Terms of Service

Cleaning Service Agreement:

Please refer to the Cleaning Service Agreement for detailed information regarding the day, time, and frequency of the cleaning service you have requested. Also, please check for any important notes or changes that are specific to your home and payment details. If you have any questions or require additional information about our Agreements, please do not hesitate to contact us via email at info@mydiamondmaids.com.

Terms of Cancellation Rescheduling Policy:

Homeowners (hereafter known as clients) 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 after your scheduled appointment. The client does not have to be home, but they must provide your cleaner with proper directions for entering and exiting their home. Please input these instructions when booking your appointment. Under any circumstances, if we contact the client without access to the home or keys left for the service, there will be a $90 PENALTY FEE.

Booking Policy:

When booking a service with us, we would appreciate your letting us know in advance to ensure everything is cleaned perfectly. If you need a service at the last minute, the latest homeowners may book our service is at 3:00 pm for the next day. If a client books later than 3:00 pm, they will be scheduled for the following day. 

For example: 3:00 pm will be booked for Tuesday if you book us on Monday. But, if you book us on Monday, 3:01 pm will be reserved 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 thoroughly. 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 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. You will be given the revised Agreement, and your continued use of our service implies an Agreement with these terms. Diamond Maids agrees to provide you with cleaning services as requested. The charge is for the work hours reserved for you for this job and not for any specific outcome. If our cleaning team members complete the job in less than the maximum reserved time, which might sometimes be 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 on the size of each home and depending on any additional services. By using our service, you agree to this Agreement’s terms and 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 get in touch with 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 during 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 uniforms to identify themselves. Our cleaners usually work in teams of two or more, depending on the job size. A team leader is assigned to your home. We try to keep the same team leader assigned to your home but cannot guarantee it.

Team Conduct:

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 Supervision:

New cleaning members are assigned to trainers who supervise them on their first few cleanings. After a formal review with the trainer, the cleaner is assigned to a team or allowed to work independently.

Preparing for your Cleaning:

Before the cleaning team’s arrival, please remove all items that might delay our cleaning service. For instance, our maids will not clean desks with a large amount of paperwork. We would appreciate items picked up from the floor, dressers, and counters organized before our arrival. Also, please secure cash, jewelry, and other small variables; we are not responsible for any variable items. We also ask if you could set your air conditioner at an appropriate temperature in the summer months.

If, for some reason, you do not want a particular room cleaned, please leave a note and close the door of that specific room. For safety reasons, we ask that you supervise your children while our team and equipment are in your home; however, we prefer that no one is in the house while our cleaners are present.

Security Alarms:

If your home has a security system, please ensure it is in the “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.

Keys:

Please ensure your home is accessible to us. We require a key to your home or need you to be present at a scheduled time. Also, please provide where you would like us to leave the key after we complete our service.

Security / Entry:

Our policy is to lock the door while cleaning and not allow access to unknown people. For safety reasons, please do not rely on our cleaning teams to let in workers when we are in your home. Also, our cleaners cannot pick up deliveries/mail under our policy.

What We WON’T Do:

Clients may specifically request us to dust/clean the inside of a hutch/china cabinet, dust any computer equipment, or wash dishes. In that case, the client agrees not to hold Diamond Maids or any employees responsible for any article or component damage. 

Diamond Maids is not responsible for damage due to faulty or improper installation of any item. For safety reasons, our cleaning teams are prohibited from using ladders and must always wear shoes in your home. We have instructed our staff to leave certain items untouched, e.g., body fluids, excretions, and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up.

We advise our teams to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from thoroughly cleaning your home. If we encounter roaches or fleas, we will not clean and will call you ASAP regarding the issue; 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 above the height of a step stool, work outside your home, move furniture, or 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 moved these appliances yourself, we would be happy to clean behind them. We do not provide any pet or child-related services.

Pets:

If you have pets, they must be secured at all times. We instruct our teams 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 absent. If you have any pet(s) that shed hair/fur in your home, you would still be liable to pay the extra charge for the agreed-upon pet hair/fur clean-up.

Accidents/Damage:

Because of the nature of our business, our staff must touch virtually everything in your home. We are as careful as possible; however, if something gets damaged while cleaning your house, our staff is instructed to call our office immediately and leave a note advising you of the incident. The office will also follow 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 arriving on the premises, which includes unloading our supplies and equipment, to finishing cleaning, including loading supplies back into our transport.

Weather:

In severe weather, we may find it unsafe to travel and carry equipment and supplies to your home; therefore, we will cancel your cleaning service that day. Diamond Maids will not be held liable. If and when this occurs, we will reschedule in writing email.

Sickness:

If you or someone in your home is sick(contagious), please contact our office so we can reschedule your cleaning.

Gratuity:

Although a gratuity is not expected or required, the team members 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 your Cleaning Cost:

All our rates are available on our website, www.cleaning-brooklyn.com. Diamond Maids must conduct a walk-through before we can give you a free written quote for any custom services such as office cleaning, post-construction cleaning, party-up cleaning, and home organization.

Contact Us:

Email: info@mydiamondmaids.com; or call 347-449-4470. If there is an emergency, please leave a voice mail. Email is our preferred method. Any requests, changes, or questions must go through the main office.

Providing Feedback:

Since cleaning is a personalized service, we always ask for cleaning feedback. Please email and let us know if you have any concerns or positive comments – good or bad. This feedback is essential to serve you better, correct any problems, and pass on these comments to our cleaners.

Equipment and Supplies:

We provide cleaning supplies and equipment, including vacuums, mops, and cleaning supplies. If a client requires special or hypoallergenic products, you must notify the office before your cleaning schedule; the client may provide the product. If you wish to supply specific products for our employees, you agree to take responsibility for the outcome.