Customer Guidelines

Policies & Procedures

• Customer Referral Program:

Shine Like A Diamond Cleaning loves referrals! When you refer a friend, both you and your friend benefit through our Rockstar Referral Program:

• You’ll receive $50.00 through Venmo or towards your next cleaning when your friend books a Top-to-Bottom Deluxe Cleaning.
• You'll receive $75.00 through Venmo or towards your next cleaning when your friend signs up for our recurring service

Referral rewards are applied once the referred client completes the qualifying services. Full program details, rules, and conditions are available

• Tips to our Staff: Tips to our staff are a great way to show your appreciation, but they are not required. The suggested tipping range is 10%-20% of the cleaning fee.
• Access to your Home: Please ensure we have guaranteed access to your home when we arrive to clean. You may let us in, leave a door unlocked, provide a door code, a garage code, a lockbox code, or the location for your hide-a-key. Shine Like A Diamond Cleaning does not hold keys, we are happy to accommodate any arrangements you prefer. If we arrive for your cleaning and are unable to gain entry, you will be responsible for the full price of the cleaning. This fee applies any appointment scheduled where the property is not accessible and/or Shine Like A Diamond Clean staff is en route to the scheduled cleaning. This fee is to cover the loss of wages for our cleaning technicians, travel expenses, and the time reserved for your cleaning on the schedule. If the property is inaccessible upon our arrival, it will be deemed a no notice cancellation 15 minutes after we reach your location and have attempted to establish contact. All communications received outside of normal business hours will be considered received at time of opening the next business day.
• Skipped/Cancelled Cleanings: We will assess a 50% fee if you cancel less than 24 hours. You must contact our office by email or a phone call or text to cancel.
• Payment: Payment is due at the time services are rendered. We accept credit cards, debit cards, Venmo, Zelle and checks. Checks must be left in an envelope out on your kitchen counter for your service provider at the start of your cleaning if you are not typically home. There is a $35 fee for all returned checks.
• All prices are estimates only, based on information provided at booking. Rates may be adjusted if the actual condition, size, or scope differs than what you stated. Shine Like A Diamond Clean reserves the right to: Adjust the rate or Decline service.
• If service cannot be completed due to misrepresentation, unsafe conditions, or access issues, you may still be charged 100% of the fee.
• By booking, you authorize Shine Like A Diamond Clean to charge your payment method for all services rendered, including adjustments due to inaccurate information.
• Credit Card Disputes & Chargebacks: Filing a chargeback without first notifying Shine Like A Diamond Clean within 7 days of service is a breach of contract. Clients will be responsible for all costs (attorney, collection, bank fees) associated with recovering disputed amounts.
• Arrival Time: Due to the time-consuming and unpredictable nature of travel and weather, an exact arrival time cannot be guaranteed. We provide a 1-hour arrival window, and our technicians will send you an “On the Way” message to notify you of their ETA. You will be unable to reply to this automated message from our scheduling system. Please call our office at (732) 908-6011 if you need to reach us.
• Waiting Time & Lockouts:  If our team cannot begin cleaning within 30 minutes of arrival due to access issues or the home not being ready, the appointment will be considered a lockout and billed at the full scheduled price.
• Customer Responsibilities
• Customers must provide:
• Electricity, running water, HVAC, and safe walking conditions.
• Closed Door Policy. Cleaners will not open or enter any closed door. Please close doors to rooms you do not want cleaned.
• Preparing for the cleaning: No need to clean before we arrive, please leave it to us! But please do have personal items cleared away and rooms ready to be cleaned so we can provide you with a more detailed cleaning. Please make a trip through the home and put away loose items such as dirty dishes, toiletries, laundry, blankets, shoes, papers, kid’s toys, animal toys, and games. If your home does need extra TLC and extensive pick-up is required for us to clean, you will be charged for the extra time needed.
• The Best Setting for Your Cleaning: The best setting for cleaning is when no one is home. Since this is not always possible, please reduce distractions so our technicians can work uninterrupted. We recommend scheduling your cleaning on a day when fewer people, and thus less commotion, will be in the home. Working safely is very important to us, we recommend children are out of the area we are cleaning. We may be working with equipment and products that are not safe for them. We love your pets! Please be sure to secure any pets who may get anxious, stressed, or threatened by commotion, or noise of a vacuum. In the instance your pet harms or bites one of our staff, you will be notified immediately, and you will be billed for all expenses incurred from the injury.
• Requests and Add-Ons: Any cleaning outside of our agreed-upon scope of work is an “add-on” and additional fees will apply. Add-ons must be scheduled ahead of time, no later than 72 hours in advance of your scheduled clean, and cannot be added on the day before your cleaning or at your cleaning. These include but are not limited to, renovation dust and debris clean up, inside appliance cleaning of the oven or fridge, sunrooms/porches, and any tasks not included in your work order. An add-on fee may apply after you host a large gathering, adopt new animals, or move a new occupant into the home. These changes can substantially increase the scope of work and service needs for your cleaning. Please notify our office prior to your scheduled cleaning of any changes, in some cases, a reevaluation of your service rate may be necessary.
• Sheet Changes: If you choose to have your sheets changed as a part of your service, please leave a full set of clean linens on the bed. Our staff is not permitted to go through your closets or personal belongings to locate clean linens. Please ensure we have a full set of linens to give you a successful result.
• Quality Assurance: Our cleaners take great pride in their work and want to be informed when you are disappointed with your service. Our training process is thorough and arduous, our staff is trained and certified to use a professional cleaning system. We always want your input on your experience and the quality you receive.
• Client Provided Supplies: Shine like A Diamond Clean provides all cleaning products and professional-grade vacuums, except for trash liners and toilet brushes (please have one in each bathroom). If you prefer your own products, we will use them, but Maid 2 Clean is not liable for any damage
• Maintaining the integrity of your surfaces: Cleaning is performed assuming that all your surfaces are sealed, and items in your home are secured. This includes but is not limited to, floors, stone, marble, quartz, wall hangings, blinds, and shelving. It is your responsibility to let our office know of these items prior to your cleaning. Shine Like A Diamond Clean will not be liable for damages, repairs, breakage, or replacement if we were not informed.
• What we do not clean: Per OSHA standards and our compliance with OSHA, we do not clean litter boxes, animal droppings, human or pet feces, dirty diapers, feminine products, urine, vomit, soiled clothing, or biohazards. We cannot clean a property with active bugs or critter infestations. Whenever possible, we will clean around litter boxes, animal accidents, or any biohazards present, and we will use your cleaning supplies to do so. Per OSHA, we cannot clean up any bodily fluids. If we arrive and are unable to clean due to any of these circumstances, you will be responsible for 100% of the total cleaning fee.
• Breakage or Damage: Breakage can happen, and we hate when it does! Our staff takes impeccable care to move through your home carefully to prevent breakage. If breakage does occur, it is our policy to inform you immediately via text and photo. However, it is your responsibility to let our office know of any irreplaceable, fragile, sentimental, unstable, non-sealed, or non-secured items in your home prior to your cleanings so we can designate these items as “Do Not Touch” in your work order. Please move any expensive, fragile, or precious possessions to a safe place if you do not wish to take any risk, such as a spare room or inside a curio cabinet. If you notice a damaged or broken item please save it, send us a picture, and report it to our office as soon as possible after the cleaning, within 7 days of discovery. The value of an item over $25 must be verified and submitted to us. Shine Like A Diamond Clean may seek to have the item repaired by a professional or a restoration company. Every incident of breakage is reviewed by Shine Like A Diamond Clean on a case-by-case basis to reach a suitable and equitable resolution.
• Weather: Shine Like A Diamond Clean will close for business when severe weather causes dangerous driving conditions. Any canceled appointments will receive the first available cleaning date or the option to skip. If you choose to skip your cleaning, you will be charged a skip fee that corresponds to your service frequency. We give every effort to reschedule your appointment as soon as possible and at a time that works best for you.
• Summer: Please keep our technicians safe from heat exhaustion in the hot summer months by keeping your AC on and set at 73 degrees or lower, especially the end of June through the end of August. If it is too hot and it is unsafe to perform the cleaning, you will be responsible for the full cost.
• Holidays: Shine Like A Diamond Cleaning will be closed for the following Holidays: If your cleaning falls on a Holiday we are closed, we will contact you to reschedule or skip your cleaning. When rescheduling your cleaning, we will use your preferences (on page 1), to ensure we reschedule for a time that works best for you.
• New Years Eve
• New Year’s Day
• Easter
• Thanksgiving Day
• Christmas Eve
• Christmas Day



