COMPANY POLICIES
At Divine Window & Outdoor Cleaning, we are committed to providing high-quality services with care and professionalism. Our policies are designed to protect both our employees and you, our valued customer. All policies are publicly available on our website and included in our service contracts. If you have any questions, comments, or concerns, please feel free to contact us or speak with your technician during your consultation.
Please note: Click on each section to reveal more information.
Cancellation & reschedules
Life happens—we totally get it. Whether it’s unexpected weather, last-minute emergencies, or just a change in plans, things don’t always go the way we expect. That’s why we’re all about flexibility and customer satisfaction. We encourage rescheduling when needed and proudly stand behind our satisfaction-guaranteed services. No matter what comes up, we’re committed to working with you to ensure your home or business gets the top-tier care it deserves. Because a clean space should never be a hassle—it should be a breath of fresh air.
We totally get that life happens, but to keep things running smoothly, all cancellations and reschedules must be made at least 24 hours in advance. If an appointment is canceled outside of this window, the deposit will be forfeited. This helps us stay on schedule and ensure we can serve all our amazing clients efficiently. We appreciate your understanding and can’t wait to make your space shine!
compliance and safety guidelines
Safety is our top priority—both for our team and for your property. We are committed to following all industry standards and regulations to ensure a safe, effective, and worry-free experience for our clients. We take great care to protect your property and belongings during our services, and we ask that you adhere to the guidelines outlined below to help us maintain a safe work environment. By booking our services, you agree to follow our compliance and safety policies, which are designed to keep things running smoothly and efficiently from start to finish.
Pet and Safety Compliance Guidelines:
If we are cleaning windows above ground level, please ensure that the area surrounding the base of the house is clear to avoid any accidents with ladders.
Pet Safety:
- For the safety of your pets and our team, we ask that all pets be secured in a safe area away from the work zone.
- If your pets are outdoors, please ensure they are contained (e.g., in a fenced yard or indoor area) to prevent any distractions or accidents.
- Leashes or crates are strongly recommended for any outdoor pets to ensure they do not interfere with the cleaning process.
Child Safety:
- We also ask that children stay indoors or in a safe area away from the worksite for their safety.
- Please ensure that toy or play areas are clear of obstacles or debris that could pose a risk during our service.
Clear Pathways and Work Zones:
- To avoid any accidents, please ensure clear pathways around windows, doors, and surfaces that we will be cleaning.
- Move any outdoor furniture, garden tools, or other obstacles away from the work area, especially if we are using ladders or equipment that may require ample space.
Access to Work Areas:
- We may need access to certain areas of your property to properly complete the service. Please ensure that gates are unlocked, and entry points are clear.
Damage Disclaimer
While we handle every job with care, we can’t be responsible for pre-existing damage to windows, frames, screens, or outdoor surfaces. That’s why during our estimate, we take the time to inspect and asses any existing wear and tear, ensuring transparency before we get to work. Our goal is to leave your space looking refreshed and spotless—without any surprises along the way.
Clients are encouraged to report any prior damage before service begins. While we use industry-approved techniques, we cannot be held liable for damage resulting from weakened materials, improper installations, or wear and tear. By booking our services, clients acknowledge this disclaimer.
deposits
Flat Rate for Residential: $50 deposit for all residential services | Commercial: Please inquire for more information.
To ensure we can provide the best possible service, we require a $50 deposit for residential window cleaning and other related services. This helps secure your appointment and covers initial costs, such as materials and time dedicated to your project.
For commercial services, pricing is determined on a case-by-case basis. Please inquire for a custom quote tailored to your business needs.
Please note, deposits are non-refundable in the event of cancellations outside of our 24-hour rescheduling window. We appreciate your understanding and look forward to helping you maintain a clean and beautiful space!
Expedited services
We do provide expedited services. That includes scheduling an appointment within a 24 – 36 hour window. Great for parties, open houses, and last minute events.
Subject to availability, with an additional rush fee of $100. This fee is not included in the total cost estimate
ladders & padding
When we clean the windows or surfaces of your residence or business, we take great care to ensure all of our equipment is not only up-to-date but also properly padded and maintained to prevent any potential damage.
We understand the importance of your property, so we make it a priority to use only the best tools and materials to protect your surfaces while providing a thorough, high-quality clean. Our attention to detail ensures that you can trust us to handle your property with the utmost care, leaving your space spotless without worry.
Liability & insurance
We carry full liability insurance to protect both you and our team. While we take every precaution to ensure your property is treated with the utmost care, accidents can happen. Our insurance coverage ensures that any unforeseen damage or accidents during service are covered, offering you peace of mind throughout the process.
