Service Policies:
1. 100% SAME-DAY SATISFACTION GUARANTEED WITH WALKTHROUGH
We are proud to offer our 100% satisfaction guarantee. After service, our cleaning team will conduct a walk-through inspection with you. If you are not 100% satisfied with any part of the cleaning service, we are happy to re-clean any missed areas free of charge at the time of service.
If clients are unable or choose not to perform the walk-through inspection, service is considered complete and no additional re-cleanings will be provided.
After the walk-through is completed, our services are considered complete. Additional fees will apply if asked to return for cleaning. For move-out cleanings, it is recommended that your landlord attend the inspection walk-through with our cleaners.
2. CANCELLATION POLICY
Move-Out Cleaning Cancellation Policy
Move-out cleaning services require dedicated time, staff scheduling, and preparation to ensure high-quality results. For this reason, we reserve and commit our cleaning team specifically for your appointment.
If you need to cancel or reschedule, we kindly require at least 72 hours’ notice.
- Cancellations or rescheduling requests made within 72 hours of the scheduled service will incur a 50% service charge
- Cancellations or changes made within 24 hours will be charged in full (100%)
We appreciate your understanding, as late changes directly impact our team’s schedule and availability.
By confirming your booking, you agree to these terms.
Regular Cleaning No-Show & Same-Day Cancellation Policy
To respect our team’s time and scheduling, we maintain a strict policy for missed appointments.
- No-shows will be charged 100% of the scheduled service
- Same-day cancellations are also charged in full (100%)
Our team is reserved exclusively for your appointment time, and late cancellations prevent us from serving other clients. Thank you for your respect and cooperation.
3. PAYMENT POLICY
Payment is required for all services provided.
Payments made via credit/debit card are subject to a 4% processing fee. Payments made via Venmo are subject to a 3% processing fee. Payments made via Zelle do not incur any additional fees.
For recurring clients, payment is due within 24 hours of each scheduled cleaning (unless some other arrangement has been made with us in writing). A five-day grace period applies. A 5% late fee will be added on day six. Service will be suspended after fourteen days of non-payment.
For one-time and deep clean clients, payment is due upon completion of service or within 24 hours. A $35 late fee will apply if payment is not received within 24 hours. No future service will be scheduled until the outstanding balance is paid.
All quoted prices are pre-tax. Hawaii General Excise Tax (GET) of 4.712% is not included in the quote and will be added to the final invoice.
All payments are non-refundable once service has been completed.
Tipping is not required, but always appreciated by our hardworking cleaners. If you choose to tip, cash tips given directly to the cleaning team are preferred.
Payment Authorization and Restrictions
All payments for services must be made exclusively to Diamond Bright Cleaning Inc.Client shall not make, and Company does not authorize, any payments directly to any employee, cleaner, or subcontractor.
Prohibited Payments
Any payments made directly to individuals (including but not limited to cash, check, Zelle, Venmo, or other electronic transfers) are strictly prohibited and will not be recognized as payment toward any invoice issued by the Company.
Checks
All checks must be made payable solely to Diamond Bright Cleaning Inc. Under no circumstances shall checks be made payable to any individual. If a check is handed to a cleaner for delivery, it must still be made payable only to the Company.
No Credit for Unauthorized Payments
The Company is not liable for, and will not provide any credit, refund, or offset for, payments made in violation of this policy. Client remains fully responsible for all outstanding balances regardless of any unauthorized payments made to individuals.
Unauthorized Collection
No employee, cleaner, or subcontractor has authority to collect or accept payment on behalf of the Company unless explicitly authorized in writing.
Acknowledgment
By engaging the Company’s services, Client acknowledges and agrees to comply with these payment terms.
4. PRICING ADJUSTMENTS
Prices are based on home size, condition, and scope of work. Homes that require additional time due to excessive clutter, pet hair, or heavy buildup not disclosed at the time of booking may incur additional charges.
Any pricing adjustments will be communicated promptly.
5. ACCESS TO PROPERTY
Clients are responsible for providing safe and timely access to the property at the scheduled service time. If we are unable to access the home, the visit may be charged as a late cancellation.
6. NOT LIABLE FOR SCREENS, BLINDS, CEILING FANS, AND COOKER HOOD FILTERS
Screens, blinds, ceiling fans, and cooker hood filters can be fragile, especially when older. While our team takes great care when cleaning, we are not liable for damage to these items. If you would like these items cleaned, please remove them beforehand if they are delicate.
7. MOVE-OUT CLEANING
All furniture and personal belongings must be removed prior to service. We do not move furniture. Additional charges will apply if items need to be removed or moved. Closets, cabinets, and drawers must be emptied prior to cleaning. If our team must remove items in order to clean these areas, additional charges will apply.
