terms & condition
Terms and Conditions
Please read our terms carefully before booking a service.
Last Updated: 05 July 2025
Your Agreement With Us
By booking a service with Neat Services Group ("The Company", "we", "us"), you ("The Client") confirm that you have read, understood, and agree to be bound by the following Terms and Conditions. No variation of these terms will be valid unless agreed in writing by The Company.
Bookings, Quotes & Payments
All quotes are provided as estimates based on the information supplied by The Client. Quotes may be subject to change if the property's condition or requirements differ. A booking is considered confirmed only after The Company has received a deposit payment and sent a written booking confirmation.
Cancellation Policy
We understand that plans can change. However, when you book a slot, we reserve that time exclusively for you. If a booking is cancelled by The Client more than **24 hours** after the initial booking confirmation, the deposit paid to secure the service slot will be **non-refundable**, as we will have lost the opportunity to offer that slot to another client.
Service Delivery & Lateness
We will make every effort to arrive at the scheduled time. However, due to the unpredictable nature of **London traffic**, our teams may be subject to delays. In such cases, **we will always notify you** by phone to provide an updated estimated time of arrival. A delay does not constitute grounds for cancellation or a full refund.
Safety of Our Team
Our team members are trained to be professional and respectful at all times. We have a zero-tolerance policy towards any form of abuse. **We reserve the right to cancel your booking immediately, without refund, if any of our team members are subjected to verbal or physical abuse, harassment, or feel unsafe due to actions by The Client** or any other person present at the property.
Marketing & Photography
We take great pride in our work and often take "before and after" photographs of the properties we service. By booking with us, you agree that **we may use these photos for our marketing purposes** (e.g., on our website and social media). We guarantee that **no any personal details**, such as family photos, mail, or identifying information, will ever be included in these images.
Data Security & Privacy
We are committed to protecting your privacy. **We keep your information safe and secure** and will never share your personal details with third parties for marketing purposes. All data is handled in accordance with our Privacy Policy and UK GDPR.
Your Obligations as a Client
To ensure we can perform our service effectively, The Client must provide our teams with reliable access to hot water and electricity. The Client is also responsible for ensuring our team can gain access to the property at the scheduled time. Failure to do so may result in the service being treated as a late cancellation.
Complaints & Service Guarantee
If you are not satisfied with any aspect of our service, you must notify us in writing within 48 hours of service completion. For our End of Tenancy Cleaning, we offer a service guarantee and will arrange a free revisit to rectify any issues outlined in a professional inventory report. Please refer to our service pages for specific guarantee details.
Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales, and the parties agree to submit to the exclusive jurisdiction of the English courts.