Since our company is insured, bonded and all employees pass a detailed background check, most customers give us a key or an entry code allowing access to the property. However, other methods of entry can be arranged, on the day of service. Our security protocols allow our customer to rest assure their home or office is safe while we are cleaning. All keys are marked for identification with a code rather than an address or customer name. Security is a major concern for us. Our policy is to lock the door while we are cleaning and to not allow access to unknown people. For these safety reasons, please do not ask our cleaning professionals to allow access for workmen, family members or employees who do not have a key during the time we are in your property. If you prefer to be home or the office at the time of service, we also clean when owners are present.
Late cancellations / lockout fee:
Neat Nelly understand schedules change. We ask that you contact us no later than noon the day before your scheduled cleaning to cancel or reschedule. Cancellations later than noon the day before are subject to a cancellation fee. The same fee will be charged if we cannot gain access to your home or office if you have chosen not to leave your key with Neat Nelly Cleaning Services. For Monday cleanings, please call our office by noon of the preceding Friday. Also, if you request a reschedule we may not be able to accommodate your request with the same cleaning team you are accustomed to.
Are you bonded and insured?
We are bonded and insured, and background checks are run against each person in each team we work with. This is one of the major benefits associated with using our business over an individual who may claim to take these precautions but does not.
What are your Move in/out services?
Our Move in/out cleaning is designed to prepare an apartment or house for a new tenant; there's typically more room to be vacuumed, more baseboards to be detail cleaned, more cabinet and drawer space to be cleaned, light fixtures, etc. We include inside the fridge and inside of the oven cleanings as well.
Do you offer deep cleaning?
Yes, on our first visit we will do an initial cleaning also known as Deep Cleaning. First cleanings are usually tougher, detailed and thorough which takes longer than a routine, or "maintenance" cleaning. The initial cleaning provides a foundation which allows routine cleanings to be maximized.
Do I have to be there when the cleaners arrive?
No, you can leave a key for us to get in and we'll handle it from there. Some of our clients leave their key under a mat, in the mailbox, at a front-desk, or somewhere else out of sight. Most clients give us a copy of their keys. All keys are marked for identification with a code rather than an address or customer name. Security is a major concern for us. If you book online just remember to tell us where the key will be in the instructions, otherwise just give us a call.
Who's responsible for the supplies?
We bring all of the necessary supplies, including a vacuum and cleaning supplies. We can accommodate any preferences you might have from a preferred product to use (e.g. for wood floors) or using your own products, just let us know. We don't provide bleach, stainless steel cleaner or wood floor polisher but we can use if you supply it.