Terms & Conditions

Last updated: 19 October 2026

These terms explain how you can use neatlystore.com, how we sell our physical and digital products, and how we deliver our organizing, design, house management and training services. Please read them before you place an order or book a service. By doing either, you agree to these terms.

1. Who we are

Neatly is the brand name of two UAE companies. Which one you contract with depends on what you buy:

Products sold online

Neatly LLC, a limited liability company registered in the Sharjah Media City (Shams) Free Zone, licence no. 2116827.01, registered address Sharjah Media City, Sharjah, UAE. Neatly LLC sells our physical products and digital products through neatlystore.com.

Services

Neatly Decoration Design & Fit Out L.L.C, a limited liability company licensed by the Department of Economy and Tourism, Dubai, licence no. 1224582. It provides our consultations, interior organizing, functional design, decoration and fit-out, moving and relocation support, house management, staff training and workshops.

In these terms, “Neatly”, “we”, “us” and “our” means the company that sells you the product or provides you with the service. Your order confirmation, proposal or invoice shows which company that is. “You” means the person buying from us or using our website.

Office: Office 203, Eiffel Accommodation 3, Al Quoz, Dubai, United Arab Emirates.
Email: admin@neatlystore.com · Phone: +971 58 507 3035

2. Using our website

• You must be at least 18 years old, or have the permission of a parent or guardian, to place an order or book a service.
• Please give us accurate, complete details. You are responsible for keeping your account login private and for everything done through your account.
• You may not use our website for anything unlawful, to send spam, to copy our content for commercial use, to interfere with how the site works, or to submit false orders or bookings.
• We try to keep the website accurate and available, but we cannot promise it will always be error-free or uninterrupted. Product photos are as accurate as possible, but colours can vary between screens, and natural materials (such as rattan, seagrass, wood and paper rope) vary from piece to piece.
• Articles in our Journal, guides and newsletters are general inspiration and advice. They are not a substitute for professional advice about your specific home, and you use them at your own discretion.

3. Prices and payment

• Prices are in UAE Dirhams (AED). Neatly LLC is not currently registered for VAT, so no VAT is charged on products bought through our website. If this changes, we will update these terms and show VAT clearly at checkout. Service prices in proposals state clearly whether VAT is included or added.
• Payment for online orders is taken at checkout using the methods shown there. Card payments are processed securely by our payment providers; we never see or store your full card details.
• If a product or service is listed at an incorrect price because of an obvious error, we may cancel the order and refund you in full, or offer it to you at the correct price.
• We may refuse or cancel an order if a product is unavailable, if we cannot verify a payment, or if we reasonably suspect fraud. If this happens after you have paid, we refund you in full.
• Discount codes and promotions apply only as described, cannot be combined unless stated, and cannot be exchanged for cash.

4. Physical products

Orders

When you place an order, you will receive an email confirming that we have received it. A contract is formed when we dispatch your order.

Delivery

• We deliver within the UAE and to selected GCC countries. Delivery times and fees are shown on our Shipping page and at checkout. Delivery times are estimates.
• For deliveries outside the UAE, any customs duties, taxes or clearance fees are paid by the recipient.
• Please check your order when it arrives. The products become your responsibility once delivered, and they belong to you once we have received full payment.

Cancelling an order

You can cancel an order within 24 hours by emailing admin@neatlystore.com. If it has not yet been dispatched, we refund you in full. If it has already been dispatched, our returns terms below apply.

Returns and refunds

• You can request a return within 14 days of delivery. Products must be unused, in their original packaging, with all tags and your invoice. Returns are authorized at our discretion.
• For a refund, a return shipping fee is deducted. For an exchange, we issue store credit and you are not charged return shipping.
• Products bought on sale or in a promotion, giveaway items, items bought at an event, and items that have been opened or used cannot be returned, unless they are faulty.
• If your order arrives damaged, faulty or incorrect, tell us within 48 hours of delivery with photos. We will replace the item or refund you in full, including delivery.
• Approved refunds are made to your original payment method, usually within 14 days of us receiving the return. Your bank may take longer to show the refund.

Full details are on our Return Policy page.

Using our products

Please follow any care and use instructions. Our organizing products are designed for household storage. They are not designed to be load-bearing, child-proof or food-safe unless the product description says so.

5. Digital products

Our digital products include printable workbooks, labels, planners, templates and guides (for example, The Pantry Edit).

