Got a few questions?

  • Please read our services page.

  • Please read our services page.

  • Do’s

    • Everything included in a Pristine Clean +

    • Cleaning inside cabinets & drawers

    • Cleaning inside pantry

    • Garage Cleaning (de-web corners and walls, wipe down cabinets, clean inside cabinets and drawers, remove trash, clean windows, tracks and sills)

  • A Pristine Clean is recommended for all first time cleanings by Divine Cleaning. It allows us time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most of our divine clients convert to our Classic weekly or biweekly cleaning schedule.

    • Please be aware we have a 24 hour cancellation policy.

    • If you cancel with less than 24 hours notice, you will be subject to a cancellation fee of 30% of your estimated time.

    • Please note: this is 24 business hours. If you are scheduled on a Monday and cancel on Friday or over the weekend, you are subject to a cancellation fee. 

    • This fee goes directly to the fairies to offset losing any hours, since we don’t have time to fill their hours. This also applies if our staff arrives at the property and is locked out.

    • Please be aware if our staff is confused about directions or parking someone will reach out directly to you for clarification. 

  • Hours of customer service operation:

    Monday – Saturday: 7am-11pm

    Sunday: 9am-9pm

    Cleaning services are available:

    Monday – Friday: 8:30am-7pm

    Saturday: By appointment only

  • Yes. We are available Saturday mornings - early afternoons.

  • Only if rescheduling has been done extremely last minute.

  • You’ll want to head to your Client Hub. All upcoming and past appointments, invoices, saved cards on file, etc can be accessed there.

  • No, unless it’s within the 48 hour window. Within this two day window if you decide to cancel, the clean will be credited to your account at no penalty for future use.

  • We do not. Our insurance only covers our cleaners inside your home.

  • Please view your Client Hub, look under appointments to see your next scheduled cleaning. Please remember if that day doesn’t work for you, you can always change it.

  • Yes, upon request. Please understand that cleaners have personal lives, and can get sick, or request leave. If that occurs we’ll ask to either reschedule, or send a different cleaner.

  • You do not! However if it’s your first time signing up for a Divine cleaning, initial introductions always help develop the personable relationship with your home specialist.

  • Yes, we are licensed and fully insured!

  • In some instances “Harsh” chemicals are used on tough to clean areas. (If approved by YOU.) For example, a glass shower door with calcium buildup will require CLR to clean.

  • Yes! It is actually preferred after the initial visit. This way we’re not holding you up if there’s traffic or if parking is a little harder than usual to find.

  • Yes it is. However there is no suggested percentage, whatever feels good to you. Any amount is appreciated by your Divine Cleaning Technician.

  • This seldomly occurs but accidents do happen. Please contact our office immediately.

  • We do not! This is a strict policy as we’re adamant to provide an awesome experience for the customer, but equally providing the safest working conditions for our cleaners.

    • If you are not satisfied with the job we will send a Cleaning Tech back to fix any areas of concern, free of charge! Upon completion of the retouch clean and you’re satisfied, your payment for the original service will be processed in full. We are not able to offer refunds or discounts in place of a retouch clean.

      • To help us resolve any issues quickly, please send photos of the areas you’re unhappy with via email within 48 hours of your clean. Clear photos are the best way for us to understand what went wrong and make it right as soon as possible.

    • Quality Inspections are available by request at any time for recurring clients to ensure your services are meeting our standards.

  • Tips are never expected, but always appreciated! If you cannot leave cash, we can apply a tip by request after each visit or add a standard tip for future visits. Should you choose to add a standard tip to each visit, we can apply it to your invoice automatically.

    We require a credit or debit card on file prior to the clean. You are not billed until after the clean is complete, we have verified the amount of time needed, and the level of satisfaction. Billing is then ran. This may seem inconvenient and unorthodox as a service company. But due to fraudulent billings in the past we’ve changed to this standard to ensure all cleanings are paid for before service.

    • If payment is not received within 30 days of the cleaning a 25% late fee will be added to your bill. If payment is not received within 60 days you will be sent to our collections department.

    Recurring Discounted Rate: If you schedule a First Time Clean and then cancel or do not move forward with recurring services, pending any quality issues, you will be charged the One Time Clean rate.

  • No, are rates are calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry.

