1. SUBSCRIPTION

Paused Subscription Policy

We understand that you may need to pause your cleaning subscription due to travel or other commitments. flex Neat and Clean offers flexible pause options, provided we are notified at least two (2) days in advance with the following details:

  • Start date of the pause period (Submit via your customer dashboard)
  • End date of the pause period (Submit via your customer dashboard)

Upon confirmation, we will pause your subscription for a period of one (1) to four (4) weeks per quarter. Your regular cleaning schedule will resume as soon as we receive notice of your availability.

PLEASE NOTE
  • No cleaning services will be provided once a subscription expires.
  • A paused subscription must not exceed four (4) weeks. If it does, the subscription is considered forfeited and a new payment is required to resume cleaning.
  • If the apartment is unattended or abandoned during the pause period, a deep cleaning service will be required before regular service can resume.

2. BOOKING

Cleaning Appointment Guidelines

We aim to ensure that our Cleaning Pros arrive on time for your scheduled service. At the time of booking, please indicate:

  • Whether you will be at home to receive the Pros
  • If a doorman or alternative access arrangement is available

Our Pros will wait up to 40 minutes at the location. If access is not granted within this time, the appointment will be forfeited and the Pros will be reassigned.

Important: Please ensure that all valuable items are put away prior to your cleaning appointment.

Rescheduling Policy

You will receive a reminder of your cleaning schedule 24 hours in advance via email or SMS. At this time, you may:

  • Confirm the scheduled appointment
  • Request to reschedule or cancel

No response indicates automatic confirmation, and the cleaning will proceed as scheduled.

PLEASE NOTE
  • Customers can cancel or reschedule without penalty by providing a written notice at least 24 hours before the scheduled service time.
  • Cancellations made at the time of visit will incur a 17% processing fee based on the total bill.
  • For Flex Neat/Clean Lite package holders: If our Pros are not allowed into the premises at the scheduled time, the session will be automatically forfeited.

3. CANCELLATION & REFUND POLICIES

At Flex Neat/Clean, we prioritize your satisfaction and aim to provide a consistently reliable experience. While we understand that plans may change, last-minute cancellations can result in losses for our cleaning professionals. This cancellation and refund policy is designed to ensure fairness and proper compensation for all parties involved—You (the Customer) and Flex Neat/Clean.

Type Description Fee
Same Day Rescheduling Reschedule in writing 16 hours or 5pm the day before the appointment. You can send an email to Homes@flex neat&clean with your full name and email address and preferred rescheduled day in coming week. No Charges Applied
Short Notice Rescheduling Rescheduling within 16 hrs before the appointment or after 5pm the day before the appointment 17% of booking billed for impromptu rescheduling
Missed Appointment An associate arrives for a scheduled appointment, but they're unable to gain entry 30 mins after timely arrival 17% of booking billed for late availability
Refund Refund happens when customers do not want service without being used or Refund happens when the wrong service is booked The only fee applicable is the processing fee by our 3rd-party payment partner which ranges between 1%-1.5% for local currency and up to 4% for international currency. Refund may take up to 21 working days

Booking Slots for One-time Regular and Subscription Cleaning

At Fichaya there are two cleaning slots per day which are 9 am and 2 pm. Any selected time slot outside the 9 am and 2 pm time slot will attract an extra service charge of twenty percent (20%).

Booking for a Cleaning on Sundays

Booking a cleaning for Sunday attracts an extra charge of thirty percent (30%).

Instant Bookings

For instant bookings, this can happen at any time of the day till 1 pm. This attracts a 30% surge per this service request. The latest time for an instant cleaning on the same day booking ends by 4pm.

Please note: A booking that happens after 5pm for a cleaning for the following day is considered as an 'Instant Booking', too and the fee applies.

Lockout Policy

We know you lead a busy lifestyle, and your schedule can change on a dime, but if the cleaning associate is unable to carry out the booking, they end up losing valuable work and spending time and money on transportation.

In the circumstance that our cleaning associate is delayed, sent away or locked out from your home between these hours, you will be charged 17% of the booking fee. However, we will make every effort to work within the time frames requested.

CLEANING REMINDER

All cleaning reminders must be acknowledged. Failure to do so means the cleaning will still go on as booked and planned, and the associate would be sent. If the associate is not allowed in and the cleaning needs to be rescheduled, a 30% penalty fee will be collected.

SERVICES & WHAT TO EXPECT

Below are some of our cleaning services and what a customer should expect especially for the One-time cleaning, Subscription cleaning, Deep cleaning, Post-construction cleaning, Couch and Rug cleaning.

