Terms & Conditions

Effective Date: March 25, 2025

Welcome to Diamond Gleamers Cleaning Services ("Diamond Gleamers," "Company," "we," "us," or "our"). These Terms and Conditions govern your use of our website, requests for estimates, communications with our team, and the booking or purchase of cleaning services through our website, Housecall Pro booking portal, phone, text, email, or other approved methods.

By accessing our website or scheduling services, you agree to these Terms and Conditions.

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1. Eligibility and Website Use

You must be at least 18 years old and legally able to enter binding agreements to use our website or schedule services. You agree to use our website only for lawful purposes and not to interfere with site functionality, misuse forms, transmit harmful code, or engage in abusive conduct.

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2. Booking Platform Notice (Wix + Housecall Pro)

Our public website may be hosted on Wix. Scheduling, estimates, invoices, payments, customer communications, customer portal access, and certain automations may be processed through Housecall Pro or other approved third-party platforms. Use of those tools may also be subject to their own terms, privacy practices, and processing systems.

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3. Services Offered

We offer services including, but not limited to:

• Residential Cleaning

• Deep Cleaning

• Move-In / Move-Out Cleaning

• Vacation Rental / Turnover Cleaning

• Office / Commercial Cleaning

• Salon / Spa Cleaning

• Custom Cleaning Services

We reserve the right to modify, add, remove, limit, or discontinue services at any time.

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4. Estimates and Pricing

Quotes may be based on information provided by the client, photos, square footage, occupancy, condition, requested scope, add-ons, access limitations, and scheduling needs.

Final pricing may be adjusted when actual conditions materially differ from what was disclosed at booking.

Examples include but are not limited to:

• Heavy buildup

• Excessive pet hair

• Significant clutter

• Additional rooms or areas

• Biohazards or unsafe conditions

• Delays caused by lack of access

• Last-minute scope additions

A minimum service charge applies. Unless otherwise stated, the minimum booked service is one and one-half (1.5) labor hours.

 

5. Scheduling Appointments

Appointments may be scheduled online, through Housecall Pro, by phone, text, email, or approved service request forms.

We offer one-time and recurring service options.

Arrival times are estimates. Unless otherwise stated, appointments may be subject to an arrival window of approximately 60 minutes due to traffic, weather, prior jobs, staffing, or unforeseen delays.

We will make reasonable efforts to notify you of material delays.

 

6. Same-Day / Last-Minute Booking Fees

Additional scheduling fees may apply:

• Within 4 hours or less: $75

• Within 12 hours or less: $50

• Within 24 hours or less: $35

• Within 48 hours or less: $20

Acceptance of short-notice bookings is subject to availability.

 

7. Recurring Services and Auto-Renewing Schedules

Recurring services may be scheduled weekly, biweekly, monthly, or at another agreed frequency.

Recurring appointments continue until canceled, paused, or changed by either party. Clients may request cancellation or schedule changes subject to notice requirements and availability.

Recurring pricing, promotions, and discounts may be adjusted if service frequency changes, appointments are repeatedly skipped, conditions materially worsen, or operating costs materially increase.

One skip per quarter may be allowed depending on plan type. Additional skips may affect pricing.

Pauses over four (4) weeks may result in rate adjustments. Pauses over eight (8) weeks may require a deep cleaning before resuming recurring service.

 

8. Access to Property

Clients are responsible for providing safe and timely access to the property, including keys, codes, gate access, parking instructions, alarm instructions, and pets secured as needed.

If we cannot access the property or service is materially delayed due to access issues, fees may apply.

 

9. Cancellations, Rescheduling, and No-Shows

Cancellation or reschedule requests should be made at least 24 hours before the scheduled appointment.

Fees may apply:

• Late cancellation (less than 24 hours): $30

• No-show / access not provided: $50

Repeated cancellations, no-shows, or scheduling abuse may result in refusal of future service.

 

10. Payment Terms

All pricing, fees, surcharges, and promotions are subject to change prospectively unless otherwise locked in by written quote or prepaid agreement.

Payment is due upon completion of service unless otherwise agreed in writing.

Accepted payment methods may include card payments, online payments, ACH, approved financing options, Zelle, or cash. Checks may be refused.

Stored payment methods may be charged for completed services, approved add-ons, cancellation fees, no-show fees, past-due balances, or other amounts authorized under these Terms.

Invoices unpaid after seven (7) days may incur a reasonable late fee of up to 10% where permitted by law. If unpaid beyond ten (10) days, we may pursue lawful remedies on a case-by-case basis, including negotiated resolution, collections, arbitration where enforceable, or small claims court where eligible, and may seek recovery of allowable filing costs, collection costs, and other recoverable fees permitted by law.

Clients remain legally responsible for all approved services and applicable fees.