We take responsibility for any damage that occurs directly as a result of our services or negligence. However, we are not liable for any pre-existing conditions, structural issues, or damages that are outside the scope of the work we are hired to perform. This includes, but is not limited to, damaged windows, weakened surfaces, or issues that may arise due to previous repairs or installations that were not up to code.
In addition to this, our insurance provides comprehensive coverage for our team in case of accidents while on your property. With a $1 million insurance policy, you can have peace of mind knowing that we are fully prepared to handle any unforeseen situations, ensuring the safety of you, your property, and our team.
Refunds
Life happens, and we totally get that! Whether it’s unexpected weather or an emergency, sometimes things don’t go as planned. That’s why we strongly encourage rescheduling and proudly stand by our satisfaction-guaranteed services. To keep things fair and transparent, we have a strict no refund policy. By booking any of our services, you agree to this policy by signing our contract.
We ask for your understanding that compensation for our technicians’ time and labor is essential to maintain the quality of our services. This policy is non-negotiable and is agreed upon when you sign our contract. You’ll receive a carbon copy of the contract for your records, ensuring everything is clear from start to finish.
right to refuse service
We reserve the right to refuse service to anyone at our discretion. Our goal is to provide the best possible service, and sometimes, certain conditions or circumstances may prevent us from doing so. We want to ensure a safe and effective experience for both our team and clients, which is why we take this right seriously.
We understand that everyone has different needs, but we want to be transparent about when and why we may refuse service. Some common reasons for refusing service include, but are not limited to:
- Unsafe conditions: If the job site presents safety risks to our team or your property, we may choose not to proceed. This includes areas that are too hazardous to access or if the surface or environment is too unstable to clean safely.
- Uncooperative behavior: If any client or others present on-site display disrespectful or inappropriate behavior, we reserve the right to walk away from the job. We strive to maintain a positive and professional environment.
- Non-compliance with our guidelines: For the safety of your property, we ask that all pet and children safety guidelines be adhered to. If these guidelines are not followed, we may need to refuse service.
- Unrealistic or impossible expectations: If a service request is outside the scope of our capabilities or involves services we don’t offer, we’ll make this clear upfront and may need to decline. We want to manage expectations and ensure we can give you the best possible service.
If we are unable to perform the service for any reason, we will inform you promptly and discuss alternative options or reschedule, if appropriate. We want to provide the best experience possible, and this policy helps ensure that every job is completed safely and to our high standards.
satisfaction guarantee
We stand by the quality of our work. If you’re not 100% satisfied with our service, we’ll do everything we can to make it right. Your satisfaction is our top priority, and we won’t stop until you’re happy with the results.
We offer a satisfaction guarantee on all services provided. If there’s any aspect of our service that doesn’t meet your expectations, simply let us know within 24 hours of completion. We’ll return to fix any issues at no extra charge. We’re committed to providing excellent service and ensuring that every job is done to the highest standard.
service denial
To respect the value of our technicians’ time, if they are unable to access the premises for indoor cleaning of commercial properties due to denied entry (e.g., locked doors, change in operating hours, etc.), service will not be provided.
In the event that access is denied or the service is not able to be performed due to unforeseen circumstances, a service denial fee may apply, which is your deposit. This fee is necessary to compensate for the technician’s time and travel. Please ensure that all entry points are accessible and that operating hours are confirmed prior to the scheduled service. We want to make sure the job gets done right and on time! We will reach out to confirm your appointment within a two-hour window before the scheduled time and will continue to attempt contact until we connect with you.
Payment Terms
A deposit is required to secure your appointment at the time of contract signing (see Deposit Policy above). This deposit will be credited toward your services and can be applied if you need to reschedule. The deposit amount is outlined in the quoted estimate carbon copy for both residential and commercial services.
We accept the following forms of payment:
• Cash
• Credit / Debit Card
• Cashiers Check
• Zelle
water usage
Our technicians will utilize the outdoor water supply (hoses) on your property to perform the cleaning service. To ensure a smooth process, please make sure that access to a functional and operational water source is available before the appointment.
Divine Window & Outdoor Cleaning Co. is not responsible for any pre-existing issues related to water connections or water pressure. Please ensure that your water supply is in good condition prior to the scheduled service.
weather
For the safety of our team and the quality of our service, Divine Window & Outdoor Cleaning Co. will reschedule appointments in the event of severe weather, such as storms, heavy rain, strong winds, or natural disasters. We will notify you as soon as possible to arrange a new appointment at no additional cost.
We are not responsible for delays caused by weather-related disruptions, and we appreciate your understanding as we prioritize safety and quality service.
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