NEAT & TIDY CO.
POLICIES & PROCEDURES
Owner/Operator: Aaliyah
Business: Neat & Tidy Co.
Location: Darling Downs, Queensland
Document: Business Policies & Procedures
Version: August 2026
1. PURPOSE
Neat & Tidy Co. is a solo independent domestic cleaning business providing regular maintenance cleans, once-off cleans, deep cleans, Friday Project Cleans and move-in/move-out cleaning.
These policies and procedures outline how I operate my business, care for clients and their homes, manage cleaning products and equipment, maintain safety and handle day-to-day business matters.
My aim is to provide a professional, reliable and thoughtful service while being realistic about what can reasonably be achieved within the time booked.
2. CLIENT CARE & PROFESSIONAL CONDUCT
I aim to treat every client, home and situation with respect and without judgement.
I will:
• Communicate honestly and respectfully.
• Treat clients' homes and belongings with care.
• Respect client privacy and personal boundaries.
• Listen to client preferences and priorities.
• Be realistic about what can be achieved within the booked time.
• Communicate clearly if circumstances affect a booking or service.
• Address concerns respectfully and fairly.
• Maintain appropriate professional boundaries.
I will not knowingly:
• Judge the condition of a client's home.
• Promise unrealistic cleaning results.
• Use an inappropriate product or method simply to achieve a particular appearance.
• Share client information unnecessarily.
• Use client photographs for marketing without appropriate permission.
3. BOOKINGS & CLIENT COMMUNICATION
Before confirming a booking, I aim to establish:
• Client name and contact details
• Property location
• Type of cleaning required
• Approximate cleaning time
• Applicable pricing
• Travel fees, where applicable
• Access arrangements
• Pets or relevant household information
• Specific cleaning priorities or concerns
Website enquiries are not automatically confirmed bookings.
A booking is confirmed once the relevant service, date, time and pricing have been discussed and agreed.
If a client requests additional work or time during a clean, I will discuss any additional charge before proceeding.
4. CLEANING TIME & PRIORITIES
Cleaning time is based on the booking purchased.
Every home is different, and the amount that can be completed depends on factors including:
• Size of the property
• Condition of the home
• Level of dirt or buildup
• Clutter and accessibility
• Previous maintenance
• Type of cleaning requested
• Time available
I will prioritise the areas that need the most attention while continuing the important maintenance tasks required to keep the home cared for.
Regular cleaning is intended to maintain a home over time rather than guarantee that every possible cleaning task will be completed during every visit.
5. CLIENT PREPARATION
Clients do not need to have a perfectly tidy home before I arrive.
However, where possible, I recommend:
• Picking personal items up from floors.
• Putting dishes away.
• Clearing benches and surfaces.
• Removing unnecessary items from areas requiring cleaning.
• Securing pets where required.
• Advising me of delicate surfaces or particular concerns.
This allows more of the booked time to be spent actually cleaning rather than moving household items.
6. CLEANING PRODUCTS
Neat & Tidy Co. uses professional and commercial cleaning products selected according to the cleaning task and surface.
Products may include:
• 4 Uses Lemongrass
• Aloha glass cleaner
• Commercial toilet cleaner
• Commercial dishwashing liquid
• Pink Stuff
• Bar Keepers Friend
• Specialist grout-cleaning products
• Other products selected according to the cleaning task
Many professional products are sourced through Dalby Cleaning & Catering.
Products are used according to their intended purpose and manufacturer directions.
7. CHEMICAL SAFETY
I will:
• Follow product labels and manufacturer instructions.
• Use appropriate protective equipment where required.
• Store cleaning products appropriately.
• Keep products labelled where applicable.
• Consider the surface before using a product.
• Use ventilation where appropriate.
• Take care when working around children and pets.
• Avoid unnecessary exposure to cleaning chemicals.
Cleaning chemicals are not mixed together.
If I am unsure whether products are compatible, they will not be combined.
8. SURFACE & PROPERTY CARE
Before using a specialist cleaning product or method, I consider the surface, finish and condition of the area.
Clients should advise me about:
• Delicate or specialty surfaces
• Recently sealed surfaces
• Specialty stone
• Delicate finishes
• Valuable or sentimental items
• Window tinting
• Unusual materials or coatings
• Anything requiring particular care
If a requested cleaning method could reasonably risk damage, I may recommend an alternative method or decline that particular task.
9. FRAGILE & VALUABLE ITEMS
Clients should identify fragile, valuable or sentimental items before cleaning.
Where an item appears particularly fragile or valuable, I may ask the client to move or secure it themselves.
I will not knowingly take unnecessary risks with fragile or valuable property.
10. PETS
Clients should advise me if pets will be present during a clean.
For safety, pets may need to be secured where:
• Doors or gates need to remain open.
• Cleaning products or equipment are being used.
• There is a risk of escape.
• The animal may interfere with cleaning.
• The animal is anxious, aggressive or otherwise presents a safety concern.
I am not responsible for supervising pets.
11. PROPERTY ACCESS & KEYS
Clients are responsible for providing safe access to the property at the agreed time.
Where keys, access codes or other access arrangements are provided, they will be treated as private and used only for providing the cleaning service.
If I cannot safely access the property, I will contact the client and discuss the situation.
12. HEALTH & SAFETY
I aim to maintain a safe working environment for myself, clients, visitors and others who may be affected by my work.
