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Terms & Conditions

At Diana Solutions, we strive to provide exceptional cleaning services while ensuring clarity, fairness, and mutual respect in all client relationships. By booking our services, you agree to the following terms:

Client Responsibilities

To ensure a smooth and efficient cleaning experience, we kindly ask clients to:

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  • Provide access to the property on the scheduled service day, either by being present or by supplying a key/access code. If our team arrives and cannot enter within 15 minutes, a no-show fee of $35 per person per hour will apply.

  • Ensure basic utilities (water and electricity) are available, as they are essential for our cleaning procedures.

  • Minimally organize the space before our arrival (e.g., picking up toys, clothing, or loose items) so we can focus on cleaning rather than tidying.

  • Secure pets in a safe area for their well-being and our team’s comfort.

  • Remove or label valuables (sentimental or high-value items) if you prefer them not to be touched.

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If the property’s condition (e.g., size, level of dirt, or unexpected obstacles) differs significantly from what was initially described, we reserve the right to adjust pricing after an on-site evaluation. In rare cases of extreme unsanitary conditions or safety hazards, we may need to cancel or modify the service for the well-being of our team

Cancellation & Rescheduling

We understand that plans change, and we aim to accommodate adjustments whenever possible. However, due to high demand and scheduling commitments, we enforce the following policies:

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  • Cancellations made more than 3 business days in advance: No fee.

  • Cancellations made within 2 business days of the appointment: Full price fee will apply.

  • If our team arrives but cannot access the property: A waiting fee of $35 per person per hour will apply after the 15-minute grace period.

Payment Policy

Full payment is due at the time of cleaning. For your convenience, we require a credit card to be kept on file, which will be charged for the remaining balance plus any applicable fees unless you leave an alternate form of payment (such as cash, Zelle, or check) at the time of service.

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We accept Visa, Mastercard, American Express, Discover, JCB, UnionPay, Google Pay, Apple Pay, Zelle, and checks. Please note that card payments incur a processing fee: 2.6% for tap/dip/swipe transactions or 3.5% for manually keyed entries. A $25 fee will apply for any returned checks or failed transactions (e.g., declined cards or insufficient funds).

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For first-time clients, a 50% deposit is required to secure your booking, with the remaining balance due on the day of service.

Breakage/Loss Policy

Diana Solutions is bonded and insured for your protection. In the rare event of accidental breakage or loss, please notify us within 48 hours of your service completion to initiate a claim. Unreported damages after this timeframe may not be eligible for resolution.

Service Limitations

For the safety of our team and to maintain service quality, we adhere to the following limitations:

  • Heavy Items: We are unable to move objects weighing over 25 pounds.

  • Biohazards: We do not handle animal or human waste (feces, urine, vomit, blood) or other biohazardous materials.

For specialized cleaning needs beyond these scope, we recommend consulting a professional biohazard remediation service.

Zero-Tolerance Harassment Policy

Diana Solutions maintains a strict zero-tolerance policy toward harassment of any kind, including sexual harassment. We prioritize a safe and respectful environment for both our team and clients. Any misconduct should be reported immediately, and violations will result in immediate service termination and potential legal action

Photo Release

With your prior permission, we may take before-and-after photos of our work for promotional purposes (e.g., website, social media). These images will never include faces, personal information, or identifiable valuables to protect your privacy.

Seasonal Considerations

To ensure the safety and comfort of our team:

  • Winter: Please clear snow/ice from walkways and maintain adequate indoor heating.

  • Summer: Ensure proper ventilation or air conditioning, especially in high-heat areas.

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