Terms of Service

These Terms of Service ("Terms") are a binding agreement between you and Neat Xpress, LLC, doing business as (DBA) of De Souza Services ("Neat Xpress," "we," "us," or "our") governing your access to and use of the Neat Xpress website and related services (the "Service").

1. Acceptance of terms

By creating an account, booking a cleaning, accepting a job as a cleaner, or otherwise using the Service, you agree to be bound by these Terms and by our Privacy Policy, incorporated into these Terms by reference. If you do not agree, do not use the Service.

You must be at least 18 years old and able to form a binding contract to create an account. If you're using the Service on behalf of a business, you're representing that you have authority to bind that business to these Terms.

2. The Service

Neat Xpress is a marketplace connecting customers with independent cleaners for residential and commercial cleaning bookings. Customers book and pay for a cleaning; independent cleaners accept and perform jobs and receive payout through the platform. Neat Xpress facilitates the booking, communication, and payment between customers and cleaners. It does not itself perform cleaning services and is not a party to the cleaning arrangement between a customer and a cleaner.

3. Accounts

You need an account (customer, cleaner, or a staff role) to use the Service, authenticated via email/password. Cleaner accounts require phone number verification via a one-time SMS code, and a profile photo on file, before a cleaner may be authorized to accept jobs. Admin and support staff accounts require two-factor authentication. You're responsible for keeping your login credentials secure and for all activity under your account. Notify us immediately of any unauthorized use.

4. Payments

When you book a cleaning, your payment method is authorized (not charged) at booking time. The charge is only completed once the cleaning is finished and a staff member marks the job complete. Cleaners receive approximately 70% of the booking price via payout after the job is completed; the remainder is the platform's service fee. Refunds are issued at the platform's discretion by our staff and are capped at the amount you were charged.

Cleaner payouts.A cleaner's payout account is set up and held through Stripe, our payment processor, which requires identity verification (including a government-issued ID and, where applicable, a Social Security Number or ITIN) and a linked bank account before payouts can begin. Payouts run automatically on a daily schedule. A cleaner may instead choose to cash out available funds early to a linked debit card; Stripe charges a 1% fee for this, deducted from the amount cashed out, which the cleaner — not Neat Xpress — pays. This is optional and shown plainly before a cleaner confirms it.

Cancellation: you may cancel a booking yourself before a cleaner has accepted it. Once a cleaner has been assigned, cancellation requires contacting support.

Payment processing is handled by Stripe. We do not store your full card number. Your use of Stripe's payment services is also subject to the Stripe Services Agreement.

5. Cleaner terms and independent contractor status

Independent contractor, not an employee.If you register as a cleaner, you do so as an independent business, not as an employee, agent, partner, or joint venturer of Neat Xpress. You control how, when, and whether you perform a job you've accepted, subject only to completing the specific booking as described to the customer. Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between you and Neat Xpress. You are solely responsible for your own taxes, and for any withholding, insurance, licensing, permits, and other obligations that apply to you as an independent business under applicable law.

California Proposition 22.Proposition 22 (California Business & Professions Code §§7448–7467) applies only to transportation network companies and delivery network companies, as those terms are defined in that law. Neat Xpress is a cleaning marketplace, not a transportation network company or a delivery network company. Proposition 22 does not apply to Neat Xpress or to cleaners using the Service, and nothing in these Terms is intended to invoke, adopt, or rely on any standard, requirement, safe harbor, or classification test created by Proposition 22.

Representations you make as a cleaner. By registering as a cleaner, you represent and warrant, on an ongoing basis for as long as your account is active, that:

• you hold a valid Social Security Number or Individual Taxpayer Identification Number and are legally authorized to receive payment for work performed in the United States (as attested at signup);
• you hold and will maintain any license, permit, bonding, or insurance that applicable federal, state, or local law requires for the cleaning services you perform;
• you have not been convicted of a felony that would legally disqualify you from providing the services you offer through the Service, and you will notify us promptly if that changes; and
• the information in your profile, including your identity and profile photo, is accurate and current.

