FAQ

GETTING STARTED

Our service area includes Victoria and the surrounding municipalities. If your home falls into any of these areas, then you’re in luck! If not, feel free to contact us at info@neatandtidy.ca or call us at 1-778-440-6327 and we’ll work something out if possible. Please note that we reserve the right to not service to any area for any reason.
On our Cleaning tab you will find a breakdown of what is included in cleaning.

Neat and Tidy also has a system in place that your housekeeping professional will follow. You can leave additional notes with us at the time of booking or by providing instructions during your cleaning. For your quick reference, the following extra services are available if selected at checkout:

inside the fridge

inside the oven

inside windows

move in/move out

inside cabinets

Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mold removal, deep stain removal, insect and pest removal, cleaning pet messes, cleaning blinds, and items that require heavy lifting.

We tried to cover all possible options on our cleaning services page but if you have any other special requests, please don’t hesitate to let us know; contact us at info@neatandtidy.ca or call us at 1-778-440-6327. We understand that everyone’s home is different so let us know what you need and we’ll do our best to make it happen.
Yes. We need your payment card information to make an appointment, but you will not be charged until your cleaning is completed.
We aim to please so yes, we clean 7 days a week.
No problem.  If it is at least 24 hours before service, please call us to select a new date.   Please give us 24 hours’ notice if you need to cancel, otherwise, there is a $80 cancellation fee.
We strongly recommend the deep clean option for the first time and one time cleans – especially if this is the first time using a professional cleaning service in 3 or more months. It accounts for the extra time to get your home sparkling clean. Subsequent maintenance cleanings will take less time and cost.
All services, except interior windows cleaning, are included in a move in / move cleaning:

+ Deep cleaning + Inside kitchen and bathroom cabinets + Inside fridge + Inside Oven

PRICING & POLICIES

Standard cleanings start at $132. If you book recurring services then you can receive up to 15% off of your service.
We guarantee that our cleaners will leave your place spotless. If for whatever reason you’re not happy, let us know within 24 hours and we promise to send a cleaner out to take care of the problem for free, within a 7 day period.
We do not offer refunds. If you are unhappy with any aspect of your cleaning, let us know within 24 hours of the appointment and we will come out to fix it. In most cases, our housekeepers will come back and fix any reasonable requests that were overlooked. Please note that a “reasonable request” is up to Neat and Tidy’s management team.
We allow for cancellations up to 24 hours before the scheduled appointment. If an appointment is canceled within 24 hours of scheduled time there will be a $80.00 cancellation fee charged to the credit card that we have on file.
Yes we do. We will advise you prior to starting the work that we need to switch to an hourly rate of $66/hour per housekeeper with a minimum of 2 hours booked.
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TRUST & SAFETY

Our housekeepers are equipped with professional quality equipment and our own brand of Organic botanical cleaning products. Due to our all-natural cleaning methods and safety standards, we will not use your cleaning products or equipment.
The Housekeepers Collection is our own line of products.  We will leave the products you want in your home on the day of cleaning.  Check out what you would like in our shop and let us know before your scheduled cleaning day. Alternatively, you can order directly from the website or come to our location.
Absolutely. We know letting someone into your home is a big deal. So we take every precaution to hire bondable housekeepers. Each and every housekeeping professional goes through a thorough background check prior to ever stepping foot in a home.
Absolutely. All billing is handled by Stripe.  You can read about their security measures here.