Last Updated: [5th January 2026]
Welcome to CleanAndNeat.ie - registered as C&N House and Garden Doctors. By booking a service with us (whether online, by phone, or via email), you agree to be bound by the following Terms and Conditions. Please read them carefully.
1. General Definitions
- "The Company," "We," "Us": Refers to CleanAndNeat.ie, C&N, C&N House and Garden Doctors
- "The Client," "You": Refers to the person or entity booking the cleaning service.
- "The Cleaner": Refers to the service provider/staff member assigned to your property.
2. Services & Scope
We agree to provide residential/commercial cleaning services as agreed upon at the time of booking.
- Minimum Duration: To ensure our staff can deliver a high-quality standard of work and to cover necessary travel and transport logistics, a minimum booking duration of 3 hours per visit applies to all services. We are unable to fulfill requests for shorter duration cleans.
- Exclusions: Unless specifically agreed in writing, our standard services do not include: cleaning biohazardous materials, lifting heavy furniture, carpet shampooing, cleaning exterior windows at height, or pest control.
3. Client Obligations
To ensure a successful clean, the Client agrees to:
- Provide a safe working environment.
- Ensure hot water and electricity are available.
- Secure any aggressive or unpredictable pets prior to the Cleaner’s arrival.
- Provide access to the property at the scheduled time.
4. Service Continuity and Flexibility
We operate on a flexible, non-subscription basis to ensure you are never locked into a long-term contract that doesn't suit you. Similarly, to maintain the health of our business and the well-being of our staff, we reserve the right to withdraw service if the arrangement becomes operationally unviable.
- Withdrawal of Service: Should we face logistical challenges (e.g., cleaner availability in your specific area) or if we feel the working relationship is no longer a mutual fit, CleanAndNeat.ie reserves the right to discontinue service with 7 days' written notice.
- Immediate Termination: As per our Zero Tolerance policy, we reserve the right to terminate service immediately without notice in instances of safety concerns or abuse.
5. Respect, Conduct, and Professional Autonomy
At CleanAndNeat.ie, we pride ourselves on the professionalism of our staff. To ensure the highest quality of service and the well-being of our team, the following policies apply:
- Professional Autonomy (No Micromanagement): Our Cleaners are trained professionals who follow a specific workflow to ensure efficiency and hygiene. We respectfully request that Clients do not "shadow," hover over, or micromanage the Cleaner while they work.
- Workflow Consistency: Once a task list or priority area has been agreed upon at the start of the session, the Cleaner must be allowed to complete these tasks. Constant changing of priorities or instructions midway through the clean disrupts the workflow and may result in the scheduled tasks not being completed.
- Realistic Expectations: We are dedicated to delivering excellent results; however, we cannot perform "miracles" on surfaces that have deeply set stains, wear and tear, or extreme grime that requires industrial restoration rather than standard cleaning.
- Zero Tolerance: We have a zero-tolerance policy regarding verbal abuse, harassment, or intimidation. If a Cleaner feels unsafe or disrespected, they reserve the right to leave the property immediately. In such cases, the full fee for the service will be charged.
6. Cancellations, Rescheduling, and Access
We understand that plans change. However, late cancellations prevent our staff from working and have huge consequences in terms of our overall weekly schedule. Our policy is as follows:
- Notice Period: You may cancel or reschedule your service free of charge up to 48 hours before the scheduled appointment.
- Late Cancellation Fee:
- Cancellations made between 24 and 48 hours prior to the service will incur a fee of 50% of the service cost.
- Cancellations made less than 24 hours prior to the service will be charged at 100% of the service cost.
- Lockouts / No Access: If our Cleaner arrives and cannot access the property (e.g., no key left, no one home, gate locked), this is treated as a cancellation with less than 24 hours' notice, and the full service fee will be charged.
7. Payments
- Payment is due upon completion of the service (or as per invoice terms for commercial clients or mutual pre-agreements).
- We only accept direct payments into our bank account:
Recipient: C&N House and Garden Doctors
IBAN: IE62 REVO 9903 6006 1988 90
BIC / SWIFT code: REVOIE23 - Late payments may incur an administrative fee or interest pursuant to Irish late payment regulations.
Price Reviews and Adjustments
To ensure we can continue to provide a living wage to our staff and meet all Irish regulatory obligations, our service rates are subject to review.
