our support team's steps. A re-clean is not automatic. Before agreeing a re-clean we review the evidence, which may include general and close-up photos of the area concerned and, where needed, close-up video. Concerns about smells or odours must be inspected by a Neatly team member within 24 hours. Please leave the area as it is and do not engage another provider before we have inspected; otherwise we may be unable to assess the claim. Where a re-clean is agreed, we carry it out at no charge for the affected area.

Prices and quotes. Prices shown on our website are indicative. The price that applies is the one in your quote, your package or your client portal at the time of booking. Quotes are fixed before the service starts, unless the scope changes on site with your agreement.

Partners. Some services, including pest control and certain maintenance work, are carried out by licensed partners we select and arrange. Neatly books, schedules and follows up these services. Partners are bound by our service standards.

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.

Scope. Maintenance covers AC servicing, handyman work and pest control inside residential properties: apartments, villas and holiday homes. We do not carry out building-wide or common-area maintenance.

Who carries it out. Neatly technicians, subject to availability, or licensed partners. Pest control is always carried out by licensed partners.

Quotes. Each job is quoted individually and the price is fixed before work starts. Parts and materials not included in the quote are quoted and approved by you before purchase.

Pest control preparation. You agree to follow the preparation and re-entry guidance provided with your quote. Results can depend on preparation and on conditions outside the property.

Limits. Work requiring a licence or permit beyond minor fixes is referred to a licensed specialist and quoted separately.

Who it's for. Linen rental is available only to holiday-home clients on an active Neatly package.

Ownership. All linen and towels remain Neatly's property.

Charges. Linen is charged per set, per turnover, from your package credits at the rate shown in your portal before booking.

Counts and losses. Linen and towels are counted in and out at each turnover and recorded in the turnover report. Items missing at the next turnover, or returned damaged beyond normal wear and washing (including stains that cannot be removed, burns, tears and dye transfer), are charged at replacement cost.

End of service. When the service ends, all items are collected or counted; missing items are charged at replacement cost.

Services. Snagging report, de-snag check, condition report and property health check.

Report. Reports are signed by Neatly's own engineer and delivered to your client portal within 48 hours of the visit.

Access. You are responsible for arranging access with the developer, agent or building management. A visit that cannot proceed because access was not available may be charged.

Nature of the report. The inspection is a visual and functional check of accessible areas on the day of the visit. It is not a structural survey, a valuation or legal advice, and it does not cover concealed areas, the inside of walls, roofs or shared building systems. It does not guarantee that the developer, landlord or any other party will accept or act on the findings.

Developer dealings. We provide the report; we do not negotiate with the developer on your behalf unless agreed in writing.

Quotes. Deep, move-in and move-out cleans are quoted per property, based on layout, condition and whether the home is furnished. The quote is fixed before we arrive, unless the condition or scope on the day differs materially from what was described, in which case we agree any change with you before continuing.

Empty homes. Move-in and move-out cleans assume an empty, accessible home with working water and electricity.

Deposits. A move-out clean removes cleaning as a reason for deposit deductions; it does not guarantee the return of any deposit, and does not cover damage or wear.

Our guides and articles are general information, accurate to the best of our knowledge on the date shown. They are not legal, tax, financial or investment advice. Check current rules with the relevant authority before relying on them.

Neatly Homes Property Care Co L.L.C. — Dubai, UAE.
contact@neatly.ae · +971 58 579 9550