Terms of Service

Last updated: 15 July 2026 · v1.0.0

These Terms of Service (the "Terms") govern your use of the Neatly platform at neatly.uk and any associated subdomains (the "Platform"), operated by NEATLY LTD ("Neatly", "we", "us"). By creating an account or using the Platform you agree to these Terms together with our Privacy Notice, Cookie Policy and Acceptable Use Policy.

1. About Neatly

Neatly is a platform that connects clients with vetted, DBS-checked decluttering professionals ("declutterers"), with a focus on supporting neurodivergent individuals. The Platform supports several user types — clients, declutterers, trainers, managers and franchise owners — and provides booking, payment, communication, training and administration tools. Feature availability depends on your role.

Neatly facilitates bookings between clients and declutterers and provides the surrounding tools and support. Declutterers deliver the hands-on service.

2. Company Details

NEATLY LTD 36 Paganhill Estate Stroud Gloucestershire GL5 4AU United Kingdom

Company number: 11811216 (registered in England and Wales).

3. Eligibility and Accounts

  • You must be at least 18 years old to create an account.
  • You must provide accurate registration information and keep it up to date.
  • You are responsible for keeping your password secure and for all activity under your account.
  • Notify us immediately at security@neatly.uk if you suspect unauthorised access.

4. Bookings, Payments and Cancellations

  • Bookings are subject to declutterer availability.
  • Prices are shown before you confirm a booking. Payments are processed securely by our payment provider (Stripe); Neatly never stores your card details.
  • Cancellation, rescheduling and refund terms are those shown at the time of booking. Please cancel as early as possible so we can offer the slot to others.
  • Declutterers are paid for completed work in line with their agreement with Neatly.

5. Declutterers, Trainers and Staff

  • Declutterers must complete our onboarding, training and a valid DBS check before delivering services, and must keep their information current.
  • Declutterers agree to deliver services professionally, safely, lawfully and with respect for each client's needs and privacy.
  • Neatly may suspend or remove any declutterer who breaches these Terms, our Acceptable Use Policy, or safeguarding requirements.

6. Your Content and Conduct

You retain ownership of content you upload (such as photos, notes and messages) and grant Neatly a licence to host and process it to provide the service. Your use of the Platform is also governed by our Acceptable Use Policy.

7. Intellectual Property

Neatly owns the Platform software, design, brand and content (excluding your own content). We grant you a non-exclusive, non-transferable licence to use the Platform for its intended purpose while your account is active.

8. Service Availability

We aim for high availability but provide the Platform "as available". We may add, change or remove features and will give reasonable notice of material changes.

9. Suspension and Termination

  • You may close your account at any time from Dashboard → Privacy & Data. Closing your account does not delete records we must keep by law (see the Privacy Notice).
  • We may suspend or terminate access for material breach of these Terms or the Acceptable Use Policy, or where required by law.

10. Liability

To the maximum extent permitted by law:

  • Neatly is not liable for indirect, incidental or consequential losses, or loss of profit, business or data.
  • Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be limited by law.
  • Nothing in these Terms affects your statutory rights as a consumer.

11. Data Protection

We process personal data in accordance with our Privacy Notice and comply with the UK GDPR and the Data Protection Act 2018.

12. Changes to These Terms

We may revise these Terms by publishing a new version. When we make material changes, logged-in users will be asked to accept the updated version before continuing to use the Platform.

13. Governing Law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

14. Contact

General: hello@neatly.uk Legal: legal@neatly.uk Data protection: DPO@neatly.world