Our Brand Commitment:

• Our brand pledge entails the delivery of top-tier cleaning services by our extensively trained professionals. Our objective is to uphold proficiency across various facets, including cultural awareness, linguistic accuracy, and exemplary manners.

• Each team member adorns a distinctive uniform embodying our brand philosophy of "Premium Cleaning Services," complemented by the signature Neatly brand fragrance.

• Customer satisfaction remains paramount in all our endeavors. We showcase our clients' candid feedback through our Google reviews. Should any concerns arise or feedback be provided, we encourage you to engage with us to explore potential solutions. With an expanding customer base, our quality management system continues to evolve.

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Business Hours:

• Our office operates from 8am to 8pm, Monday through Saturday.

• While closed on Sundays, we do offer services exclusively to our subscription package customers at no additional cost. For other service requests on Sundays with a 24-hour notice, an additional AED 50 fee applies per cleaning session.

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Pricing & Payment:

• Payment for Neatly premium services must be made 100% in advance 24 hrs before commencing our services.

• Our clients can purchase our services either per-session or as a monthly subscription package. With monthly subscriptions, we offer more flexibility in booking and rescheduling as well as special rates.

• We accept bank transfers (as shown on our tax invoice), credit card and/or ApplePay payments.

• Payments are non-refundable, but may be kept as a credit memo for future use.

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Session cancellation, rescheduling and/or delays:

• Our monthly package customers are permitted to reschedule their appointments to the next availability with at least 24 hours' notice. In the case of per-session bookings, customers may reschedule their appointments with a minimum of 24 hours notice. Our booking manager will assist you in finding a suitable time for your event.

• Cancellation less than 24 hours will result in charging full session amount.

• For delays at the unit for more than 15 minutes (beyond the start or end time) due to extra work or delayed check-outs, customers will be charged the rate equal to 0,5 hours. For delays of more than 30 minutes customers will be charged a 1 hour rate.

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Treatment of our crew members:

• By booking our services you agree to treat our team members with respect. Please address your cleaning and organising needs during the service in a way that is simply understandable and clear.

• If you have any concerns or complaints or you feel unsatisfied with our services, please address your concerns directly to our quality department through our WhatsApp channel (+971 585 799 550) and/or send us a written note with some supporting information (pictures & videos) to our official email contact@neatly.ae within 24 hours from the date of our delivered service.

• All our staff members speak English, some of which speaks other languages. Our corporate main language is English. Please ensure that you address your needs in English to our staff.

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Client Responsibility:

• You are responsible for providing access to the property at the agreed-upon time for our cleaning team. If access is denied or delayed, resulting in an inability to perform the cleaning services, additional charges may apply.

• It is your responsibility to ensure the security of your property during the cleaning appointment.

• You agree to provide accurate and up-to-date information regarding your cleaning requirements and the condition of the property.

• It is your responsibility to remove or secure any valuable or delicate items before the cleaning service.

• You are responsible for providing a safe and hazard-free environment for our cleaning team.

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Confidentiality and Privacy:

• We respect your privacy and will treat all personal and confidential information provided to us with the utmost confidentiality and in accordance with applicable privacy laws.

• We will not disclose any personal information to third parties without your explicit consent unless required by law.

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These terms and conditions govern the provision of NEATLY Premium Cleaning Services in Dubai. By engaging our services, you acknowledge and accept these terms. Please ensure you review and understand these terms before engaging our services. If you have any questions or concerns, please contact us for clarification.​