Privacy Policy

Neat Xpress, LLC, doing business as (DBA) of De Souza Services ("we," "us," "the Company") operates Neat Xpress (the "Service"), a marketplace connecting customers who need residential and commercial cleaning with independent cleaners who provide it. This page explains what we collect and why.

What we collect

• Full name and email: account login and identifying who a booking belongs to
• Phone number: cleaner identity verification via a one-time SMS code
• Service address: where the cleaning takes place. We geocode it to a map coordinate to match you with nearby cleaners and confirm a booking is in our service area
• A payment method reference. We never see or store your actual card number; payment is handled entirely by Stripe
• IP address and device type: account security, detecting logins from a new device
• Messages you send in the app: order chat and support chat
• Reviews you write: shown to other users
• If you call our sales/support line: your phone number, and the call transcript, logged for a limited time (see "How we use it" below)
• If you contact us through the form on our website: your name, email address, and message
• Photos taken by a cleaner at the start and end of a job, for quality assurance and to resolve disputes
• For cleaners setting up payouts: your legal name, date of birth, home address, and Social Security Number or ITIN (required by our payment processor, Stripe, to verify your identity and for tax reporting); a photo of a government-issued ID, sent directly to Stripe to verify your identity — we don't store the image ourselves, though it passes through our server on its way there; and your bank account or debit card details, which are sent directly to Stripe from your browser and never reach our servers in raw form
• When a cleaner starts a job, their device's location (if they allow it) is checked once against the booking address to confirm they're on-site. We don't store the coordinates themselves, only whether the check passed

We don't collect health information, biometric data, or precise geolocation for any purpose other than the on-site job-start check described above. We don't knowingly collect data from children.

How we use it

• To create and manage bookings, connect you with a cleaner, and process payment
• To verify a cleaner's phone number with a one-time SMS code
• To power our AI support assistant. When you use support chat, your message and (if signed in) a summary of your own recent bookings are sent to Anthropic to generate a reply. It can't see other users' data and can't take any action on your account.
• To power our AI phone agent. When you call our sales/support line, you'll hear at the start of the call that it may be logged. Twilio converts your speech to text and our AI agent (also powered by Anthropic) generates a spoken reply; the call transcript (what was said, not audio) is logged on our servers for quality and troubleshooting purposes and automatically deleted after a limited time, consistent with our hosting provider's standard log retention. If you ask, it can text you a booking link, using the phone number the call came from. For commercial cleaning inquiries, it may save your phone number and a summary of the conversation so a team member can call you back. It can't take payment or create a booking itself.
• For fraud prevention: an automated system flags unusual booking patterns for a human team member to review; it never blocks a booking automatically
• To notify cleaners of new available jobs
• To set up and run cleaner payouts: verifying identity, holding funds, and paying out to a bank account (all through Stripe). A cleaner can optionally cash out available funds early to a debit card for a 1% fee, which Stripe deducts from that payout — we don't add anything on top
• To confirm a cleaner has arrived on-site before they start a job, as described above

Who we share it with

Supabase (our database and hosting), Stripe (payments and, for cleaners, payout account verification including identity documents and bank/debit card details), Twilio (phone verification and answering/relaying calls to our AI phone agent when you call (510) 617-7777), SMS Gateway for Android (delivering/receiving text messages, including booking-link texts, if you text or call (510) 617-7777), Anthropic (our AI support assistant and AI phone/SMS agents), Resend (transactional email), and Mapbox (address autocomplete and geocoding). We do not sell your personal information.

We also use two analytics providers to understand how the site is used: Vercel Analytics (runs for every visitor; doesn't use cookies or store anything that identifies you individually) and Google Analytics (only if you accept the cookie banner — see our Cookie Policyfor how to control this). We also use the Meta Pixel (Facebook/Instagram), under the same accept-first gating, to measure how our ads perform and, if you've interacted with one of our ads, to show you more relevant ones.

Text messaging originator opt-in data and consent — that is, your mobile phone number and the fact that you agreed to receive texts from us — are never shared with any third party or affiliate for marketing or promotional purposes. We use Twilio strictly to deliver the texts themselves (see above), not to share your number with anyone else.

How long we keep it, and deleting your account

You can delete your account and data yourself at any time from your profile page. This removes your name, phone number, and photo from our systems and permanently signs you out everywhere. We keep your booking history on record. It's also the other party's legitimate record (a receipt for you, a job record for your cleaner) and our own financial records, but it's no longer linked to your identity once deleted. If you have an active booking in progress, you'll need to cancel it or let it complete first. A phone call's transcript is kept in our server logs for a limited time for quality and troubleshooting purposes, then automatically deleted; a commercial-inquiry follow-up record (phone number, business/contact detail, summary note) is kept until our team closes it out. Job-start and job-completion photos, and contact-form submissions, are currently kept indefinitely — we're working on an automatic retention schedule for these.

Your rights

Depending on where you live, you may have rights to access, correct, delete, or port your data. Deletion is self-service (see above); for anything else, contact us.

Cookies

See our Cookie Policy. In short: we always set the cookie needed to keep you signed in, plus one Stripe sets for payment fraud prevention. Google Analytics and the Meta Pixel are the only tracking/advertising cookies, and only load if you click "Accept" on the cookie banner — choosing "Necessary only" keeps them off entirely.

Security

We use industry-standard safeguards to protect your data, including encrypted connections, role-based access control, and multi-factor authentication for our own staff accounts.

Changes to this policy

If we make a material change to this policy, we'll post the update here with a new effective date.

Contact

Questions about this policy? support@neatxpress.com.