Booking Policy

All bookings are confirmed via WhatsApp or email. A booking is only considered confirmed once you receive written confirmation from The Nestly Co. Verbal or informal agreements are not considered confirmed bookings.

Payment Policy

We accept e-transfer, credit card via Square, and cash. Payment is due at the time of service unless a prior arrangement has been made in writing.

Cancellation Policy

• 24+ hours notice: Full refund or free reschedule
• Under 24 hours notice: Up to 50% cancellation fee
• Same-day cancellation or no-show: Full service amount charged
• No access to property: Full service amount charged after 30-minute wait

Satisfaction Guarantee

Damage Policy

In the unlikely event of accidental damage caused by our team, please notify us within 24 hours with photos. We carry $2M liability insurance and will handle all valid claims promptly. We are not responsible for damage to items that were pre-existing, improperly secured, or fragile without prior disclosure.

Products Policy

The Nestly Co. uses professional grade cleaning products appropriate for each surface and service type. Some of our products are plant-based and eco-friendly — not all products used are plant-based. If you have specific product preferences, allergies, or sensitivities please inform us before your booking.

Pet Policy

Please inform us if you have pets before your booking. A pet add-on applies to all homes with pets. Pets should be secured in a safe area during the cleaning where possible.

Key and Access Policy

If providing a key or access code, this information is handled with complete confidentiality and used solely for the booked service. Keys are returned immediately after the service.

Service Exclusions

To ensure our team can work safely and effectively, the following are not included in any cleaning package:

• Animal feces or bodily fluids
• Mold or mildew removal
• Pest removal or infestation treatment
• Biohazardous materials
• Moving heavy furniture or appliances
• Exterior of the home — garage, patio, balcony
• Full wash of ceilings and walls (spot cleaning only)
• Chandeliers or delicate light fixtures
• Fragile or irreplaceable items
• Paint removal
• Crawl spaces
• Hard to reach or unsafe areas