Frequently
Asked
Questions

A clean table with flowers after a Neatso home cleaning

Frequently Asked Questions

What should I do to prepare for my cleaning?

Take care to clean up any clutter like dirty clothes or dirty dishes so the cleaner can focus on cleaning. Make sure anything that needs to be done for the cleaner to get into your home has been taken care of.

What's included in my cleaning?

Please take a look at our cleaning checklist to see included in your cleaning.

How do I pay? Should I give my cleaner a tip?

We allow you pay with your credit card when you request a cleaning on our website and mobile app. We do not store your payment information. Your payment information is handled by the payment solution company, Stripe, which uses a highly secure and strict privacy policy. So your information is in good hands. Your card will only charged once your cleaning is finished. We don’t require tipping, but if you feel your cleaner has gone above and beyond, we won’t stop you!

Do your cleaners do move in or move out cleanings?

Yes! Booking a move in or move out cleaning is an important part of your transition and our Neatso professionals are prepared to help. For these cleanings, you must book at least the full recommended cleaning time and make a note that you’re moving in the ‘special instructions’ of your cleaning when you book. It’s a common misconception that it will take less time to clean an empty home, but often times there are more dirty surfaces that are exposed so booking enough time ensures your cleaner can have time to get to all the exposed surfaces in the home.

Some move in and move out cleanings require special attention that isn’t on our standard cleaning checklist. If you need any of the following items completed, just make a note of them in your special requests field and add 30 minutes per item to your recommended booking time:

  • Clean kitchen appliances including ovens, refrigerator and microwave
  • Clean out cabinets
  • Wipe down baseboards

Questions? Email us at hello@neatso.com

What cities do you currently cover?

Our cleaners currently cover Raleigh, Durham, Chapel Hill, Cary, Wake Forest, Morrisville, Apex, and everywhere in between in the Triangle.

What if I need to cancel my cleaning?

Contact us to cancel your cleaning at least 48 hours before the service at no charge. If you cancel within 48 hours We charge a $15 cancellation fee. If you cancel within 24 hours we charge a $25 cancellation fee. If your cleaner arrives to your cleaning and can't clean due to a “no-show” on your part, or they are unable to get into your home, or you decide that you do not want the cleaning you will be charged for the full price of the cleaning. This is to protect our cleaners time, a no-show on your part prevents them from cleaning other customer's home and results in lost money from their pocket.

Which Neatso cleaner will come to my place?

Neatso works with a variety of experienced, local, background checked cleaners that have gone through a rigorous interview process to assure quality, reliability, and customer satisfaction. Based on the time and date of your request, we work to find the best cleaner available. You'll receive a confirmation email with details about your cleaner prior to your appointment.

Why am I not able to request a cleaning for the time I want?

During certain times of increased demand, we may not be able to provide any cleaning availability for when you need it. We do our best to suggest alternative times to ensure that a cleaner will be available to complete your cleaning.

Can I schedule regular cleanings?

Yes! We provide recurring cleanings that you can schedule for monthly service, bi-weekly or weekly service.

Are Neatso cleanings insured?

We require all of our cleaners to have insurance and Neatso is insured as well.

How are Neatso cleaners chosen?

Every Neatso cleaner goes through a rigid application process. We interview all candidates and do a criminal background check at the state and federal level.

Can I book a cleaner outside of Neatso?

No, we do not allow you to book our cleaners outside of our platform.

Does the cleaner bring their own cleaning supplies?

If you’d like to provide your own supplies you may, or if you would rather the cleaner provide the supplies, you can pay a $5 fee.

Do I need to be at my home for my cleaning?

You may leave instructions for the cleaner to get into your home, or you can let the cleaner in.

How is the price calculated?

Our cleanings are priced by the hour, with a minimum booking of 2 hours. Our algorithm gives an hourly estimate based on the size of your home, but you are free to book a cleaning for as long or short as you’d like.

How do I start cleaning for Neatso?

We are always hiring experienced home cleaners. Fill out this application to start working for us.

I'm not satisfied with my service. What do I do?

Email or call us and we’ll fix the issue. hello@neatso.com or 252 · 339 · 6033

If there was a problem due to incorrect information given at the time of request, we won't be able to guarantee your cleaning and will not issue a discount or refund.

Other Questions?

Contact us with any questions you have.