Terms & Conditions

Diamond Touch Cleaning Service Terms & Conditions

For a great experience here is what you need to know

How to prepare for your cleaning? For us to provide you the best clean possible, we ask that you pick up any clothing,
household items or toys. It’s best if you also declutter all surfaces before the cleaner(s) arrive. This will help you to get
the best possible result, as your cleaner(s) may not be able to fully clean a cluttered area, or know where you keep your
personal items.
How to prepare for your Move-in/out cleaning? Your home should be free of all personal items and furniture. Our
Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running
water and electricity for us to clean. We also require the home to be at a comfortable temperature.
*there will be an additional charge for homes without running water and/or electricity.
Parking: Our customers are responsible to provide free parking for our cleaners. Parking must be within a 2-minute walk
to the home. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be
canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.
Keys and Alarm Systems: Diamond Touch Cleaning Service does not accept keys. If you will not be home for your
cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the
home, provide us with a garage door code or a front door code. If your home has an alarm, please provide the office with
our own code to disarm it.
Cleaning Supplies: We provide all of the cleaning products and equipment needed to clean your home, with the
exception of a vacuum . *Vacuum use liability waiver located at the end of the Terms and Conditions agreement.
● Cleaning supplies and Equipment: Diamond Touch Cleaning Service provides all cleaning products and all
equipment required for cleaning your home. It is required that your home has running water and working
electrical outlets. We reserve the right to charge our standard cancellation fee if we are not provided with
running water and or electricity. Our cleaning technicians are not allowed to climb past the second step of a step
stool. If you would like us to use specialty products or equipment, please leave it out and let us know about your
request by either contacting the office or your cleaner. We are not responsible for ANY damage caused by
cleaning products or equipment provided by the customer. We also cannot honor the 24-hour clean guarantee if
we use the client’s cleaning products or equipment.
Employees: All of our employees go through our training program so that they can learn Diamond Touch Cleaning Service
cleaning standards. For your protection, all of our employees undergo a background check, drug screening, and reference
check prior to their training. All employees are covered under our worker’s compensation policy, liability insurance and
bond.
Arrival Window: If you would like to be present for your cleaner, please understand that we have a 1-hour window of
arrival before or after your scheduled time. For example; if you are booked at 10:00 am, your cleaning crew will arrive
between 09:00 am-11:00 am. Many things can affect our schedules, such as cancellations, lockouts, a cleaning taking
longer than expected, etc. If we are running behind or ahead of schedule, our crew will call or text you with an updated
time of arrival.

Cleaning Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention
we will either need to extend our time at an hourly rate or prioritize your cleaning.

Things our cleaners do not clean:
● Bodily fluids, blood, urine or feces. We are not trained or certified to clean these types of materials.
● Any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave.
You will be contacted immediately and our standard cancellation fee will be charged.
● Chandeliers
● washing walls
● remove paint
● Clean animal waste
● Move or lift items weighing over 20lbs
● Empty diaper pails
Credit card on file: We require all new clients to put a credit card on file. This card will only be charged for the following
reasons:
1. If you choose to make your payment with the card on file.
2. Lock-Outs or Late Cancellation fees
When and how to pay? Payment is required at the time of service. You can pay by debit card, credit card, or Zelle,
whichever is easiest for you.

● Tipping: Diamond Touch Cleaning Service never requires tipping, but you can tip if you would like too. Just leave
your tip with your payment and management will make sure that your cleaners receive 100% of their tips. If you
pay by credit card, you can add your tip to the charge, just reach out to us in the office and we can be sure to add
it to your credit card charge.
*Late fees accrue at $35 per month. (Payments made after 5pm day of service)

Lock-Out & Late Cancellations:
● Standard cancellation fee
○ Diamond Touch Cleaning Service reserves the right to assess a cancellation for any cleaning that is
canceled with less than 48 hours notice. The cancellation fee is equal to half the cost of your cleaning for
recurring services as well as one-time cleans. This fee will be charged to the credit card on file. We
reserve a time specifically for you and are often unable to fill the vacant time slot at the last minute. The
cleaners only get paid for the homes that they clean. Please be sure to provide entry instructions if you
will not be home. We reserve the right to charge our standard cancellation fee for all lock-outs.
● For all one-time cleanings, a fee equal to half the cost of your cleaning will be charged if our technicians are
unable to access the home or if you cancel your cleaning with less than 48 hours notice.
● We reserve the right to refuse cleaning of your home if we encounter anything that could pose a threat to our
technicians. This could include but is not limited to: mold, hoarding, abnormal buildup, etc.
24 Hour clean Guarantee: We offer all clients a 24-hour clean guarantee, if you find anything that is included with your
clean that was not completed, we will come out and correct it. You must report any problems within 24 hours from the
date & time of your cleaning. We highly encourage pictures to be sent to the office at 773-219-3927 or
office@diamondtouch.info.

Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds. Although, we want you to
be 100% satisfied with our services! This is why we offer a 24 hour clean guarantee, if a task was not completed to your
satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean that
area.
Price Adjustments:
● We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. A price
adjustment might also happen if the conditions or needs of your home have changed. We guarantee our prices
for 12 months. If you discontinue service, then later reinstate services with Diamond Touch Cleaning Service after
a period of 3 months, you may receive a new rate.
● When you are given a quote it is an estimated price to clean your home. If the condition of your home is worse
than predicted, we have the right to either adjust the price or to refuse the service. We will never adjust the
price without speaking to you first. In the event that we cannot get a hold of you, we have the right to
discontinue cleaning.
Pets: We are a pet-friendly company, but we would appreciate your help in making sure that your pets are secured and
safe on cleaning days. Please let the office know of any special requirements required to keep your pets safe.
*For health reasons our staff will not clean pet beds, litter boxes, vomit, urine or fecal matter.
Your Valuables: If you have any valuables including collectibles or expensive objects, please let the office know so that
we can make note of it on your account. You are responsible for letting us know if you would like for us not to clean or
handle these items. Please secure any money, credit cards, and checkbooks before your clean, as we are not responsible
for missing currency.
Broken/Damaged Items: We train our staff to clean while minimizing the risk of breaking or damaging items in your
home. However, these things do happen although it’s not common. If there is an item that is believed to be damaged by
one of our cleaners, it must be reported within 24 hours. If we were to break or damage anything while in the home,
your cleaner will contact the office immediately. You will be notified of the damaged or broken item, and we reserve the
right to replace or repair the item. We can not take responsibility for items that were broken or damaged because they
were not properly attached or secured (for example, a tv or picture that was not properly attached to the wall)
Lifting, Climbing and bending: Our employees’ safety and wellbeing are very important to us, and we are determined to
keep them safe. In an effort to prevent injuries, our cleaners are not allowed to: Climb above the second step on a step
stool or ladder, move items that weigh more than 20lbs, clean floors on their hands and knees (exceptions would be
bathrooms floors) or use something that is not a step stool or ladder to climb on top of. These types of activities put our
cleaners in danger of hurting themselves or damaging your property. If you would like us to clean behind a large piece of
furniture or a large appliance, we can absolutely accommodate the request if said items are pulled away from the wall
when we arrive.
Climate Control: The temperature inside of your home should be at a comfortable setting before we arrive. We will not
provide services in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme
heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be
assessed.

Online Booking: Booking a service online doesn’t guarantee you a spot for that date/time. Your booking is not confirmed
until you have completed a confirmation phone call and received a confirmation email.

Non-Solicitation of Employees:
When a client enters into an agreement for services with Diamond Touch Cleaning Service the client understands that
they will pay a [$2,500] training fee to Diamond Touch Cleaning Service if they engage in a working relationship directly
with any employee of Diamond Touch Cleaning Service during the course of service other than through Diamond Touch
Cleaning Service.
Quality Control:
Diamond Touch Cleaning Service needs your feedback! You will receive a quick, one-question survey after each cleaning
asking you to rate our service. These surveys are very valuable to us and give us a way to address any training
opportunities as well as recognize our rockstar employees based on client feedback. Please expect random quality checks
to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service! All
quality checks take place during the final phase of cleaning.

*Client had read and acknowledged the above Terms and Conditions.
Name: ___________________
Date:____________________

Vacuum Use Liability Waiver

In order to prevent cross-contamination and avoid transferring pet dander into a home with allergies,
Diamond Touch Cleaning Service prefers to use the client’s vacuum. If the client does not own a suitable
vacuum, our cleaning techs can bring one if necessary. We train our employees to use care when using our
customer’s vacuum cleaner. But we also understand that belts and cords break, bags don’t get emptied,
and sometimes they just stop working for no apparent reason.
We will perform a four-point check on a client’s vacuum cleaner before each use:
1. We will check the bag for replacement.
2. We will check the cord for cuts.
3. We will check the filter for replacement.
4. We will check the condition of the shell of the vacuum.
This is important because if the vacuum cleaner is not in working order when we arrive to clean the
client’s home, we will not be able to perform any vacuuming of carpet or hard floor surfaces. We will not
sweep rugs and carpets.
Diamond Touch Cleaning Service will not be held liable for any repairs to the vacuum cleaner.
However, if Diamond Touch Cleaning Service damages the customer’s vacuum while using it due to
misuse (not including items that will wear out or are in need of ongoing maintenance), we will repair or
replace the customer’s vacuum cleaner.

*Client has read and acknowledged the vacuum liability waiver
Name: ______________
Date: _______________