Residential and Commercial Services

• Cancellations made at least 48 hours before the scheduled service will receive a full refund or complimentary rescheduling. That’s 48 hours or more before the scheduled service. You will receive a full refund or can reschedule at no additional cost.

For example, if your appointment is Friday at 10:00 AM, any cancellation made on or before Wednesday at 10:00 AM falls into this category.

• Cancellations made between 24-48 hours before the scheduled service will incur a 50% fee. That’s between 24 and 48 hours before the scheduled service. If you cancel within this timeframe, 50% of the service rate will be charged.

For example, if your appointment is Friday at 10:00 AM, as soon as you pass Wednesday at 10:00 AM (48-hour mark) but still not Thursday at 10:00 AM (24-hour mark), you’re in the 50%-charge window.

Why? This period is too short for us to fill your reserved time with another booking, but there is still enough notice to recoup some of our costs.

• Cancellations made less than 24 hours before the scheduled service will be charged the full-service rate. That’s less than 24 hours before the scheduled service. The full-service rate will be charged.

Example: If you try to cancel any time after Thursday at 10:00 AM (for a Friday 10:00 AM appointment), it’s considered less than 24 hours in advance and will be charged at 100%.

Specialised Cleaning Services

• Move-in/Move-out, Deep Cleaning, and Special Project services follow standard cancellation terms.
• For complex or customised cleaning projects, a non-refundable deposit of 25% may be required at booking.

Exceptional Circumstances

• In case of documented emergencies (medical, family, or work-related), we offer:
  • Full credit towards future services
  • Option to reschedule at no additional cost
  • Proof of emergency must be submitted within 7 days of the scheduled service

Rescheduling Policy

• Clients may reschedule their service once within 30 days of the original booking at no additional charge.
• Subsequent rescheduling attempts will incur a £25 administrative fee.
• We offer flexible scheduling to accommodate your needs, including after-hours and weekend options.

Neatovera Service Guarantee

Eco-Friendly Cleaning Promise

At Neatovera, we are committed to delivering premium, sustainable cleaning services that protect your space and the environment.

Quality Assurance Commitment

1. Workmanship Guarantee
   • We guarantee the quality of our eco-friendly cleaning for 30 days following the service date.
   • Any issues arising from our service will be addressed promptly and at no additional cost.
2. Satisfaction Assurance
   • If you are not completely satisfied with our service, notify us within 48 hours of completion.
   • We will return to re-clean areas that do not meet our high standards.
3. Eco-Friendly Guarantee
   • 100% biodegradable products used
   • HEPA filtration systems
   • Microfiber cleaning technology
   • Minimal plastic waste
   • Child and pet-safe cleaning solutions

Compensation Guidelines

• Minor Issues: Free return visit to address specific cleaning concerns
• Significant Service Failures:
  • Partial or full-service credit
  • Complimentary deep clean
  • Refund of service cost, at our discretion

Exclusions

The service guarantee does not cover:

• Damage caused by pre-existing conditions
• Issues arising from client-specific requests that deviate from our recommended cleaning protocols
• Normal wear and tear
• Damage caused by third-party interventions after our service

Claims Process

1. Contact our customer service team within 48 hours of identifying an issue
2. Provide detailed documentation, including photos if applicable
3. Our team will review the claim within three business days
4. We will propose a resolution: re-cleaning, service credit, or refund

Our Additional Commitments

• Surrey-based team
• Fully insured and bonded
• Rated service
• Transparent pricing
• Flexible scheduling

Contact Information

• Customer Service: [email protected]
• Support Hotline: +44(0)7349725821
• Support Hours: Monday-Friday: 9:00-19:00 Saturday: 9:00-17:00 Sunday: 10:00-16:00
• Emergency Service: 24/7

Note: This policy is subject to change. The most recent version will always be available on our website.

Effective Date: January 2025

Booking Confidence

We stand behind our eco-friendly cleaning services with our comprehensive satisfaction guarantee. Your trust is our most valuable asset.