FREQUENTLY ASKED QUESTIONS

What is Included in Neato's Standard Cleaning?

Bedrooms, Bathrooms and Common Areas

Make beds and change linens (if you leave fresh linens on bed)
Dust and clean all reachable surfaces
Dust and wipe doors
Clean door handles and light switches
Clean mirrors and glass fixtures, shine chrome
Vacuum & Mop all floors
Take out trash, clean trash bin, replace new bag
Wipe down Baseboards
Scrub and sanitize toilet, shower/tub and sink
Wipe and clean window sills
Clean and dust ceiling fans
Clean glass table tops
Vacuum all carpet, area rugs, and stairs
Dust electronics with micro-fiber towels for scratch free dusting

Kitchen

Wash and scrub sink
Wash cabinet faces and appliances
Clean inside and outside of microwave
Clean and disinfect countertops and backsplash
Vacuum and Mop all floors
Dust and clean all reachable surfaces
Clean door handles and light switches
Clean mirrors and glass fixtures
Take out trash and recyclables
Clean pantry doors
Clean oven hood
Baseboards and corners detail cleaning
Polish stainless steel surfaces

What does this service not include? We charge extra for the following:

Move In / Move Out Cleaning
Cleaning inside the fridge
Cleaning inside the cabinets
Cleaning inside the oven

The above extra services are available on the booking page for an extra charge. If you’d like us to do any of those, just select the service.

WHAT WE CAN’T CLEAN

Exterior windows
Carpet cleaning
Animal waste
Mold removal
Rust removal / Rust cleaning
Industrial cleaning
Lifting of heavy items
Very High ceiling fans

WHO DO I CONTACT IF I HAVE QUESTIONS OR ISSUES?

Please contact Ben, our coordinator, for any reasons regarding scheduling, payment, issues, and feedback at (323) 204-6991. You may also email neatocleaningLA@gmail.com with any questions or concerns. Any scheduling changes should be made by phone to ensure we don’t miss your request.

WHEN ARE YOU OPEN?

We are open Monday-Friday 8-5pm.

WHAT IF I'M NOT THERE TO LET THE CLEANING PERSON IN?

That’s okay! Just leave us detailed entry instructions when you schedule your appointment online so we know how to gain access to your home. Your home will be locked when the cleaner leaves.

DO I HAVE TO BE HOME WHILE YOU CLEAN?

You do not have to be home for your cleaning as long as your cleaner has proper directions for entering and exiting your home. Please input these instructions when booking your appointment. Your home will be locked when the cleaner leaves.

CAN I BOOK A CLEANING OVER THE PHONE?

Yes, absolutely! Give us a call at (323) 204-6991 and we will schedule your cleaning.

HOW DO I SCHEDULE A CLEANING?

Simply click on the Booking Link on the top of this website and complete the form. It shouldn’t take more than 60 seconds and we’ll contact you to confirm your appointment that same day!

WHERE DO YOU SERVE?

We proudly serve West Hollywood, Beverly Hills, Los Angeles, North Hollywood, Hollywood, Studio City, West LA, and Silverlake.

HOW MUCH DOES IT COST TO CLEAN MY HOME?

NeatO's pricing is based on how many bedrooms you have and the desired level of service. We operate on a flat rate system, meaning our prices do not change based on square footage, but are calculated by how many bedrooms are in your home. We offer extra services such as cleaning inside of the fridge, inside of the oven, pet hair removal, interior windows, and deep cleaning service, at an extra charge.

CLEANING SERVICE PREPARATION

Please add in the booking process or let us to know all necessary instructions for keys, alarms, door codes and pets before the day the cleaning person comes to your home. Also discuss in advance any special cleaning requests you have that may be particular to your home or your needs. This way, our cleaning person can come prepared and there are no misunderstandings about costs or the length of the visit.

Pick up clutter. The cleaning service is there to clean, not organize unruly paperwork, toys, dishes or other clutter. If you get these things in order before the cleaning person arrives, you are saving them time and allowing them to better get down to business. Also be sure to put away anything you would not want damaged during cleaning.