No background checks performed by Neat Xpress. Neat Xpress does not currently run criminal background checks, identity-verification checks beyond phone and account verification, or driving-record checks on cleaners. Authorization to accept jobs is granted manually by our staff after a cleaner completes phone verification and uploads a profile photo. This is an internal trust-and-safety gate, not a substitute for a background check, and customers should not assume one has occurred. If and when Neat Xpress adopts a background-check process, this section and our Privacy Policy will be updated to disclose it, including any disclosures required by the Fair Credit Reporting Act.

No fixed schedule or minimum commitment. Neat Xpress does not assign you a schedule, a minimum number of jobs, or a required number of hours. You decide which available jobs to accept, if any, and you may stop accepting jobs at any time without penalty beyond forfeiting jobs not yet accepted.

Your own equipment and supplies. You are responsible for providing your own cleaning equipment, tools, and supplies for jobs you accept. Neat Xpress does not supply, reimburse, or require the use of any particular product or equipment brand.

No training or supervision of technique.Neat Xpress does not train cleaners on cleaning method or technique, supervise how a cleaner performs a job while it's in progress, or evaluate the quality of a cleaner's work method. You determine your own cleaning methods, techniques, equipment, and standards for a job, subject only to completing the specific booking as described to the customer.

Accepting jobs. You are responsible for accepting only jobs you can actually perform, and for not accepting jobs that conflict in time so as to deny them to other cleaners. See Section 6 (Acceptable use) below.

6. Acceptable use

We expect everyone on Neat Xpress to be respectful of each other and each other's property; fair, including giving and receiving honest reviews; professional in how you communicate and show up for a booking; honest about what you can deliver and what you expect; reliable in responding and being on time; and inclusive: we have zero tolerance for discrimination based on race, national origin, sex, sexual orientation, gender identity, age, religion, disability, or any other protected characteristic.

You may not, and agree not to:

• Upload a profile photo or other content you don't have the rights to, or that is illegal, abusive, or misleading
• Attempt to circumvent our authentication, rate limiting, or authorization controls
• Apply the same promotional/coupon code across more accounts than the offer permits, or otherwise attempt to obtain a discount or benefit the offer wasn't intended to provide
• As a cleaner, accept a job you know you can't perform, or accept multiple jobs that conflict in time so as to deny them to other cleaners
• Attempt to leave a review for a booking you didn't genuinely receive service for, or coordinate with another account to fabricate a review
• Harass, defraud, or impersonate another user
• Send abusive, deceptive, or unlawful content through order chat, support chat, or a booking's address field
• Use the AI support assistant or AI phone agent to attempt to extract system information they aren't meant to share, or to generate content that violates these Terms
• Scrape, reverse-engineer, or automate access to the Service beyond what applicable law permits

Enforcement. We may suspend or hide content, cancel a booking, or take other action proportionate to a violation. A suspended account is immediately signed out of all active sessions. If you believe your account was suspended in error, contact support@neatxpress.com to request review. To report a violation, contact the same address.

Content license and user content and conduct: see the next section.

7. User content and conduct

Content license.If you submit a review, profile photo, message, or other content through the Service ("Content"), you grant Neat Xpress a non-exclusive, worldwide, royalty-free, sublicensable license to host, store, reproduce, and display that Content solely to operate, provide, and improve the Service (for example, showing your review to a customer deciding whether to book a cleaner, or showing your profile photo to staff verifying your identity). You represent that you have the rights necessary to grant this license and that your Content doesn't infringe or violate any third party's rights, and isn't unlawful, defamatory, or otherwise in violation of these Terms. We may remove Content that violates these Terms.

8. AI support assistant and AI phone agent

Our support chat is partly powered by an AI assistant. It can answer questions about pricing, your own bookings, and general policies. It cannot cancel, modify, or refund a booking, or take any other action on your account. If you need something done, ask to be connected with a human.

