Best cleaning service in the Washington DC metro area

Frequently Asked Questions

Got a question? Check out our FAQs below. If you need additional help, don’t hesitate to contact us.

A deep clean is recommended for all first time cleaning by Neat Nelly Cleaning Services. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most customers switch to a standard maintenance cleans.

When booking a move-in/Move out cleaning you MUST select the move-in move out package. If you do not, we are not liable for it to be a completed move out/move in and most likely will not confirm the booking. If your home is larger than 2 bed 2 baths you are REQUIRED to select deep cleaning. It is not fair to expect our staff members to clean your entire home in less time. The deep cleaning allocates the necessary time to properly clean these large homes.

If your home hasn’t been professionally cleaned within the last year, you should select “Very Dirty”.

If your home has been professionally cleaned within the last 6 months, you should select “Pretty Dirty”

If your home has been professionally cleaned within the last 3 months, you should select “Slightly Dirty”

Yes, this is to ensure your day and time is reserved. This may seem inconvenient and unorthodox as a service company. However, due to fraudulent billings and non payments from costumers in the past we’ve changed to this standard to ensure all cleanings are paid for before service.

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.

We do not. Our insurance only covers our cleaners inside your home.

We bring all of the necessary supplies, including a vacuum, cleaning cloths and liquid 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 stainless steel cleaner or wood floor polisher but we can use yours if you supply it.

As much as we do not want to charge you a fee, we have employees who need to be compensated for their time and effort. Same day cancelations and lockout fees are $50. The fee will automatically be charged to your next cleaning appointment.

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.

Yes it is. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your cleaning technicians.

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.

Yes, upon request. Please understand that cleaners have personal lives, and can get sick, or request leave. If that occurs we’ll ask to either reschedule, or send a different cleaner.

Yes, we use organic products upon request. We can also use odorless solutions and vinegar based solutions for wood floors or other areas of the home.

This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.

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.

Most of our cleaning technicians are women and 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 technicians 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.

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.

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