• Delivery: you receive a download link by email and on your order confirmation page as soon as payment is confirmed. Please download your files promptly and keep a copy. Download links may expire.
• Your licence: when you buy a digital product, we grant you a personal, non-exclusive, non-transferable licence to use it for your own household. You may print it as many times as you need for your own home.
• What you may not do: you may not share, forward, resell, sublicense, upload or publish the files, use them in a business or for clients, or use them to create products for sale. This applies whether the files are edited or not. Organizers, designers and businesses who want to use our materials with clients must contact us for a commercial licence.
• Refunds: because digital products are delivered instantly and cannot be returned, all sales are final once the download link has been delivered. If a file is faulty or will not open, contact us within 14 days and we will send a working file. If we cannot fix it, we will refund you.
• Printing: print results depend on your printer, settings, paper and label stock. Please check the printing instructions in your file and do a test print first. We are not responsible for printing costs or materials.

6. Our services

These terms apply to all our services. Your proposal or quotation sets out the specific scope, team, timing and price for your project, and forms part of our agreement with you. If your proposal and these terms differ, the proposal applies. Decoration, joinery and fit-out projects are also governed by the separate written contract we sign with you.

6.1 Consultation

• Projects start with a paid consultation: a visit of about 1 hour, where a project manager assesses your space and discusses what you need. We then prepare a detailed proposal for your project.
• The consultation fee is AED 395 + VAT, payable in advance to confirm the appointment. It is a separate fee and is not deducted from the project price.
• Proposals are valid for 30 days from the date we send them, unless the proposal says otherwise. After that, pricing and availability may change.

6.2 Booking and payment

• Your booking is confirmed once you accept the proposal and pay a deposit of 50% of the estimated project price.
• Services are charged per team member per hour, at the rates in your proposal, with a minimum booking of 4 hours per session. Hours in a proposal are an estimate. If your project needs more time, we will discuss this with you before going over the agreed hours, and the extra time is charged at the same rates.
• The balance is due on completion of the project, and before the final handover where applicable.
• Products we source and buy for your project are paid for in advance, separately from our service fees, together with any product procurement fee in your proposal.
• If a payment is overdue, we may pause the work until it is paid.

6.3 House management plans

House management is a monthly plan with a one-time set-up, for a minimum term of three months, as described in your plan agreement. For house management, the payment terms in this section apply instead of the deposit and hourly terms in section 6.2.

• The set-up fee is paid before the set-up starts. Monthly fees are paid in advance.
• Your plan sets out the number and type of visits included each month. Unused visits do not carry over to the next month, unless we agree in writing.
• Plans cannot be cancelled before the end of the minimum term, unless your plan agreement says otherwise. After the minimum term, the notice period in your plan agreement applies.
• Where we coordinate outside suppliers for you, such as AC servicing, pest control or handyman work, each supplier is responsible for its own work, prices and warranties. We arrange and check the work, but we do not carry it out ourselves, unless we agree otherwise in writing.

6.4 Rescheduling and cancellation

• You can reschedule or cancel a booked session or consultation free of charge with at least 48 hours’ notice.
• With less than 48 hours’ notice, we charge 50% of the booked session (or 50% of the consultation fee), because our team has been reserved for you.
• If our team arrives and cannot access the property, or cannot start work for reasons within your control, this counts as a late cancellation.
• If you cancel a confirmed project, we refund your deposit minus any costs already incurred. These include consultation and design work completed, product sourcing time, products already ordered for you, and sessions delivered or cancelled late.
• If we need to reschedule, we will give you as much notice as possible and offer a new date. If we cancel and cannot offer a suitable date, we refund any amount paid for the work not delivered.

6.5 Travel

Travel within Dubai is included in our prices. For projects in other emirates (such as Abu Dhabi, Sharjah, Ajman or Ras Al Khaimah), a travel fee applies, which is shown in your proposal.

6.6 Your responsibilities

• Give our team safe access to the property at the agreed times, including parking or building access permissions where needed.
• Tell us in advance about anything fragile, valuable, sentimental, hazardous or sensitive in the spaces we work in.
• Remove or secure cash, jewellery, watches, important documents and other high-value items before we start, or hand them to us in a way we both agree on.
• Make the decisions about your belongings, or nominate someone who can. Let us know about pets, allergies or anything else that affects how we work.
• For staff training, handover and house management visits, make the relevant household staff available at the agreed times.

6.7 Your belongings

We never throw away, donate or remove any item without your approval. Items you approve for donation, recycling or disposal are handled on your instruction, and once you have approved this, we are not responsible for those items. We may help arrange donations, but we cannot guarantee that a particular charity will accept particular items.