If you call our sales/support line, an AI phone agent may answer instead of a person. It can quote pricing, text you a link to finish booking online, and take down details on a commercial cleaning inquiry for a team member to follow up on. It cannottake payment or create, modify, or finalize a booking, and cannot finalize a commercial cleaning price. Your call is converted to text in real time to generate the agent's replies; you'll hear at the start of the call that it may be logged, and that transcript is kept in our server logs for a limited time for quality and troubleshooting purposes, then automatically deleted — except that for a qualified commercial inquiry we keep your phone number and a short summary note so a team member can call you back. You can ask to be transferred to a human at any point. See our Privacy Policy for more detail.

9. Reviews

Customers may leave a rating and review for a cleaner only after a booking is marked complete, and only once per booking. Reviews must reflect the customer's own first-hand experience with that booking. Reviews may be hidden by our staff if they violate Section 6. Reviews reflect the opinion of the customer who wrote them, not Neat Xpress.

10. Neat Xpress is a marketplace, not the service provider

Neat Xpress connects customers and cleaners; it does not train, supervise, direct, or control how a cleaner performs a job, and it is not a party to the cleaning arrangement itself. Your dealings with the other party to a booking (the quality of the cleaning, access to the property, any damage, injury, or dispute arising from the visit) are between you and that party. To the fullest extent permitted by law, Neat Xpress is not responsible for the acts, omissions, statements, or conduct of any customer or cleaner, on or off the platform, and does not guarantee the quality, safety, timeliness, or legality of any cleaning performed through the Service.

11. Intellectual property

The Service, including its design, text, graphics, logos, and underlying software, is owned by Neat Xpress or our licensors and is protected by copyright, trademark, and other intellectual property laws. Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for its intended purpose: booking or performing cleanings. You may not copy, modify, distribute, sell, reverse-engineer, or create derivative works from the Service or its content, except as this license or applicable law expressly allows. "Neat Xpress" and our logo are our trademarks; you may not use them without our prior written consent.

12. Indemnification

You agree to indemnify, defend, and hold harmless Neat Xpress and our officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your breach of these Terms; (b) your use of the Service; (c) if you're a cleaner, any job you accept or perform, including any injury, property damage, or dispute arising from that job; or (d) Content you submit through the Service. We reserve the right to assume the exclusive defense of any matter otherwise subject to indemnification by you, in which case you agree to cooperate with that defense.

13. Disclaimers and limitation of liability

Service provided "as is."To the fullest extent permitted by law, the Service is provided "as is" and "as available," without warranties of any kind, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement. We don't warrant that the Service will be uninterrupted, error-free, or secure, or that any cleaning booked through the Service will meet your expectations.

LIMITATION OF LIABILITY. TO THE FULLEST EXTENT PERMITTED BY LAW, NEAT XPRESS AND ITS OFFICERS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUE, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE FULLEST EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE GREATER OF (A) THE SERVICE FEES YOU PAID TO NEAT XPRESS (NOT INCLUDING AMOUNTS PAID THROUGH TO A CLEANER) IN THE 12 MONTHS BEFORE THE CLAIM AROSE, OR (B) ONE HUNDRED DOLLARS ($100).

Some jurisdictions don't allow the exclusion of certain warranties or the limitation of certain damages, so some of the above limitations may not apply to you.

14. Suspension and termination

We may suspend or terminate an account that violates these Terms; a suspended account is signed out of all active sessions immediately. You may stop using the Service at any time and, subject to our Privacy Policy, request deletion of your account.

The sections of these Terms that by their nature should survive termination, including Payments (for amounts already owed), Indemnification, Disclaimers and Limitation of Liability, Intellectual Property, Dispute Resolution, and Governing Law, survive termination of your account.

15. Copyright complaints (DMCA)

If you believe Content available through the Service infringes your copyright, send a written notice to support@neatxpress.comthat includes: (a) a physical or electronic signature of the copyright owner or someone authorized to act on their behalf; (b) identification of the copyrighted work claimed to be infringed; (c) identification of the material claimed to be infringing, and information reasonably sufficient to let us locate it; (d) your contact information; (e) a statement that you have a good-faith belief the use is not authorized by the copyright owner, its agent, or the law; and (f) a statement, under penalty of perjury, that the notice is accurate and that you're authorized to act on the copyright owner's behalf.

