Polices and
Procedures
Customer Guidance
These terms of service are designed to help our clients understand the service that they are
purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential
problems that we strive to avoid if at all possible. With your help, these issues can be averted to
ensure a successful service to you in your home.
1 - Cleaning day home preparation
Your price for cleaning is based on the cleaning technicians focusing all of their time and
energy on cleaning, not routine housekeeping. We ask that you take a few minutes of your
time to pick up or tidy up the house.
This will allow the cleaning technicians easy access to the areas to be cleaned: floors, countertops, table tops, etc and removing dirty dishes from kitchen sinks. If you’d like our cleaning technicians to do these tasks for you, please call us (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
This will allow the cleaning technicians easy access to the areas to be cleaned: floors, countertops, table tops, etc and removing dirty dishes from kitchen sinks. If you’d like our cleaning technicians to do these tasks for you, please call us (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
2 - Accessing your home
If you are not at home to allow access on the day of the service, you can provide the access
code to the door/garage or a copy of the key. We are not responsible for any costs or expenses
arising from malfunctioning doors, safes, locks or keys. A fee will be applied if the cleaning
team cannot access the house or if you dismiss them without letting the office know at least
48hrs prior.
Please ensure it is turned off on the day of your scheduled clean. We will reset the alarm when we leave. If the alarm makes it impossible for us to work, we are obliged to leave the house by law, and the client will be charged the full amount of the cleaning without the possibility of rescheduling.
We undertake to keep keys and confidential information safe.
Please ensure it is turned off on the day of your scheduled clean. We will reset the alarm when we leave. If the alarm makes it impossible for us to work, we are obliged to leave the house by law, and the client will be charged the full amount of the cleaning without the possibility of rescheduling.
We undertake to keep keys and confidential information safe.
3 - Cleaning time
We reinforce that we charge per job, not per hour. Our technicians are trained and have skills
to clean in a shorter period of time. It does not mean it costs less. Also, if you decide to give our
team less work than agreed in the initial estimate, we will still charge the full amount unless
discussed in advance.
4 - Dishes
We ask you to leave the sink and counter empty prior to the cleaning. Any dishes left in the
sink will be placed into the dishwasher, so we kindly suggest that the dishwasher be empty
before your scheduled cleaning, this way we don’t mix up dirty dishes with any clean ones that
might be in the dishwasher.
However, if you have a sink full of dishes that require hand washing, this will be considered an extra service and may incur an additional fee. We will provide you with a quote for any additional services required before starting the cleaning process.
However, if you have a sink full of dishes that require hand washing, this will be considered an extra service and may incur an additional fee. We will provide you with a quote for any additional services required before starting the cleaning process.
5 - Our team
We normally work in crews consisting of two or three professionally trained cleaning
technicians that will arrive in company uniform.
Every crew includes a team leader that supervises every task and ensures consistent quality workmanship at each job. It is our policy that our crews do not smoke or eat in your home or surrounding property.
Every crew includes a team leader that supervises every task and ensures consistent quality workmanship at each job. It is our policy that our crews do not smoke or eat in your home or surrounding property.
6 - Pets
If you have pets, please secure and pick up after them. For sanitary and safety reasons our teams are not permitted to clean flea infested homes or pick up animal excrement. We will also not clean if a team feels they are in danger from a dog or other animals.
7 - Payment for services
To perform the first/deep cleaning, we may request up to $100 off the full amount of the
service, this amount will be credited to your first/deep cleaning, if you cancel your
appointment the $100 down payment isn’t refundable.
7.1 Payment options:
Square
Case
Zelle
The payment must be made in the same day of cleaning. A late fee will be applied after 7 days, a late fee will be applied.
Note:
If the result doesn’t satisfy you, you must call us 24 hours after the service is done. We will have 24 hours to go back and redo what wasn’t properly done. Remember that you will need to give us access to your house in those 24hr.
If it takes longer than this, we will discuss and find a fair way to make sure you as a client it’s fully happy and satisfied.
