Terms of Service
Cleaning service agreement:
Please refer to this Cleaning Service Agreements for specific information regarding the day, time and frequency of your requested cleaning service for notes (changes/ additions) specific to your home and payment details. If you require any more information or have any questions about our Agreements, please feel free to contact us by email at [email protected]
Terms of cancellation & rescheduling policy:
Homeowner (hereafter known as client) may cancel or reschedule their service without a penalty 24 HOURS before your scheduled cleaning. There will be a $90 CANCELLATION FEE if you cancel or reschedule your appointment less than 24 hours of your scheduled appointment. Client does not have to be home, but it’s their duty to provide your cleaner proper directions for entering and exiting their home. Please input these instructions when booking your appointment. Under any circumstances, if we contact the client and there will be no access into the home or keys left for the service, there will be $90 PENALTY FEE.
When booking a service with us, we would appreciate if you would let us know in advance to make sure everything is cleaned perfectly. In a case of needing a service last min, homeowners may book our service the latest at 3:00 pm for the next day. If a client books later than 3:00pm, they will be scheduled for the following day. For example: If you book us on Monday 3:00 pm will be booked for Tuesday. But, if you book us on Monday 3:01 pm will be booked for Wednesday.
Terms of services:
These terms and conditions govern the clients use of this website. By using this website, you accept these terms and conditions in full understanding. If the client disagrees with these terms and conditions or any part of these terms and conditions, you must not use this website.
Clients must be at least eighteen (18) years of age to use this website and for booking privileges. By using this website and by agreeing to these terms and conditions, you warrant and represent that you are at least 18 years of age.
All services provided are under our basic service. We reserve the right to alter or modify these terms at any time in which you will be given the revised Agreement and your continued use of our service implied agreement with these terms. Diamond Maids agrees to provide cleaning services to you as per your request. The charge is for the amount of work hours reserved for you for this job and not for any specific outcome. In the event that our cleaning team members complete the job in less time than the maximum reserved, which might be sometimes possible, the charge will remain the same and will not be adjusted (since the time block has been reserved for your time). Time frames vary upon size of each home and depending on any additional services. By using our service, you agree to the terms of this agreement and agree to pay the total due to us.
Licensed & insured:
Diamond Maids is a professional cleaning service that is fully licensed and insured (copies are available upon request).
Quality of services:
For your convenience, and quality control, we can leave you a checklist indicating the various services we provide each time we clean your home. Our management from time to time will conduct random on site inspections. If, after your inspection, you find our service unsatisfactory, please contact us within 24 hours so we can correct the issue the next day. Refunds or discounts are not offered as we will try to correct any mistakes or missed services. Requests received by our office than that period will be incorporated into your next house cleaning.
The cleaning team:
We are responsible for all payroll taxes and pay for workman’s’ compensation insurance. We provide all equipment and supplies. Our employees wear uniform to identify themselves. Our cleaners usually work in teams of two or more depending on the size of the job. A team leader is assigned to your home. We make every effort to keep the same team leader assigned to your home, but cannot guarantee it.
Our cleaners do not answer the telephone or doorbell. Their only purpose while in your home is to clean. It is our policy that our teams do not smoke or eat in your house.
Training and supervisions:
New cleaning members are assigned to trainers who supervised them on their first several cleanings. After a formal review with the trainer, the cleaner is than assigned by a team or allowed to work on their own.
Preparing for your cleaning:
Prior to the cleaning team’s arrival, please remove all items that might delay our cleaning service. Desks that have a large amount of paper work for instance will not be cleaned. We will appreciate items were picked up from the floor, dressers, and counters were organized before we arrive. Also, please secure cash, jewelry, and other small variables; we are not responsible for any variable items. We also ask, in the summer months if you could set your air conditioner at an appreciate temperature. If for some reason you do not want a particular room cleaned, please simply leave a note and close the door of that particular room. For safety reasons, we ask that your children be supervised while our team and equipment are present in your home; however, we prefer that no one is in the house while our cleaners are present.
If your home is equipped with a security system, please insure that it is “SET OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
Please ensure your home is assessable to us. We require a key to your home or require you to be present at scheduled time. Also, please provide where you would like us to leave the key after service is done.
Security / Entry:
Our policy is to lock the door while we are cleaning and do not allow assess to unknown people. For safety reason, please do not rely our cleaning teams to let in workmen during the time we are in your home. Also, under our policy our cleansers are not allowed to pick up any deliveries/mails.
What We WON’T Do:
If we are specifically requested to dust/clean inside of a hutch/china cabinet, dust any computer equipment or wash dishes, client agrees to not hold Diamond Maids or any employees responsible for damage to any article or component. Diamond Maids is not responsible for damage due to faulty and/or improper installation of any item. For safety reasons, our cleaning teams are prohibited from using ladders and are instructed to wear shoes in your home. We have instructed our staff to leave certain items untouched; e.g., body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If roaches or fleas are encountered, we will not clean and call you ASAP regarding the problem; in this case you would still be liable to pay the agreed upon cleaning fee. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call or email the office and we will arrange to avoid those items. Our team cannot climb higher than a step stool, work on outside of your home, move furniture, lift any objects over 20 pounds. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer), however if you have these appliances moved out yourself we would be more than happy to clean behind them. We do not provide any pet or children-related services.
If you have pets, they must be secured at all times. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. If you have any pet(s) that shed hair/fur in your home, you would still be liable to pay the agreed upon pet hair/fur clean-up extra charge.
Because of the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff is instructed to call our office at once and to leave a note advising you of the incident. The office will also fallow-up with a phone call or email to you to determine the best course of action.
Job start/end time:
For hourly jobs, we charge from the time we arrive on the premises, which includes unloading of our supplies and equipment, to the time we have finished cleaning, including the loading of supplies back into our transport.
In severe weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home; therefore, your cleaning service for that day will be cancelled and Diamond Maids will not be held liable in anyway. If and when this occurs, we will reschedule in writing email.
If you or someone in your home is sick(contagious) please contact our office so we can reschedule your cleaning.
Although a gratuity in not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team.
Determining the cost of your cleaning:
All our raters are available on our website www.mydiamondmaids.com. For any custom services such as; office cleaning, post-construction cleaning, party-up cleaning and home organization Diamond Maids must conduct a walk-through before we can give you a free quote in writing.
Email: [email protected]; call 347-449-4470 if there is an emergency, please indicate on voice mail. Email is the preferred method. Any requests, changes, etc. must go through the main office.
Since cleaning is a very personalized service we are always asking for cleaning feedback. Please send an email and let us know if there are ANY concerns or positive comments—good or bad. This feedback is essential to serve you better, to correct any problems and to pass on these comments to our cleaners.
Equipment and supplies:
We provide our own cleaning supplies and equipment including vacuum, mops, and cleaning supplies. If client requires the use of special or hypoallergenic products, you must notify the office before your cleaning schedule; client may provide the product. Should you choose to supply specific products for our employees to use then you agree to take responsibility for the outcome.