16. Dispute resolution; binding arbitration; class action waiver

Please read this section carefully. It affects your legal rights.

Informal resolution first. Before filing a claim against Neat Xpress, you agree to try to resolve the dispute informally by contacting us at support@neatxpress.com. We'll try to do the same. Most disputes can be resolved this way.

Binding arbitration.If a dispute isn't resolved within 60 days of that notice, you and Neat Xpress agree that it will be resolved by binding individual arbitration under the Federal Arbitration Act, administered by the American Arbitration Association under its Consumer Arbitration Rules, seated in Contra Costa County, California, rather than in court, except that either party may bring an individual claim in small-claims court, and either party may seek injunctive relief in court to prevent actual or threatened infringement, misappropriation, or violation of intellectual property rights.

Class action waiver. You and Neat Xpress agree that any arbitration or claim will be conducted only on an individual basis, and not as a class, consolidated, or representative action. If this class action waiver is found unenforceable as to a particular claim, that claim (and only that claim) will proceed in court rather than in arbitration, and the rest of this section will still apply to all other claims.

Opt-out. You may opt out of this arbitration agreement within 30 days of first agreeing to these Terms by sending written notice to support@neatxpress.comwith your name, account email, and a clear statement that you're opting out of arbitration.

17. Governing law

These Terms are governed by the laws of the State of California, without regard to its conflict-of-law principles, except that the Federal Arbitration Act governs Section 16.

18. Changes to these terms

We may update these Terms from time to time. If we make a material change, we'll provide notice, for example by posting the updated Terms with a new effective date, or by emailing the address on your account. Continuing to use the Service after a change takes effect means you accept the updated Terms. If you don't agree to the changes, stop using the Service.

19. Miscellaneous

If any provision of these Terms is found unenforceable, the rest of these Terms remain in effect, and the unenforceable provision will be limited to the minimum extent necessary. These Terms, together with our Privacy Policy, are the entire agreement between you and Neat Xpress regarding the Service, and supersede any prior agreements on that subject. You may not assign these Terms or your account without our consent; we may assign these Terms in connection with a merger, acquisition, or sale of assets. Our failure to enforce a provision isn't a waiver of our right to do so later. These Terms are only between you and Neat Xpress; no other person or company can enforce them, even if they benefit from your use of the Service.

Electronic communications.You consent to receive notices, disclosures, and agreements from us electronically, including by email or by posting on the Service. An electronic acceptance (for example, checking a box or clicking "I agree") is as legally valid and enforceable as a handwritten signature.

20. SMS communications (the Neat Xpress SMS Program)

Program description. The Neat Xpress SMS Program lets you text our published business phone number, (510) 617-7777, to ask about cleaning pricing, availability, or a commercial cleaning inquiry, and receive a reply from our AI assistant or a team member. It also covers the one-time verification code sent during cleaner signup.

How you opt in.There is exactly one way to join this program: you initiate contact yourself by sending the first text to (510) 617-7777 (the number listed on our website and in our marketing for this purpose). By texting us first, you consent to receive a reply about your inquiry. We never enroll anyone in this program without them having texted us first, and we do not purchase, rent, or otherwise acquire phone numbers from any third-party list to add to it. Receiving a one-time verification code during cleaner signup, after you've entered your own phone number into our signup form, works the same way — you opt in by providing your number for that specific purpose.

Message frequency.Frequency varies and depends entirely on your own conversation with us — there is no recurring subscription, drip campaign, or scheduled sending. Message and data rates may apply.

No marketing, and no third-party sharing.We do not use this program to send marketing or promotional messages. Your mobile phone number and your consent to receive texts from us are never shared with any third party or affiliate for marketing or promotional purposes — see our Privacy Policy for how we use and share data generally.

Opt-out and help. Reply STOP at any time to stop receiving texts from us, or HELP for help. You can also reach us at support@neatxpress.com. Texting is never required to use the Service.

Carriers are not responsible for delayed or undelivered messages.

21. Contact

Questions about these Terms? Contact us at support@neatxpress.com.