POLICIES OF DEVINE CLEANING SERVICES  

Service reliability is extremely important. We will often turn down business rather than disrupt a regularly scheduled customer. In exchange we must request that you give us a minimum of 48 hours' advance notice (Monday clients must call before noon on the previous Friday), IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPONTMENT FOR ANY REASON. Our business number (757) 304-8166 OR (757) 600-2438 is available to you at all times. Failure to provide adequate notice will result in a 95% of price for cleaning for late cancellation fee. This is also applicable with multiple reschedules. We allow one with no charge, but we, as a small business can’t afford as a small business to handle these types of reschedules and cancelations.

If the team or cleaning tech arrives at your home and you forgot to leave the door open, leave a key or the team needs to leave without cleaning for any reason; you will be charged 90% of your regular cleaning cost, plus taxes. We need to be notified by email or text at least 48 hrs. In advance so there is no misunderstanding. We can’t afford as a small business to handle these types of cancels. Our employees still have to be paid and this fee is necessary to cover their costs without the company coming out of pocket. Most (75%) of our customers do entrust us with a key to their home, a responsibility we take very seriously. Keys are only identified by a special code and are locked in the business safe when not in use.  

Devine Cleaning will be closed for business when severe weather conditions prevent safe driving conditions. We will call or email to try and re-schedule.  

Devine Cleaning Services will be open for regular business during all national holidays except News Years Day, Thanksgiving Day, and Christmas.  

Due to the time-consuming and unpredictable nature of the cleaning business, an exact time of arrival cannot be offered. We can provide a AM or PM time slots for your convenience if needed. However, mornings are the most requested, so we have limited morning slots. We ask if it is possible that you provide us with an IN TIME and a MUST BE OUT TIME. Morning appointments can start depending on travel time at 8am. With PM slots, we are out by 5pm in most cases. Unless it is a business client, and we have to clean after hours. We understand that things come up and life, well it just happens to LIFE! This is where we are booked and you need a cleaning and/or other services and we will do all we can to get you in on the schedule for your service needs. I will be an additional cost of $75 but we will get you in and get you cleaned. If it is after hours, it will be another additional cost of $75 ($150 Total of After Hours and if we are "Squeezing You In")

“Squeeze Me In” Cleaning and After/Before Business Hours Additional Cost and Deposits MUST BE PAID AT TIME OF BOOKING. NO EXCEPTIONS. NO CANCELATIONS AND RESCHEDULINGS FOR THESE CLEANINGS. NO EXCEPTIONS.

Should any member of your household require the use of syringes, please ensure that they are disposed of safely. Any secure container like coffee can be used to store used syringes and/or needles prior to final trash disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our staff.  

We ask that you keep the house at a very cool temperature during the summer and winter. We cannot cool the house fast enough using your thermostat to be ready in time for us to clean immediately. We will have to leave the cleaning unfinished and that will result in 50% payment of our time lost. We are on a tight, well-managed schedule that we must keep. Anything below 75 degrees is workable while doing the labor.  

We also guarantee our employees a safe smoke-free work environment, please do not smoke in the home on the day of the cleaning.  

Please be sure that any confidential documents or substances are put away before the cleaning team arrives. Our staff signs confidentiality agreements when hired but we are reminding the clients to keep some things private if they wish. Keep items in drawers, cabinets or desks because we never open these to clean. Also, in return we ask that you do not share your house cleaning fee and keep private among referrals of your neighbors. We are grateful of you passing on our name, but this causes issues when we “grade” the referrals homes cleaning level needs when giving estimates. The house size, layout, number of people living in the home, pets, and more become a cost factor. No two homes are the same. We know you will refer us to others often, but as a special treat, we offer a 25% off gift card cleaning to you when you refer a repeat weekly, every other week or monthly client to us after their 2nd cleaning. You may collect as many as you like. You may use the gift card anytime within one year during non-holiday time frames towards your maintenance cleaning. It may not be transferred to anyone and only used in your home.  

We love pets, all pets. However, please notify and crate your pets. Our team wants to work as efficiently and fast and safely as possible. If they slow our team down this may result in extra cost. Our cleaners have a schedule to follow. The cleaners are not responsible for them. We are not responsible for any injuries your pets could cause to our cleaners so please prevent this from possibly happening to one of our staff members. Our staff does not provide cleanup of animal waste or alike.  

Any necessary adjustments with repeat client services must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members. We ask that you give us 32-hours to fix any quality issues within your service needs. We expect high quality cleaning from our cleaning techs, and we are happy to fix any quality issue. This is why we train our employees with specific training methods. If we are not notified with-in a 24-hour window after your cleaning, it would be hard to convey to the cleaning techs the issue without them feeling the possibility that the area was not re-dirtied by the family living in the home.  

Breakage or damage, we take great care when cleaning your home, but occasionally accidents do happen. If you notice any breakage, please notify us immediately so that we may take appropriate action. We ONLY wet wipe TVs or Monitors at customers request, due to labiality risks. If we are asked to use the client's vacuum, we are not held reliable for repairs for any reason. If an item of any kind seems unstable we will skip cleaning such item. While we make every effort not to break or damage items, accidents do happen but are rare. Identical replacement is always attempted but not guaranteed. For this reason, we request all irreplaceable items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our staff. Devine Cleaning Services must be notified within 24 hours of service if damage is discovered. Our personnel are instructed to call our office once ANYTHING is damaged and to leave a note to you advising you of the incident.  