PETS & ANIMALS

We love animals, but they don’t always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home (i.e. travel crate or kennel). You can leave detailed pet instructions during the online scheduling process. Unfortunately our company can not be responsible for them.

REDOS & COMPLAINTS

Any complaints or notices regarding the service performed by NeatO Cleaning have to be reported to the company within 24 hours from the date the service has been completed, this, for any redo’s to be valid and considered. These reports should be sent to neatocleaningLA@gmail.com with the customer’s name, address, contact information, date of service performed, and detailed description of each complaint or notice.

service payments

All services can be paid in advance when you schedule a service using our online booking process. We accept all major credit cards. We do not take cash or personal checks. Our online payments are processed by Stripe and through a fully secure 256 bit SSL protocol. In addition, we have a full extended validation SSL security as well. Booking through NeatO's website is safe and secure, and we guarantee this.

lock outs

A 50% of your total service will be assessed in the event that our teams arrive and are unable to access the premises. We have to do this to compensate our team for the time they blocked out for cleaning your home, which prevents them from accepting other work. Thank you for your understanding.

LATE CANCELLATIONS OR/AND RESCHEDULES

You can cancel or pause your service anytime, there is no contract to use our service.

Because we reserve a time especially for you, please make any schedule changes 48 hrs before of your coming service time to avoid incurring a 50% of the total service amount. We appreciate your understanding.

We charge this fee as a means to compensate our cleaning staff for the last minute cancellation.

Rescheduling an appointment within 48 hours also constitutes a cancellation.

Why do we have this policy?

This policy reimburses cleaning team members for blocking off their schedule for you. When you book with us, they cannot accept other work during that time. If we had no cancellation fee, they would lose the income during that period.

There are no penalties or fees for canceling your service outside of the 48-hour window.

RETURNED CREDIT CARD FEE

A $25.00 fee will be assessed for all cancelled and declined payments.

SCHEDULE AND BOOKING CHANGES

All schedule changes are handled directly with the company by calling or texting Ben at (323) 204-6991

EXCESSIVELY DIRTY POLICY

If the residence is excessively dirty and would not be able to be completed by our cleaners in a reasonable amount of time, we will discuss with you and charge more. Our cleaner will inform you the additional time and fee that will be charged. Please contact us if you have additional question (323) 204-6991

CLUTTER CLEAN UP

NeatO doesn’t offer any kind of Clutter Clean up, we reserve the right to reject any job that we consider Clutter Clean up or overwhelming.

IS TIP INCLUDED?

You are under no obligation to tip but have the option of doing so if you feel that you’ve received exceptional service. NeatO personnel are not permitted to solicit tips under any circumstances.

ARE YOU INSURED AND BONDED?

Yes, NeatO Cleaning is insured and bonded. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 48 hours.

Your trust is one of our highest priorities, and we apologize for any incidents. Contact us and submit the details of the issue to our team. Please be sure to include a detailed description of what happened.

We’ll review the information you provide and get back to you shortly. At that time we may request that you submit a formal claim request, including photographs and proof of ownership. Please note, we request that any damaged or missing item claimed be reported within 48 hours of the service’s completion.

DO NEATO CLEANERS BRING ALL NECESSARY CLEANING SUPPLIES TO GET THE JOB DONE?

We arrive with all required products to give your home a great clean, vacuums, mop, bucket or step stool. If you’d like us to use a specific product, please let us know and leave it out for the cleaner to use. We ask that you provide your own vacuum if you have one, otherwise we are happy to supply ours.

WHAT IF DON'T HAVE A MOP OR VACUUM?

It's okay! Our cleaners bring all supplies to clean your house.

DO YOU OFFER GREEN CLEANING SUPPLIES?

At the moment, we do not offer green cleaning supplies, but if you have eco-friendly supplies of your own that you would prefer we use, just leave them out for us and let us know and we will be happy to use those instead.