    • If we need more time than initially estimated: 

      • If we need more than an extra 30 minutes beyond the time we initially quoted, we will reach out for approval. Please be near your phone during your clean, in case we need to contact you.

  • We will have our professional organizer come out for a walkthrough OR areas that are often left cluttered will have the added time for proper organization. Some areas that are often left unorganized are pantry’s, bedroom closets, bathroom counters, entryways, kitchen counters, etc.

  • Our Divine Cleaning Technicians take the following precautions & measures to fight against the spread of germs and viruses. Our specialists are taking steps to do their part in keeping everyone healthy. This includes:

    • Washing hands regularly

    • Disinfecting equipment between each job.

    • Staying home when they are not feeling well.

    • Wearing masks from start to finish

    • Physical distancing in your home, as appropriate.

    If you would like any additional measures taken contact us directly.

Divine Cleaning’s Terms and Conditions

Scheduling and timing…

🔔 REMINDER NOTIFICATIONS & ARRIVAL WINDOWS: 

  • We will send you a reminder text 1 day and 1 hour before your scheduled clean with an approximate arrival time. 

  • Your arrival time is subject to change after you receive your reminder email. If you have a specified time sensitivity of AM or PM, we will keep you scheduled in that window.

    ○ If your arrival time changes, we will text and/or email a time change text/email update the day before your clean. 

  • Please allow a 30 min arrival window on either side of your scheduled time.

❌ CANCELLATION & LOCKOUT FEE'S: 

  • Please be aware we have a 24 hour cancellation policy.

  • If you cancel with less than 24 hours notice, you will be subject to a cancellation fee of 30% of your estimated time.

  • Please note: this is 24 business hours. If you are scheduled on a Monday and cancel on Friday or over the weekend, you are subject to a cancellation fee. 

  • This fee goes directly to the cleaning techs to offset losing any hours, since we don’t have time to fill their hours. This also applies if our staff arrives at the property and is locked out.

  • Please be aware if our staff is confused about directions or parking someone will reach out directly to you for clarification. 

⏳ BILLABLETIME / HOURS: 

  • Our staff clock in and out of each job with an app on their phone so you are only charged for their time while on site. 

  • We charge per labor hour. For example, if we quote a job at 3 hours it will be scheduled on one cleaning tech for 3 hours, or two cleaning techs for 1.5 hours each, still totaling the same amount.

  • If we need more time than initially estimated: 

    • If we need more than an extra 30 minutesbeyond the time we initially quoted, we will reach out for approval. Please be near your phone during your clean, in case we need to contact you.

Before your clean…

✔️ HOW TO PREPARE: 

  • Clear Kitchen Sink: We have tons of tools/products to clean your sink, but can't with a sink full of dirty dishes. 

  • Tidy Surfaces & Floors: The more you pick up, the better our fairies can get under and around your furniture! 

  • Provide Toilet Brushes: For hygiene reasons, our team will not clean toilets that do not have a dedicated brush available. This helps prevent cross-contamination between bathrooms and ensures the highest cleaning standards for all clients.

🔐 ACCESS TO YOUR SPACE: 

  • We do not keep keys on file unless requested, in which case we may make an exception.

  • We find that lockbox codes, door codes and garage codes are a much safer way to maintain security and access to your space. 

  • Our software has end to end encryption, keeping your information on file safe and secure for the office and your cleaning tech in the field.

After your clean… 

✅ SERVICE GUARANTEE: 

  • If you are not satisfied with the job we will send a Cleaning Tech back to fix any areas of concern, free of charge! Upon completion of the retouch clean and you’re satisfied, your payment for the original service will be processed in full. We are not able to offer refunds or discounts in place of a retouch clean.

    • To help us resolve any issues quickly, please send photos of the areas you’re unhappy with via text or email within 48 hours of your clean. Clear photos are the best way for us to understand what went wrong and make it right as soon as possible.

  • Quality Inspections are available by request at any time for recurring clients to ensure your services are meeting our standards.

⚠️ THE FOLLOWING WILL VOID OUR GUARANTEE: 

  • No pictures or video (property is site unseen). 

    • If we do not receive pictures of the space prior to your cleaning there is no guarantee on the work completed because we have no way of seeing the "before" condition of a space.

  • “Capped” at a specific cost or amount of hours.  

    • If you “cap” the clean at a specific amount of hours less than what the job was estimated, there is no guarantee on the work completed. 

