Question 1

How do you organise a key handover?

Accepted Answer

The best option is to hand over keys during personal meeting with our manager. During that meeting we will also estimate an amount of work that is needed to be done before our team arrive for cleaning. You will sign a key handover form that will be available in two copies.

Question 2

Should I be at home during the cleaning?

Accepted Answer

That is not necessarily. After we check an appartment together and discuss some moments, you are free to go, we will call you back at least 30 minutes before we finish cleaning!

Question 3

Can you clean with my products/equipment?

Accepted Answer

No. We can`t be 100% sure in the results, if we use untested and unfamiliar products. Neatly put quality at first place, so we prefer to clean with our chemicals and equipment to provide you the best service.

Question 4

Who will cover expenses in case of damages?

Accepted Answer

We are always trying to find a compromise and the solution that is suitable for both parties. If the damage appear because of our unwary actions - Neatly will cover the expenses connected with that, since our activity is insured. Before we start to clean, customer should provide a manager with all problematic areas in the appartment/office (existing damages or potential threats that can cause an accident). If customer hide this information in purpose to cause a damage or accident - Neatly will not be responsible the consequences. 
If during cleaning we find any malfunction that was not discovered during initial observation of the object - our manager will contact with you to inform about that as soon as possible.

Question 5

Are your cleaning products eco-friendly or pet-safe?

Accepted Answer

All of our products are pet-safe, but you need to understand that products that fight with old dirt can`t be 100% eco-friendly.

Question 6

What payment methods do you accept?

Accepted Answer

We accept cash and bank transfers.

Question 7

Do you charge extra for weekends, holidays, or last-minute bookings?

Accepted Answer

Last-minute bookings and cleaning on weekends are free of extra charge. However, for the cleaning on public or banking holidays we charge 15% extra from the initial price.

Question 8

What is your rescheduling and cancellation policy?

Accepted Answer

Appointments may only be rescheduled once. Further changes will result in cancellation (see the cancellation policy below). Please provide at least 48 hours notice to reschedule your appointment without penalties. If client reschedule cleaning outside this timeframe we will apply a 20% fee (from the initial price) to cover lost time and opportunity costs. Of course, if you want to reschedule the cleaning for 1-2 hours, but for the same day, we will not carge it from you.

Our cancellation policy:
 • Cancellation within 72 hours is free of charge.
 • Cancellation within 48 hours we charge 50% of the calculated initial price.
 • Cancellation within 24 hours we charge 100% of the calculated initial price.

Question 9

Will I have the same cleaner every time?

Accepted Answer

No, usually we send cleaners that are available at the time you need a cleaning. But if you have a reccuring cleaning (biweekly, monthly subscription) and you preffer a certain cleaner - we can reserve it for your future bookings.

Question 10

What if I`m not satisfied with cleaning?

Accepted Answer

After we finish cleaning,  you will get a check list with all the areas we have marked as cleaned. With this check list you also will be able check all the work that was done. That`s the only time you can raise the complaint - right after we finished cleaning. After you sign the check list we will not accept any remarks, unless you can prove that we really somehow skipped that area. Depends on the situation, but our cleaners will not come back to reclean - we will make a recalculation of the price and return you money back.

Question 11

When should I pay?

Accepted Answer

We don`t take the payments upfront, just after the work is done!

Question 12

How do you calculate the price?

Accepted Answer

On the website you can find the hourly rates for each type of cleaning. Please note, that the price is based on one human hour, that means if two cleaners arrive for a cleaning, this rate will be 2 times bigger.

Cost breakdown: cleaning cost + cost of driving (30€) + 9% VAT

If you have pets we will charge extra 5-10% of the final price
We are not charging parking cost!

Frequently Asked Questions

Reliable office cleaners in Amsterdam.