We reserve the option of repair or replacement before a monetary settlement. Devine Cleaning Services is not responsible for damage due to faulty and/or improper installation of items, or for maintenance of your home (normal wear and tear that comes with age and use). Please inform us if any items in your home are broken or improperly installed such as blinds, tiles, curtain rods, loose carpet etc.  

All surfaces (marble, granite, etc.) are assumed sealed and ready to clean without causing harm. Devine Cleaning Services takes responsibility for breakage or damage caused by our staff, not to exceed $500.00, or your homeowner’s insurance policy deductible.  

Credit cards for payments: Visa, MasterCard and Discover, Cash App, Google Pay or Cash. Cash payments should be placed in an envelope with our company name (DCS) on it. WE DO NOT ACCEPT CHECKS  

Any move out cleanings, we hold a deposit and payment by credit cards only. Any cleanings over $175.00 must be pre-authorized on a debit/credit card within 48 hours in advance. No exceptions. Payment is due at the time services are rendered.  

Tips are not required but it is quite acceptable if you wish to leave a tip for them because you are happy with their service. They appreciate this vote of satisfaction. Most clients’ paper clip it to the envelope. Second hand donated items gifted to your cleaner, please call or email and we are happy to help.  

Policy on encumberments in your home, for example a desk piled high with paperwork and items. This does have a huge impact on our cleaning efficiency and quality so the rule we teach our cleaners is if you have less than six items on the surface, we will clean both the items and the surface with a microfiber cloth and the appropriate cleaner. If however, there are more than six items on the surface we will only feather dust around the items and surface; which will still remove any dust.  

Items that prevent us from cleaning bedroom floors for example; such as toys or clothes, the cleaning techs are trained to make the bed and then place items on the bed to vacuum floors or place in a corner of the room. If this task takes more than 2 mins. Per room they are trained to clean around or skip that area. We advise clients to tidy up clutter before cleaning day. We are there to clean. Moving and putting up items is what would be detailed cleaning and organizing. If the house takes longer to clean due to clutter, we reserve the right to charge a premium detailed cleaning package that includes picking up etc. for a much higher fee. ($25 Additional Clutter Charge)

We also REQUEST that you have your own vacuum cleaner when we clean. This is for sanitary concerns. If you do not have a vacuum cleaner, there will be an additional $25 sanitization fee for the cleaning of the unit(s) after we have completed your cleaning. In the event that we have to clean/empty your vacuum cleaner, there will be an additional $25 Cleaning of Vacuum Fee added to your cleaning.

We value our employees, for whom we have invested a considerable amount of time and money in training and other ways. By the execution of this agreement, you agree not to solicit or hire away any of our employees for any services related to our cleaning business. By the agreement and hire away or solicit our employees for services similar to our services, you will pay liquidated damages to Devine Cleaning Services the sum of $4,200 as liquidated damages. We go to great effort and expense to market our customers, as our clients, we ask that you agree not to solicit for, or hire any of current or past personnel to work on an individual basis for a one-year period after the last cleaning provided by our service for home, office or any referrals. 

Fairly priced detailed cleaning services are priced higher for a reason. They consist of baseboards, celling fans, ovens, refrigerators and freezers and closets and excess clutter.  

We look for great people that are focused on customer service and exemplify our CORE VALUES. 

Devine Cleaning Services reserves the right to reevaluate rates at any time based on the amount of time it is taking to perform our services in order to meet our client’s standards. We monitor the actual cleaning time for the initial 2-3 months of service and occasionally thereafter. Devine Cleaning Services will contact the client to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. ADD-ONS and TRADES: Anything outside of our agreed scope of work, including the cleaning of rooms not originally included in the bid, are considered add-ons and additional fees apply. Trades are at the discretion of the office. All add-ons and trades must be processed through the office, and not through the employees of Devine Cleaning Services. Employees are not authorized to deviate from the work order without prior approval from management.  

One of the added features of our service that is unique to our company is the additional free offering of one periodic task at each visit for repeat cleans. Please let us know prior to our scheduled cleaning. This extra offering is for weekly and every other week clients only. The periodic tasks are available for a small additional charge to those customers using us less frequently.  

Loss of clients' employment or illness is understandable and at owners' discretion. After the 8th cleaning either party may terminate for any reason with a 48-hour notice by email or phone. Note: 1st time clean fees are based on an estimate only, if cleaning tasks are considered heavy, detailed cleaning or surface re-storing type cleaning conditions by Devine Cleaning we will charge the full hourly rates ($35 per hour) to clean. We also reserve the right to decline any job for any reason. _______ Initial  

One Time, deep cleaning or Hourly only based services, for hourly jobs, we charge from the time we arrive on the job (our scheduled cleaning time), which includes unloading of our supplies and equipment from our vehicle to the time we have finished cleaning, including the loading of supplies back into our vehicle. Devine Cleaning Services reserves the right to reevaluate rates at any time based on the time it takes to perform our service to meet the Client’s standards. For hourly cleanings, the cleaners work from a written list of priorities provided by the client and get as much done as possible. We encourage our clients to overbook rather than under book the number of hours for a first time or occasional cleaning. There is no risk in overbooking because we only charge for the amount of time it takes to do the cleaning. The risk in under booking is that the cleaning may only be partially completed, which can be disappointing. Please be as specific as possible on your priority list to ensure your cleaning is fit to your needs. Hourly jobs are based on a flat $35 per hour per worker. Plus taxes. Payment is due same day of service.  

All one time or hourly jobs have deposits taken at the time of booking. This fee is NOT refundable if cleaning is canceled or moved.  

As a client of Devine Cleaning Services, I have read this fully and in agreement of this policy in its entirety.  

CLIENT SIGN__________________________________________________ PRINT_________________________________________________________  

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