 

11. Chargebacks and Payment Disputes

Clients agree to contact us first to attempt good-faith resolution before initiating a chargeback where feasible.

If a chargeback or payment dispute is initiated after services were rendered, we reserve the right to provide booking records, communications, photographs, timestamps, invoices, and related documentation to the payment processor or financial institution.

 

12. Satisfaction Guarantee

If you are dissatisfied with the quality of service, notify us within 24 hours of the appointment. Supporting photos may be required.

We may, at our option, offer a re-clean of eligible areas within a reasonable timeframe.

 

13. Refund Policy

Approved refunds for card or electronic payments typically process within five (5) to ten (10) business days, depending on the financial institution. Credit/debit card processing fees may be non-refundable where permitted. Cash-payment refunds, when approved, may be issued by company check or electronic transfer within seven (7) to ten (10) business days. No on-site cash refunds. Refunds generally apply only to the affected portion of the service unless otherwise required by law. We may alternatively offer a service credit or future-booking discount when appropriate and mutually agreed.

Refunds are not automatic. Approved refunds, credits, or partial adjustments are determined case-by-case.

Refund consideration may apply when:

• Service was not performed due to our error

• Duplicate charges occurred

• Verified quality concerns could not reasonably be corrected through re-clean

Refunds may be denied when:

• Reported after 24 hours without reasonable cause

• Re-clean was offered and declined

• Issues involve excluded items or undisclosed conditions

• Results were limited by permanent staining, damage, buildup, age, or material condition

• Work was completed substantially as booked

Processor fees may be non-refundable where applicable.

 

14. Re-Clean Policy

Re-clean requests must be submitted within 24 hours.

To remain eligible:

• Area should remain substantially in the same condition after service

• Request must relate to originally booked tasks

• Photos may be required

New messes, post-service use, clutter changes, or unrelated conditions may void eligibility.

 

15. Service Limitations / Excluded Work

Unless specifically agreed in writing, we do not handle:

• Human or animal waste

• Biohazards

• Black mold or significant mold remediation

• Active infestations

• Hoarding remediation beyond normal scope

• Broken glass or dangerous debris

• Heavy furniture moving

• Chimneys / fireplaces interior cleaning

• Exterior work or garages unless booked

• Hazardous chemical cleanup

 

16. Unsafe, Unsanitary, or Undisclosed Conditions

We may refuse, pause, limit, or discontinue service if conditions are unsafe, hostile, hazardous, unsanitary, structurally risky, or materially different from what was disclosed.

Fees may still apply for reserved time, travel, or partial labor performed.

 

17. Limited or Skipped Areas / Additional Charges

Services are performed according to the booked scope and subject to the Service Limitations / Excluded Work and disclosed property conditions. If qualifying conditions are present, we may skip affected areas while completing the remainder of the service or decline the entire property if conditions are extreme or unsafe.

Charges for skipped or limited areas may include:

• Minimum $75 fee if the entire property cannot be cleaned, depending on property size and booked service

• Minimum $25 fee per room or area skipped or requiring unusual extra effort, depending on size and booked service

If certain rooms or tasks cannot be completed due to access issues, safety concerns, clutter, utility outages, or undisclosed conditions, we may skip affected areas while completing the remainder of the service.

Additional charges may apply based on labor impact, reserved time, and severity.

 

18. Property Condition and Damage Claims

Any claim for property damage must include reasonable supporting evidence and allow us a fair opportunity to inspect or review the allegation before repairs or replacements are undertaken when practical.

Clients must disclose pre-existing damage, fragile items, loose fixtures, specialty finishes, valuable items, malfunctioning equipment, and known hazards before service.

We are not responsible for damage resulting from:

• Pre-existing conditions

• Normal wear and tear

• Improper installation

• Hidden defects

• Unsecured valuables

• Client-provided products or equipment

• Undisclosed specialty materials

Any alleged damage claim should be reported within 24 hours with photos.

 

19. Product Use / Specialty Surfaces

We use products generally appropriate for common surfaces. Clients must disclose natural stone, antique finishes, untreated wood, delicate materials, or specialty surfaces before service.

 

20. Staff Safety and Client Conduct

Clients must provide a respectful and safe environment.

No harassment, threats, smoking in active work areas, aggressive animals, dangerous behavior, or inappropriate conduct.

We may discontinue service immediately for safety reasons.

 

21. Illness, Pests, and Environmental Concerns

Please disclose contagious illness risks, recent pesticide treatments, active infestations, severe odors, sewage backups, flooding, or similar issues before arrival.

 

22. Photos and Documentation Consent

We may photograph or document work areas before, during, or after service for estimating, quality control, training standards, dispute resolution, insurance, or internal records.

We will use reasonable efforts not to publicly use identifiable personal items without separate consent.