7.2 Tipping Policy:
Our dedicated cleaning technicians are committed to delivering exceptional service to
ensure your satisfaction. Although tipping is not mandatory, it is always appreciated by our
hardworking staff.
You can leave as much as you feel comfortable with. You can add a tip to
your payment, but please make sure to let us know. We guarantee that all tips are transferred in full to the
cleaning technicians.
If you choose to leave a cash tip, please ensure it is clearly marked as
such, like an envelope highlighted “tip”. Please note that we are unable to accept a check tip
and we can not accept money that is not marked as a tip.
We prefer the tip to be made in cash, so if you make it, please follow the recommendations.
8 - Valuables
Although we take the upmost care and attention with your belongings, we cannot be
responsible for any damages on valuables, jewelry, cash, artwork, items of extreme or
sentimental value, etc. that are not stored in a safe place, especially small items that could
get lost during the cleaning process without being noticed.
We recommend storing them in a safe place and we appreciate your cooperation in helping us ensure the safety and security of your valuables.
We recommend storing them in a safe place and we appreciate your cooperation in helping us ensure the safety and security of your valuables.
9 - Renovation / Construction environment
The client must notify DIAMOND CLEAN SERVICES in Nola of any house renovations in
progress before the day of the cleaning. Any environment under construction/renovation is
subject to additional charges.
10 - Fee for reschedule, cancellation, reduction service request or lock-out
We are happy to work with our costumers to reschedule, reduce the service request, and
cancel services throughout the year to work around your schedule. However, if you cancel or
reschedule your appointment after the 48hr-business hour notice, you will be charged up to
30% of the full amount of the service; 24hr-business hours notice you will be charged up to
75% amount of the cleaning.
ALL CANCELLATION/RESCHEDULE MUST BE IN TEXT MESSAGE OR CALL.
We all understand that unusual events happens; which is why we request a text or call to understand all the circumstances that may have happened and later proceed to decide the best option for the client but also for the company.
Rescheduling your cleaning can result in the cost of your service being less than, more than or the same as your last cleaning or recurring schedule cancelled altogether.
EXEMPLE 1: Bi-weekly costumer “skips” a cleaning, creates a four-week interval between visits. The fee can be up to 35% higher than the biweekly rate.
EXEMPLE 2: Bi-weekly costumer “skips” a cleaning, creating a three-weeks interval between visits and that rate will be up to 20% higher than the bi-weekly rate then resume back to the regular rate once the bi-weekly condense is resumed.
EXEMPLE 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5 week interval, we will add a fee up to 25% of the Monthly rate; If a customer skips two weeks creating a 6 weeks interval, the rates is the Monthly rate + up to 50% of the monthly rate; If longer then 6 weeks, the one time rate will applies.
EXEMPLE 4: A recurring customer cancels 2 or more cleanings in a row. Our business may cancel their recurring cleaning schedule and request they call when they are ready to resume.
ALL CANCELLATION/RESCHEDULE MUST BE IN TEXT MESSAGE OR CALL.
We all understand that unusual events happens; which is why we request a text or call to understand all the circumstances that may have happened and later proceed to decide the best option for the client but also for the company.
Rescheduling your cleaning can result in the cost of your service being less than, more than or the same as your last cleaning or recurring schedule cancelled altogether.
EXEMPLE 1: Bi-weekly costumer “skips” a cleaning, creates a four-week interval between visits. The fee can be up to 35% higher than the biweekly rate.
EXEMPLE 2: Bi-weekly costumer “skips” a cleaning, creating a three-weeks interval between visits and that rate will be up to 20% higher than the bi-weekly rate then resume back to the regular rate once the bi-weekly condense is resumed.
EXEMPLE 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5 week interval, we will add a fee up to 25% of the Monthly rate; If a customer skips two weeks creating a 6 weeks interval, the rates is the Monthly rate + up to 50% of the monthly rate; If longer then 6 weeks, the one time rate will applies.
EXEMPLE 4: A recurring customer cancels 2 or more cleanings in a row. Our business may cancel their recurring cleaning schedule and request they call when they are ready to resume.
