Devine Cleaning Services

Client Policies & Service Agreement (2026)

Service Reliability & Scheduling

Service reliability is extremely important to us. To maintain consistency for our regularly scheduled clients, we may decline new business rather than disrupt existing appointments.

Clients must provide a minimum of 48 hours’ notice for any cancellation or reschedule.

• Monday appointments must be canceled by Friday at noon

• Notice must be provided via call, text, or email

📞 Business Numbers:
(757) 304-8166 | (757) 600-2438

Failure to provide proper notice will result in a late cancellation fee equal to 95% of the scheduled cleaning cost.

• One reschedule is allowed without charge

• Repeated reschedules will incur fees

As a small business, last-minute cancellations significantly impact our ability to pay staff and manage schedules.

Access to Property / Lock-Out Policy

If our team arrives and cannot access the property due to:

• Doors locked

• No key provided

• Client unavailability

• Any circumstance preventing cleaning

The client will be charged 90% of the regular service cost plus applicable taxes.

Clients must notify us at least 48 hours in advance of any access changes.

🔑 Key Policy:
Approximately 75% of our clients entrust us with a key. All keys are:

• Coded (no identifying information)

• Stored securely in a business safe

• Handled with the highest level of responsibility

Weather Closures

Devine Cleaning Services will close when severe weather conditions make travel unsafe. Clients will be notified and services will be rescheduled.

Holiday Schedule

We are open during most national holidays except:

• New Year’s Day

• Thanksgiving Day

• Christmas Day

Arrival Windows

Due to the unpredictable nature of cleaning services, exact arrival times cannot be guaranteed.

• Clients may request AM or PM windows

• Morning services may begin as early as 8:00 AM

• PM services generally conclude by 5:00 PM, unless after-hours service is scheduled

Clients are encouraged to provide:

• IN time

• Must-be-out time

“Squeeze Me In” & After-Hours Services

We understand life happens. When possible, we offer last-minute or emergency cleanings:

• $75 “Squeeze Me In” fee

• Additional $75 after-hours fee (if applicable)

• Total possible additional cost: $150

⚠️ Payment for these services is due at booking.
⚠️ No cancellations or reschedules permitted. No exceptions.

Health & Safety Requirements

• Syringes or needles must be safely disposed of in sealed containers

• Homes must be kept at or below 75°F during cleaning

  • If temperatures prevent safe working conditions, cleaning may be stopped and 50% of the service fee will be charged

• Smoking is not permitted inside the home on cleaning days

Confidentiality & Privacy

Our staff signs confidentiality agreements; however:

• Clients must secure confidential documents, valuables, or substances

• We do not open drawers, cabinets, or desks

Clients are kindly asked not to share cleaning prices with referrals, as each home is priced individually.

Referral Program

Refer a weekly, bi-weekly, or monthly client who completes two cleanings and receive:

• 25% off gift card toward your own maintenance cleaning

• Unlimited referrals allowed

• Valid for one year

• Non-transferable

• Not valid during holiday periods

Pets

We love pets, but for safety and efficiency:

• Pets must be secured or crated

• Cleaners are not responsible for pets

• Animal waste cleanup is not provided

• Excess pet interference may result in additional charges

Quality Assurance

Any service concerns must be reported:

• Within 24 hours of service

• We require up to 32 hours to resolve issues

Failure to notify within this window may prevent resolution due to re-soiling of areas.

Damage & Breakage

While rare, accidents may occur:

• Damage must be reported within 24 hours

• TVs/monitors are only cleaned upon request

• Client vacuums used at client risk

• Identical replacement will be attempted but not guaranteed

• Liability is limited to $500 or insurance deductible

Clutter Policy

• ≤6 items on a surface: items and surface cleaned

• 6 items: surface feather-dusted only

• Floors obstructed by clutter may be skipped

• Excess clutter may incur a $25 additional clutter charge

Vacuum Policy

Clients are requested to provide their own vacuum.

• If we provide one: $25 sanitization fee

• If we clean client vacuum: $25 vacuum cleaning fee

Non-Solicitation Agreement

Clients agree not to solicit or hire Devine Cleaning Services employees during service or for one year after last service.

Violation results in $4,200 liquidated damages.

Rates, Add-Ons & Scope of Work

• Rates may be adjusted based on actual service time

• Add-ons must be approved through the office

• Employees may not alter work orders without management approval

One-Time & Hourly Services

• Billed from arrival to departure

• Flat rate: $35/hour per cleaner + tax

• Deposits required at booking (non-refundable)

• Payment due same day

Termination

After the 8th cleaning, either party may terminate service with 48 hours’ notice.

Devine Cleaning Services reserves the right to refuse service at any time.

Client Acknowledgment

I acknowledge that I have read, understand, and agree to all terms outlined in this Service Agreement.

Client Signature: _______________________________
Print Name: _______________________________
Date: _______________________________