I will take reasonable care around hazards including:
• Wet or slippery floors
• Cleaning chemicals
• Electrical equipment
• Manual handling and lifting
• Repetitive movements
• Working at height
• Sharp objects
• Broken glass
• Animals
• Mould
• Unsafe structures
• Poor ventilation
I may stop, modify or decline work where conditions create an unreasonable safety risk.
13. UNSAFE OR HAZARDOUS CONDITIONS
Cleaning may be stopped, modified or declined where there is an unreasonable risk.
This may include:
• Needles or sharps
• Dangerous or unsecured animals
• Unsafe electrical equipment
• Significant bodily waste or contamination
• Unsafe heights
• Structural hazards
• Unidentified or hazardous chemicals
• Severe mould requiring specialist treatment
• Other conditions requiring specialist equipment or services
This is a safety decision and is not a judgement of the client or their home.
14. MOULD & SPECIALIST CLEANING
Normal household mould or mildew may sometimes be addressed as part of an appropriate domestic cleaning service.
Significant mould contamination, hazardous contamination or specialist remediation may be outside the scope of normal domestic cleaning.
Where specialist treatment is required, I may recommend an appropriately qualified specialist.
15. PHOTOGRAPHY & MARKETING
I may take before-and-after photographs for private business records.
Photographs of a client's home will not be used without appropriate permission.
Where permission is provided, photographs will be used respectfully and without unnecessarily identifying the client or their personal information.
16. CLIENT PRIVACY
Client information may include:
• Name
• Address
• Phone number
• Email address
• Booking information
• Access information
• Cleaning preferences
• Relevant property information
Information will only be collected and used where reasonably required to operate the business and provide services.
Client information will be handled with reasonable care and will not be unnecessarily disclosed to other people.
17. CLIENT RECORDS
Business records may be maintained through:
• Apple Calendar
• Squarespace enquiries
• HNRY
• Business email
• Other appropriate business records
Records will be kept for legitimate business purposes and handled with reasonable care.
18. INCIDENTS, DAMAGE & CONCERNS
If an incident occurs during a clean, I will record relevant details as soon as reasonably practical.
This may include:
• Date
• Property
• What occurred
• Photographs, where appropriate
• Products or equipment involved
• Client communication
• Action taken
If a client reports damage or another concern, I will listen to the concern and discuss the matter reasonably and promptly.
Where appropriate, the matter may be referred to my insurer.
19. CANCELLATIONS & RESCHEDULING
I understand that plans change and unexpected circumstances happen.
Clients are asked to provide as much notice as reasonably possible when cancelling or rescheduling.
Repeated short-notice cancellations or missed appointments may affect future booking arrangements.
Any cancellation or non-attendance fee will only be applied where it has been clearly communicated beforehand and is legally permissible.
20. TRAVEL
Travel fees may apply when additional travel time and vehicle costs are involved.
Travel fees will be communicated to clients before the booking where reasonably possible.
Travel time, fuel and vehicle costs are considered when determining whether a booking is commercially practical.
21. PAYMENT & INVOICING
Invoices are managed through HNRY where applicable.
Payment is due according to the payment terms shown on the invoice or booking confirmation.
If a client believes there is an issue with an invoice or charge, they are encouraged to contact me so the matter can be discussed.
22. EQUIPMENT
Cleaning equipment is checked and maintained regularly.
Equipment may include:
• Pacvac 700
• Flat mop system
• Bucket mop system
• Microfibre cloths
• Detail brushes
• Track brushes
• Dusters
• Dewebber
• Scrubbing equipment
• Other cleaning tools
Damaged or unsafe equipment should not be used until it has been repaired or replaced.
Electrical equipment should be visually checked before use.
23. VEHICLE & TRAVEL SAFETY
Cleaning equipment and products transported in the vehicle should be secured appropriately.
Cleaning products will be transported and stored according to their product instructions.
The vehicle will be maintained in a safe and roadworthy condition.
I will not use my phone while driving except where legally permitted and safe to do so.
24. PROFESSIONAL BOUNDARIES
Neat & Tidy Co. provides domestic cleaning services and may decline requests that fall outside the service offered.
This may include requests that are:
• Unsafe
• Illegal
• Inappropriate
• Outside my skills or equipment
• Likely to cause unreasonable risk of damage
• Better suited to a qualified specialist
Where possible, I will suggest an appropriate alternative.
25. CLIENT FEEDBACK & COMPLAINTS
I welcome honest feedback.
If something isn't right, clients are encouraged to contact me directly so I have an opportunity to understand the concern and work towards a reasonable solution.
Complaints will be treated respectfully and without judgement.
26. BUSINESS CONTINUITY
As a solo independent cleaner, unexpected circumstances such as illness, injury, vehicle problems, family emergencies or other unforeseen events may occasionally affect my ability to attend a booking.
Where reasonably possible, I will notify affected clients as soon as I can and discuss rescheduling or another appropriate option.
I will not knowingly attend a booking where doing so would create an unreasonable health or safety risk.
27. REVIEW & IMPROVEMENT
These policies and procedures will be reviewed periodically as Neat & Tidy Co. grows or circumstances change.
They may be updated when:
• Services change
• New equipment is introduced
• New products are introduced
• Insurance requirements change
• Legal requirements change
• A safety issue identifies an improvement
• Business processes change
28. MY COMMITMENT
Neat & Tidy Co. is committed to providing cleaning services that are:
Professional.
Practical.
Respectful.
Safe.
Honest.
Without judgement.
My goal isn't simply to make a home look clean for a moment.
It's to provide a service that genuinely makes life a little easier for the people who live there.
NEAT & TIDY CO.
Cleaning with care, one home at a time.