11 - Non-solicitation of employees
At DIAMOND CLEAN SERVICES in Nola we invest significant time and resources in finding,
screening, hiring and training our employees in order to offer the best service to our clients.
We pride ourselves on our low employee turnover and therefore do not allow our employees
to engage in a working relationship directly with any client for 24 months after their
employment ends. We kindly request that our clients do not directly solicit the employment
of our employees.
If any client chooses to directly or indirectly hire a cleaning technician employed by DIAMOND CLEAN SERVICES in Nola, they are in violation of our policy and will be charged a fee of US$5,000. Thank you for helping us maintain our success by respecting our non-solicitation policy.
If any client chooses to directly or indirectly hire a cleaning technician employed by DIAMOND CLEAN SERVICES in Nola, they are in violation of our policy and will be charged a fee of US$5,000. Thank you for helping us maintain our success by respecting our non-solicitation policy.
12 - Special request
All requests for special or additional services must be made in advance directly to the office
(508)215-7337. NOT to the cleaning technicians. They are not allowed to accept any extra
work during the cleaning without a prior communication with our office.
13 - Damages & breakage
Every effort is made to be as careful as possible with your items, however accidents can
happen. If we cause damage or malfunction to an item, we will inform you immediately and
find a fair solution for its repair or replacement. If you notice anything broken or damaged
that we may have missed, please report it to us within 24 hours. Please note that DIAMOND
CLEAN SERVICES in Nola cannot accept responsibility for items that have been broken or
damaged due to unstable bases or incorrect fixing or attachment to the wall.
Please be advised that we limit our liability for damages to the cost of your cleaning service and we won’t be responsible for damage or loss of items that are not properly fixed or have been damaged prior to our cleaning (e.g. heavy pictures hung on tacks, any kind of floating shelf, mirrors, etc.). Collectables or items of high value (monetary or sentimental) should be stored or dusted and cleaned by the owner. All surfaces (e.g. marble, granite, wooden floors, etc.) must be properly sealed and ready to be cleaned without causing damage when using common cleaning products.
Blinds must be wide, made of wood or faux wood for manual cleaning, while aluminum and/or plastic blinds require a professional and specific cleaning service. We cannot be held responsible for blinds broken as a result of our cleaning. We will dust your blinds as part of our cleaning at no extra cost.
Please be advised that we limit our liability for damages to the cost of your cleaning service and we won’t be responsible for damage or loss of items that are not properly fixed or have been damaged prior to our cleaning (e.g. heavy pictures hung on tacks, any kind of floating shelf, mirrors, etc.). Collectables or items of high value (monetary or sentimental) should be stored or dusted and cleaned by the owner. All surfaces (e.g. marble, granite, wooden floors, etc.) must be properly sealed and ready to be cleaned without causing damage when using common cleaning products.
Blinds must be wide, made of wood or faux wood for manual cleaning, while aluminum and/or plastic blinds require a professional and specific cleaning service. We cannot be held responsible for blinds broken as a result of our cleaning. We will dust your blinds as part of our cleaning at no extra cost.
14 - Guarantee and refunds
At DIAMOND CLEAN SERVICES in Nola, we always strive to provide meticulous, high-quality cleaning services. However, if by any chance you are not satisfied with something,
please notify us within 24 hours of the cleaning date by text our office. We will return to
your home at the earliest opportunity to redo the specific area the service was not
satisfactory.
However, please note that we cannot guarantee to touch up items or areas that have been damaged, improperly treated or stained in the past. Although we do not offer refunds, we will work closely with you until you are completely satisfied with the services you have received. Our aim is to ensure that you are satisfied with our services and that your home is left sparkling clean.
Note: You will always be charged for the cleaning. If the result doesn’t satisfy you, you must call us 24 hours after the service at least. You will also only have 24 hours to have the cleaner come to your home again, please note that your home must be available for this. If it takes longer than this, it will be charged as another cleaning.