6.8 Care, damage and results

• Our team works with reasonable care and skill. Please report any damage you believe we caused within 48 hours of the session, with photos.
• Where we are responsible for damage, we will repair or replace the item, or compensate you for its reasonable value. Our total liability for a session is limited to the fees you paid for that session, except where the law does not allow us to limit it.
• We are not responsible for pre-existing damage or wear, for items that fail because of their age or condition when handled normally, or for loss of valuables that were not removed or declared as described above.
• An organized space depends on how it is used and maintained after we leave. Our Space Manual and staff training are designed to help, but we cannot guarantee how a space will be kept after handover.

6.9 Design, decoration and fit-out

For functional design, joinery and fit-out work, the design concept, drawings, materials, timeline and payment schedule are set out in your proposal and written contract. You are responsible for obtaining any building, community or landlord approvals, unless we agree in writing to handle them. Where we use specialist suppliers or contractors, the timelines and warranties they provide apply to their work and materials.

7. Workshops, masterclasses and staff training

• Workshop and masterclass bookings are confirmed once paid. They are non-refundable, but you can transfer your place to another person, or to a future date where one is available, with at least 48 hours’ notice.
• If we cancel or postpone a workshop, you can choose a new date or a full refund.
• Staff training sessions follow the booking, payment and cancellation terms in section 6. The results of training depend on each participant applying what they have learned.
• Training materials and handouts are for your household’s or organization’s internal use only.

8. Photos of your home

We take photos and videos during projects to plan the work, record progress and show the results. We may use before and after images of the spaces we organize or design in our portfolio, website, Journal, newsletter and social media.

• We never show faces, family members, children, household staff, personal documents or anything that identifies your address, unless you agree.
• We do not use your full name. We only use your first name, or say who the project was for, with your permission.
• If you do not want your home to appear in our marketing, tell us in writing before the project starts, or at any time afterwards, and we will stop using the images in new marketing.

9. Intellectual property and use of our images

Everything on this website and in our materials belongs to Neatly or our licensors. This includes our photos and videos, text, designs, label designs, printables, Space Manuals, training content, logos and the Neatly name. Our work is protected by UAE Federal Decree-Law No. 38 of 2021 on Copyright and Neighbouring Rights and by international copyright treaties.

What you may do

• Share our posts using the built-in share or repost features of a social media platform, with Neatly credited.
• Link to pages on our website.
• Use materials we created for your project in your own home.

What you may not do without our written permission

• Download, copy, screenshot, crop, edit or republish our photos or videos.
• Use our images in your own portfolio, website, social media, advertising, property listings or proposals, or present our work as your own.
• Remove or hide our watermark, logo or credit.
• Copy our written content, designs, labels or printables, or use any of our content to train or prompt AI tools.

If our work is used without permission

• We will ask for the content to be removed immediately, and we may report it to the platform, website host or marketplace where it appears.
• For any commercial use of our images without a licence, we charge a licence fee of AED 10,000 per image, for each place it is used, together with our reasonable costs of tracing the use and enforcing our rights.
• This does not affect our right to take legal action, to claim full compensation for our losses, or to report the infringement to the authorities. Under UAE law, copyright infringement can also lead to fines and other penalties.

To ask about licensing our images or materials, email admin@neatlystore.com.

10. Our liability

• Nothing in these terms limits any rights you have under UAE consumer protection law that cannot be excluded, or our liability for death or personal injury caused by our negligence, or for fraud.
• Subject to that, we are not liable for indirect or consequential losses, such as loss of income, business or opportunity. Our total liability to you for any product or service is limited to the amount you paid for that product or service.
• We are not responsible for delays or failures caused by events outside our reasonable control, such as extreme weather, government restrictions, supplier or courier failures, or utility outages. If this happens, we will let you know and do our best to minimize the impact.

11. General terms

• Your privacy: how we use your personal data is explained in our Privacy Policy.
• Marketing emails: we only send newsletters and offers if you have subscribed or agreed. You can unsubscribe at any time using the link in every email.
• Reviews and content you share: if you send us reviews, photos or messages for publication, you confirm they are your own and accurate, and you allow us to use them in our marketing.
• Changes to these terms: we may update these terms from time to time. The version on this page when you place your order or accept your proposal applies to that order or booking.
• Severability: if any part of these terms is found to be invalid, the rest remains in force.
• Governing law: these terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute will be subject to the jurisdiction of the courts of Dubai, without affecting any right you have to bring a claim in another UAE emirate under consumer protection law.
• Language: these terms are written in English. If they are translated and there is a difference, the English version applies, to the extent permitted by law.

12. Contact us

If you have a question about these terms, an order or a booking, we are happy to help.

Email: admin@neatlystore.com
Phone: +971 58 507 3035
Office 203, Eiffel Accommodation 3, Al Quoz, Dubai, United Arab Emirates