• Deep Clean Deposits and Cancellations:  A non-refundable 50% deposit is required to schedule your deep clean on our calendar. Deep cleans require multiple cleaning technicians and require reserving a substantial amount of time on our schedule. The deposit compensates our cleaners to prevent a loss of income for a spot we could not fill last minute.
• Move-In/Move-Out Cleans:

Properties must be fully vacant of furniture, belongings, and people, with power, HVAC, and running water available.

• If utilities are not active, or if the property is not in a condition that allows us to perform the scheduled service, you will be charged 100% of the scheduled cleaning fee.
• If excessive items are left that require pick-up, a $100 Pick-Up Fee will apply.
• Deposits remain non-refundable.
• One-Time Clean Payments: Payments not received at the time services are rendered will be billed to your credit card on file. If we are unable to obtain payment for any reason, you will be charged a $35.00 late fee for each week that your payment is late starting from the day of your cleaning. If we are unable to collect payment, you agree and understand that we may file a lien against your property for non-payment in accordance with the laws of the state of New Jersey
• Suspension and Termination of Recurring Services: Services may be suspended or terminated by the client or by Shine like A Diamond Clean for any reason. Please provide our office with at least 2 weeks’ notice to temporarily suspend or permanently terminate your recurring service. Likewise, if Shine Like A Diamond Clean suspends or terminates your service for any reason, we will provide you with at least 2 weeks’ notice. Failure to provide the required 2 weeks’ notice may result in being charged 100% for the scheduled cleaning.
• 100% Satisfaction Guarantee/Re-clean Guarantee: Your satisfaction is very important to us! If we miss something you must contact our office within 24 hours of your cleaning and send us a photo of the area to be re-cleaned. We will send a cleaning technician to perform the correction immediately; we do not provide refunds or discounts.
• Photography & Documentation: We may take before/after photos for quality control or disputes. Photos never include identifying items and remain confidential.
• Valuables & Security: Please secure cash, jewelry, firearms, and valuables. Shine Like A Diamond Clean is not responsible for unsecured items.
• Limits of Liability: Our liability is limited to the cost of the service rendered and shall not exceed the amount paid for the appointment.
• Non-Solicitation of Employees: Clients agree not to hire or solicit Shine Like A Diamond Clean staff directly during employment and for 12 months after termination. A $2,500 recruitment fee applies if violated.
• Rate Changes: Shine Like A Diamond Clean reserves the right to adjust rates at any time. You will be given advance notice of a price increase.
• Insurance: Shine Like A Diamond Clean is insured to perform all services. We will furnish certificates of insurance upon request.
• Agreement: By accepting to have Shine Like A Diamond Clean perform the selected services you, the customer, agree to all the policies and procedures. By signing and accepting the work completed, you agree that the services were satisfactorily completed and agree to pay the amount due for services.

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