We do not remove ceiling lights. If you would like it cleaned, please remove it beforehand and we can wipe the surface of it.
We do not clean popcorn ceilings.
8.MOVE-OUT CLEANING ADD-ONS & EXCLUSIONS
Move-out cleanings include light wall dusting and interior window wiping only. Any deep, detailed, or heavy-duty cleaning beyond this scope is considered an add-on and will incur additional charges.
Move-out cleaning does not include excessive dust, debris, trash buildup, or post-construction, renovation, or repair residue unless disclosed at the time of booking and approved as an add-on service.
The following services are not included in standard move-out cleanings and require advance booking. Additional charges apply:
Laundry and bed making
If cleaner needs to empty out closets, cabinets, or drawers to clean, there will be an additional charge. They must be emptied beforehand.
Heavy wall washing or stain removal
Deep floor scrubbing/mopping due to extremely dirty floors
Carpet or upholstery cleaning
Any exterior cleaning (such as lanais/patios, windows, outside walls, etc.)
Paint or adhesive removal
Cleaning areas higher than seven feet
Jalousie windows and jalousie doors
If vents and blinds need deeper cleaning than just dusting
Heavy mineral build-up cleaning
Steam cleaning
Jalousie windows/doors cleaning
Sliding mirror doors
Ceiling fans
***We do not handle clogged toilets or sinks.
9. DEEP CLEANING
Please clear cluttered areas and personal items prior to service so that cleaning areas can be properly accessed. Additional charges will apply if items need to be removed or moved.
10.REGULAR CLEANING ADD-ONS & EXCLUSIONS
Please clear cluttered areas and personal items prior to service so that cleaning areas can be properly accessed. Additional charges will apply if items need to be removed or moved.
If desks or workspaces are cluttered with papers, cash, passports, or other important items, we will not clean them. Please clear your workspace beforehand so we can provide a safe and thorough service.
Regular house cleaning does not include interior or closed areas such as ovens, refrigerators, closets, cabinets, or drawers. These areas must be empty in order to be cleaned. Any removal of items, cleaning of interior or closed areas, or replacement of contents by our team is considered an add-on service and will incur additional charges. All add-on services must be requested at the time of booking and cannot be requested while the cleaning team is on-site.
Regular cleaning also does not include cleaning that exceeds ordinary daily use. This includes excessive dust, debris, or trash buildup, as well as dust or residue resulting from construction, renovations, repairs, or other work performed in the home. These conditions must be disclosed at the time of booking and will be subject to additional charges.
The following services are not included in regular cleaning and require advance booking. Additional charges apply:
Lanai cleaning
Laundry and bed making
Window sill or window/door track cleaning
Garage or carport cleaning
Carpet or upholstery cleaning
Floor stripping, waxing, or deep scrubbing
Pressure washing or hood cleaning
Windows, screens, blinds, or walls
Grout scrubbing or stain removal
Paint or adhesive removal
Cleaning areas higher than seven feet
Jalousie windows and jalousie doors
Blinds or vent cleaning
Sliding mirror doors
Ceiling fans
Deep microwave cleaning
Inside of oven, fridge and/or dishwasher
***We do not handle clogged toilets or sinks.
11. NO BIOHAZARD CLEANINGS
We do not provide biohazard cleanings. This includes animal or human waste, infestations (including roaches, roach eggs, or other insects), or other hazardous materials.
12. NO CLEANING HIGHER THAN 7 FEET ABOVE THE GROUND
Due to insurance restrictions, our staff may not clean areas higher than seven feet above the ground. If higher areas requiring step ladders need to be cleaned, this must be disclosed prior to service. Otherwise, only areas reachable from the ground will be cleaned.
13. ANIMALS
All animals must be disclosed prior to service.
14. COMMUNICATION & SERVICE AUTHORIZATION
To ensure accuracy in scheduling, pricing, and scope of work, all communication must go directly through Diamond Bright Cleaning Inc. (office/admin team).
Our cleaning staff are not authorized to modify the scope of work, approve additional services, adjust pricing, schedule, reschedule, or cancel appointment, or accept payments.
Any requests for additional cleaning or changes made directly to cleaning staff will not be considered approved and may not be completed. If additional services are requested on-site, they must be communicated to our office and may be subject to additional charges.
Clients agree not to privately engage or hire Diamond Bright Cleaning Inc. staff outside of our company for any cleaning services.
15. ON-SITE CANCELLATION POLICY
If a cancellation is made after our cleaning professional has already arrived at the property, 100% of the scheduled service fee will be charged.
This policy helps cover reserved scheduling time, travel, and staff allocation.
We appreciate your understanding and respect for our team’s time and commitment.