- Quarterly Review: We review our pricing structure every 3 months. Adjustments may be made to account for inflation, statutory wage increases, changes in taxation, or rising operational costs.
- Notice Period: If your service rate is due to change, we will communicate this to you in writing at least 14 days before the new rate takes effect.
- Right to Cancel: If you do not wish to accept the price adjustment, you maintain the right to cancel your service immediately without penalty, provided you notify us before the next scheduled clean.
8. Breakage, Damages, and Grievance Procedure
While we take the utmost care in your home, accidents can occasionally happen. Our liability and reporting procedure is strictly defined as follows:
A. Reporting Procedure
To process a claim for damage, one of the following two conditions must be met:
- Immediate Reporting: The issue is pointed out to the Cleaner while they are still on the premises, and documented in writing (text or email) at that time, with the form located here fully filled in.
- 24-Hour Reporting Window: In case you were not at home during the clean, or you notice the issue after the cleaner has left, you must report the issue by filling the Damage Incident Report form and sending it via email to info@cleanandneat.ie within 24 hours of the service completion.
- Required Evidence: This report must include photographic/video evidence of the damage or the area of dissatisfaction.
Outside of these conditions, we will unfortunately not be able to repair or replace your broken item.
B. Exclusions
- We are not liable for complaints or damages reported after the 24-hour window has passed.
- We are not liable for damage due to faulty installation (e.g., loose fixtures, unsecured artwork) or wear and tear.
C. Rectification Policy (Consumer Rights Act 2022)
We are committed to delivering a high standard of service. In the unlikely event that you are dissatisfied with the quality of a clean, our policy aligns with the "Right to Remedy" under the Consumer Rights Act 2022.
- Re-clean (Remedy) First: If a specific area or task falls below the agreed standard, CleanAndNeat.ie reserves the right to return and re-clean the disputed area free of charge ("make good"). This is our primary method of resolution.
- You must allow us access to the property to perform this re-clean within a reasonable timeframe (typically within 48 hours of the report).
- Limitations on Refunds: Refunds are not offered for completed services where a re-clean has been offered but refused by the Client. A refund or price reduction will only be considered if:
- The re-clean fails to rectify the issue; or
- A re-clean is operationally impossible; or
- The original service failure was of such a significant nature that a re-clean is not a viable remedy.
- Minor Issues: For minor oversights or aesthetic preferences that do not constitute a significant failure of service, a proportionate re-clean of that specific area is the sole remedy available.
D. Theft Policy
- Any claim of theft must be reported to us within 48 hours of the service.
- A formal police report must be filed for any theft claim to be investigated by The Company.
- We are not liable for the loss of cash, jewelry, or unsecured valuables.
9. Whatsapp, SMS and Communications (Consent)
By providing your phone number and email address during the booking process, you expressly consent to receive communications from CleanAndNeat.ie regarding your bookings. These communications may include:
- Appointment confirmations and reminders.
- Notifications regarding service updates, delays, or cleaner arrival times.
- Billing, invoicing, and payment notifications.
- Requests for feedback or reviews.
Opt-Out: You may opt out of receiving promotional text messages at any time by replying STOP to any text message you receive from us. Standard message and data rates may apply depending on your mobile carrier.
10. Health and Safety
- Hazard Disclosure: You must inform us of any health hazards present on the property (e.g., mold, asbestos, infectious diseases) prior to our arrival.
- Right to Refuse: We reserve the right to refuse service or terminate a session immediately if the property is deemed unsafe or hazardous to the health of our staff.
11. Force Majeure
The Company shall not be liable for any failure or delay in performing services due to circumstances beyond our reasonable control, including but not limited to acts of God, severe weather (e.g., Red Weather Warnings), pandemics, or government restrictions. In such cases, we will reschedule your service at the earliest opportunity.
12. Limitation of Liability & Indemnification
- To the fullest extent permitted by Irish law, CleanAndNeat.ie shall not be liable for any indirect, incidental, or consequential damages (including loss of profits) arising from our services.
- You agree to indemnify and hold harmless The Company from any claims or injuries arising from your failure to disclose property hazards or unsafe conditions.
13. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of Ireland. Disputes arising shall be subject to the exclusive jurisdiction of the Irish courts.