  • Respond within 48 hours.

    • If we do not receive a complaint within 48 hours of the scheduled cleaning, we will not be able to send someone back or discount the clean. 

  • Required use of client vacuum or mop.  

    • We understand the preference to have a specific vacuum cleaner or mop to be used, however we cannot guarantee the same results as when our staff cleans with the tools we provide. 

💳 PAYMENTS & TERMS:

  • Tips are never expected, but always appreciated! If you cannot leave cash, we can apply a tip by request after each visit or add a standard tip for future visits. Should you choose to add a standard tip to each visit, we can apply it to your invoice automatically.

  • We require a credit or debit card on file prior to the clean. You are not billed until after the clean is complete, we have verified the amount of time needed, and the level of satisfaction.

    • If payment is not received within 30 days of the cleaning a 25% late fee will be added to your bill. If payment is not received within 60 days you will be sent to our collections department.

  • Recurring Discounted Rate: If you schedule a First Time Clean and then cancel or do not move forward with recurring services, pending any quality issues, you will be charged the One Time Clean rate.

Clear Expectations… 

🚫 WHAT WE CANNOT CLEAN 

  • We love pets, but we are not equipped to clean any biological waste.

    • Additionally, if you have an aggressive pet please ensure they are secured before our fairies arrive. If our staff is uncomfortable in any way with an animal, they are instructed to leave the premises.

  • Please keep our staff indoors. They are not equipped for cleaning outside spaces.

  • Our staff can only use a step ladder up to 3 feet. We do have extension dusters.

  • Our staff cannot lift anything over 20 lbs so please do not ask them to move furniture.

  • Our staff cannot wash dishes, load/unload dishwashers or do laundry. 

  • Move In / Move Out Cleans:

    • Our staff cannot move appliances. If you want us to clean the sides or back of any appliances, please pull them out from the wall before the day of the clean.

    • If the space is not 100% vacated, please move all furniture off the walls to one central area so we can clean as much of the space as possible.

    • Our staff cannot move your personal belongings (to be disposed of or just temporarily to clean a space).

      • If there are personal items left in drawers/shelves/cabinets, we will NOT clean that space.

✨🌎🌱 ECO-FRIENDLY SUPPLIES: 

  • Have a special product you love? We bring all of our own non-toxic, environmentally friendly products, but if you would like us to use something specific, please leave it out for your Fairies or let us know where to find it and we can update your notes on file. 

  • Please be aware, for move out cleans we may bring stronger chemicals and some fairies have stronger products to use with approval or by request from specific clients. 

🗑️♻️ TRASH / RECYCLING: 

  • When instructions are provided, cleaning techs are only expected to take 1 bag of trash and/or 1 bag of recycling, essentially 1 trip to the main bins. 

  • Cleaning Techs will not empty diaper pail bins or cat litter boxes. 

🫧 SERVICE ADD-ONS: 

  • Know your options! Customize your service to include any of our service add-ons, either one time or on a recurring basis!

Ensuring Safety for Everyone… 

⛔️ NON-SOLICITATION OF CLEANING TECHNICIANS: 

  • Please do not ask your cleaning tech for any cleaning related services outside of Divine Cleaning. We don’t mind if you ask them to house sit or pet sit for you. 

⛑️ KEEPING OUR CLEANING TECHS SAFE: 

  • Please try to avoid scheduling other home service providers when we are scheduled to clean if you are not present to supervise them. 

  • Your cleaning tech will not answer the door or let anyone in your space while they are there cleaning. 

  • We will not be responsible for any recleaning if another service provider is present when we clean your home. Client activities or the activities of other home service providers which result in a request to re-clean an area that has already been cleaned will result in additional time/cost. 

💎 KEEPING YOUR VALUABLES SAFE: 

  • Our staff are on the side of caution when cleaning so if they do not feel comfortable dusting or cleaning an item that is fragile or delicate, they will not clean it. 

  • While we do our best to be careful, accidents happen. We have Limited Liability insurance for replacement or repair of any damages caused by our staff while on site. This means identical replacement will be attempted but not guaranteed. With that said, we kindly ask you to avoid cleaning requests for irreplaceable or highly sentimental items. 

  • Any damage must be reported within two business days of service or Divine Cleaning may not be held liable.