However, please note that we cannot guarantee to touch up items or areas that have been damaged, improperly treated or stained in the past. Although we do not offer refunds, we will work closely with you until you are completely satisfied with the services you have received. Our aim is to ensure that you are satisfied with our services and that your home is left sparkling clean.
Note: You will always be charged for the cleaning. If the result doesn’t satisfy you, you must call us 24 hours after the service at least. You will also only have 24 hours to have the cleaner come to your home again, please note that your home must be available for this. If it takes longer than this, it will be charged as another cleaning.
15 - Annual rise
Because of cost of doing business the price will rise annually, we reserve the option to adjust
our cleaning fees on an annual basis. We give as much notice as possible whenever this
happens. Please understand, we take very seriously about how any increases affect our
customers and do so only when there is no other option.
16 - Cancellation of recurring services
At DIAMOND CLEAN SERVICES in Nola we understand that circumstances can change and
you may need to stop your recurring cleaning services. We do not require a contract, so you
can cancel your recurring services at any time.
We just ask that you do so at least 30 days
prior the date of your next cleaning session. This will give us time to make the necessary
adjustments. We appreciate your understanding and cooperation.
16.1 Extra Cases:
In case of a need to pause the cleaning for any reason such as: renovation/ construction/ sickness/ traveling etc.
16.1.1 Regular Cleaning
If your regular weekly cleaning exceeds 10 days, a 20% charge will apply. If it goes beyond that, a 35% fee will be applied.
If your regular biweekly cleaning exceeds a week, a 20% charge will apply. If it goes beyond that, a 35% fee will be applied.
If your regular monthly cleaning exceeds a week, a 35% charge will apply. If it goes beyond that, a 50% fee will be applied.
Note:
1- A fee will be applied in those cases
2 – A recurring customer cancels 2 or more cleanings in a row. Our business may cancel their recurring cleaning schedule and request they call when they are ready to resume.
17 - Social media authorization
I AUTHORIZE the use of my house or apartment including video images, photos to be used
by PATRIOTS Cleaning Services as promotional material and also in communication pieces
that will be published within the company.
This authorization is granted free of charge, covering the use of the aforementioned image throughout the national territory, in the following ways: (I) home page; (II) electronic media (video tapes, television, cinema, among others). It is also authorized, freely and spontaneously, for the same purposes, the transfer of rights to broadcast images without receiving any type of remuneration for this purpose. As this is the expression of my will, I declare that I authorize the use described above.
This authorization is granted free of charge, covering the use of the aforementioned image throughout the national territory, in the following ways: (I) home page; (II) electronic media (video tapes, television, cinema, among others). It is also authorized, freely and spontaneously, for the same purposes, the transfer of rights to broadcast images without receiving any type of remuneration for this purpose. As this is the expression of my will, I declare that I authorize the use described above.
18 - Cleaning supplies
Our cleaning technicians bring the tools such as vacuum, mops, bucket and swifter’s poles.
All cleaning supply will be provide for the first clean, after that a list will be provide so you
have the list ready for the next cleaning scheduled date, unless discussed in advanced (a
fee to provide the product will be applied – Fee $10).
Any different product from the list provided that you want the cleaning technicians use will have to be discussed in advanced as well, to avoid any damage or any problem.
Any different product from the list provided that you want the cleaning technicians use will have to be discussed in advanced as well, to avoid any damage or any problem.
19 - Feedback
Getting custumer feedback is an important ingredient to a sucessful house cleaning service
relationship. Your feedback helps us monitor the performance of your cleaning technicians
and deliver the highest quality cleaning experience in the industry. Follow us on facebook and instagram and check out our google profile to interact with us and share your opinions about our services.
Thank you for reading our customer guidelines. We hope that you have obtained a clear understanding of
our services and policies. If you have any questions or concerns, please do not hesitate to contact us. We
appreciate your business and strive to make your experience with us a memorable one. Thank you for
trusting and considering us as your cleaning services provider.
Contact us
Your tip helps Diamond Clean Services In Nola to continue offering residential cleanings to help people with cancer!