Cleaning Activities covered under One-time and Subscription Cleaning

Apartment Section Cleaning Activities Cleaning Activities NOT Covered
Living Room
  • Cobwebs Taken Out
  • All surfaces Dusted and Wiped
  • Door Knobs and Door Frames Polished
  • Light Switches cleaned
  • Clean Mirrors
  • Windows and Blinds
  • Cleaning inside of appliances (Fridge, Stovetop, Microwave and Oven)
  • Cleaning inside Kitchen cabinets
  • Moving heavy things around to clean
  • Under the bed
  • Cleaning of Shoes and standing fan
  • Washing of shower curtains
  • Washing of foot mat
Bedroom
  • Cobwebs Taken Out
  • All surfaces dusted
  • Hard Surfaces Swept and Cleaned
  • Beds arranged and laid neatly
  • Empty and wash trash can
Kitchen
  • Cobwebs Taken Out
  • Wash dishes
  • Clean kitchen counters and Table Tops
  • Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven)
  • Clean inside the sink
  • Hard Surfaces Swept and cleaned
  • Empty and wash the trash can
Restroom and Bathroom
  • Cobwebs Taken Out
  • Urinals, Toilets, and Toilet seats wash
  • Hard Surfaces Swept and Cleaned
  • Tiles and Bathtub washed
  • Mirrors Cleaned
  • Empty and wash trash can

Cleaning Activities covered under Deep Cleaning

Apartment Section Cleaning Activities Including the FOLLOWING
Living Room
  • Cobwebs Taken Out
  • All surfaces Dusted and wiped
  • Door Knobs and Door Frames Polished
  • Light Switches cleaned
  • Clean Mirrors
  • Windows and Blinds
  • Cleaning inside of appliances (Fridge, Stovetop, Microwave and Oven)
  • Cleaning inside Kitchen cabinets
  • Moving heavy things around to clean
  • Under the bed
  • Cleaning of Shoes and standing fan
  • Washing of shower curtains
  • Washing of foot mat
Bedroom
  • Cobwebs Taken Out
  • All surfaces dusted and polished
  • Hard Surfaces Swept and Cleaned
  • Beds arranged and laid neatly
  • Empty and wash trash can
Kitchen
  • Cobwebs Taken Out
  • Wash dishes
  • Clean kitchen counters and Table Tops
  • Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven)
  • Clean inside the sink
  • Hard Surfaces Swept and Cleaned
  • Empty and wash the trash can
Restroom and Bathroom
  • Cobwebs Taken Out
  • Urinals, Toilets, and Toilet seats wash
  • Hard Surfaces Swept and Cleaned
  • Tiles and Bathtub washed
  • Mirrors Cleaned
  • Empty and wash trash can

Cleaning Activities covered under Post-Construction Cleaning

Apartment Section Cleaning Activities Including the FOLLOWING
Living Room
  • Cobwebs Taken Out
  • All surfaces Dusted and Wiped
  • Door Knobs and Door Frames Polished
  • Light Switches cleaned
  • Clean Mirrors
  • Windows and Blinds
  • Cleaning inside cabinets
  • Moving heavy things around to clean
  • Removal of paints and cement residue from renovation or construction done
Bedroom
  • Cobwebs Taken Out
  • All surfaces dusted and polished
  • Hard Surfaces Swept and Cleaned
  • Beds arranged and laid neatly
  • Empty and wash trash can
Kitchen
  • Cobwebs Taken Out
  • Wash dishes
  • Clean kitchen counters and Table Tops
  • Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven)
  • Clean inside the sink
  • Hard Surfaces Swept and Cleaned
  • Empty and wash the trash can
Restroom and Bathroom
  • Cobwebs Taken Out
  • Urinals, Toilets, and Toilet seats wash
  • Hard Surfaces Swept and Cleaned
  • Tiles and Bathtub washed
  • Mirrors Cleaned
  • Empty and wash trash can

Cleaning Activities covered under Couch and Rug Cleaning

Service Type Cleaning Activities Option 1 Cleaning Activities Option 2
Couch Washing and sucking out moisture

NB: Drying is carried out without machine

Washing and sucking out moisture

NB: Drying is carried out without machine

Rug Washing and sucking out moisture

NB: Drying is carried out without machine

Washing, sucking out moisture and drying

NB: Drying is carried out with machine

4. PAYMENT TERMS

Service Fee

Service prices are based on the official price list available on the Flex Neat/Clean website, unless otherwise agreed upon in writing. If a customer's submitted information (e.g., incorrect apartment size or condition) is inaccurate, the final fee will be recalculated by mutual agreement according to the current pricing for services of equivalent scope.

The Company reserves the right to adjust its pricing. Customers will be notified in writing 30 days in advance of any price changes.

Subscription Breakdown:

  • Weekly Plan = 4 consecutive weekly cleaning cycles
  • Bi-Monthly Plan = 2 cleaning cycles, every two weeks per month
  • Bi-Weekly Plan = 2 cleaning sessions per week, across 4 weeks

Automatic Renewal

We recommend using the card payment method for all bookings. By agreeing to our Terms, you authorize Flex Neat/Clean (or a trusted third-party processor) to charge your card or approved payment method either once or on a recurring basis based on your selected plan.

To cancel automatic renewal, kindly contact our Relationship Management Team.

Reusable Payment Links

Customers may use reusable payment links provided by Flex Neat/Clean, as long as the service type and plan remain the same.

Upfront Payment Discounts

Customers are encouraged to pay upfront for uninterrupted cleaning services.

  • Six (6) months upfront payments are eligible for a 5% discount.

Official Bank Accounts Only

We will never request payments into personal accounts. Payments must be made through:

  • The official Flex Neat/Clean website
  • Verified invoices issued with approved business account details

Taxes

  • Nigeria: Services are exclusive of tax. The approved Value Added Tax (VAT) is 7.5%.
  • USA: Services are exclusive of applicable Sales Tax based on current federal/state regulations. (Exact rate varies by jurisdiction.)

Tipping

Customers may choose to tip Cleaning Pros in appreciation of excellent service. However, all special or out-of-scope tasks must be routed through the Relationship Manager or official customer service channels.

5. CLEANING PROS

At Flex Neat/Clean, safety and trust are top priorities. All Cleaning Pros undergo thorough background checks and are deployed based on confirmed bookings.

Customers may express a preference for certain Cleaning Pros. However, for quality control, pros may be reshuffled every 3 months.

Reminder:

  • Customers must store valuables securely before cleaning begins.
  • Confirm everything is in order before the Cleaning Pro leaves.

Respect Policy:

Customers are expected to treat all Cleaning Pros with the utmost respect.

6. ADD-ONS

Flex Neat/Clean offers optional Add-Ons to enhance customer satisfaction.

Upon booking a regular cleaning on flexneatclean.com.ng, a cleaning checklist is displayed. This ensures you understand what the service covers. Add-Ons (e.g., Oven, Fridge, Windows) are not included in regular cleaning packages and must be purchased separately through the booking platform.

7. THEFT & DAMAGES – SUCCESS PLEDGE

Flex Neat/Clean offers optional Add-Ons to enhance customer satisfaction.

Upon booking a regular cleaning on flexneatclean.com, a cleaning checklist is displayed. This ensures you understand what the service covers. Add-Ons (e.g., Oven, Fridge, Windows) are not included in regular cleaning packages and must be purchased separately through the booking platform.

To provide peace of mind, customers are required to pay a ₦1,000 Success Pledge as insurance against theft or damages caused by a Cleaning Pro. Coverage Includes:

  1. Damages up to ₦50,000 caused during cleaning
  2. Theft of money/items by a Cleaning Pro during cleaning
  3. Only these items are covered. Any other claims fall outside this policy.

Eligibility Requirements:

  • Success Pledge must be paid
  • Property must be cleaned under official Terms of Service
  • Booking must originate and be paid for via Flex Neat/Clean
  • Claim must be filed within 2 weeks of the service
  • Customer must not owe any fees
  • Valuables must be properly stored as outlined in Terms

To File a Claim:

Contact your Relationship Manager at +2348173602446 and email homes@flexneatclean.com

Claim Process May Require:

  • Protection of damaged property
  • Access for photo/video documentation
  • Allowing site inspections
  • Accepting repair as a first option
  • Submitting any requested documents

If the Pro is proven responsible, a refund of up to ₦50,000 will be processed. Repairs will be prioritized over replacements unless otherwise stated.

Important: Theft claims require a valid police report implicating the Cleaning Pro directly. Otherwise, claims will not be acknowledged.

8. SEXUAL HARASSMENT POLICY

Flex Neat/Clean maintains a zero-tolerance policy against sexual harassment in all service environments.

All customers are required to treat Cleaning Pros with dignity and respect. This includes refraining from the following behavior:

Examples of Sexual Harassment:

  • Unwelcome sexual advances or requests
  • Inappropriate or offensive jokes/comments
  • Sharing explicit images or messages
  • Unwanted touching or physical contact
  • Stalking, threats, or sexually suggestive behavior

All allegations will be investigated and may lead to service termination and legal action as required under Nigerian law.