Cancellation And Schedule Changes

Everyone has a busy life and it’s completely understandable that sometimes a cleaning will need to be canceled or rescheduled. In the event that this happens, we ask the client to give us a 48 hour notice so there is time to fill the spot with another client. Our team works incredibly hard to ensure each client is taken care of. To ensure a fair and transparent process for everyone, we have established the following cancellation policy:

1. Cancellation that are done in less that 48 hours of the service appointment time range will result in an automatic $50 cancellation fee charge. For same day cancellations, gate issues/ denied allowing Sparkle into community, or lock out situations where we are unable to access the space to clean, there is a $100 charge.
2. Rescheduling appointments in less than 48 hours of the service appointment time frame will result in an automatic $50 charge.
3. If a client cancels three or more times in a three month period, Sparkle will respectfully have to decline providing cleaning services moving forward.
4. For same day cancellations gate issues/ denied allowing Sparkle into community, or lock out situations where we are unable to access the space to clean, there is a $100 charge. If Sparkle arrives on site, and we cannot clean (even if the appointment is being rescheduled there is a $100 fee).

*A cleaning is also considered a same day cancellation if the client reaches out to the office after 5pm the night before the scheduled clean

If you need to reschedule a recurring appointment, we will do our best to get you into our calendar however there is no guarantee.  

If a client skips an appointment, a skipped cleaning fee of $20 will be applied to your next service. However, if you choose to reschedule your cleaning to a different day, no skipped fees will be applied, and you will resume your regular cleaning schedule.

If client is late, a $10 fee for every 15 minutes late will be applied. If we arrive and cannot access the home or business to start cleaning, we will contact you. We will wait up to 30 minutes before leaving and a same day cancellation fee would apply.

Utilities

The Client assumes responsibility to ensure utilities are in working order at the property on the scheduled date. If the property does not have electricity or running water, Sparkle reserves the right to decline service and declare the job a cancellation.

If Sparkle arrives on site and a utility is not on, the cleaning will need to be rescheduled and there is a $100 fee.

Proposals

Sparkle provides proposals sight unseen based on the customer's description of the home. In the event we arrive and the home is going to take significantly more time that what was described , Sparkle will communicate the price increase for the service and confirm with the homeowner prior to starting service. Depending on the time allotted, the cleaning may need to be rescheduled.

Invoices

Invoices will be sent the next business day after services. For our Friday customers, you can expect to receive your invoice the same day or on the following Monday.

If an invoice is five days past due and unpaid, Sparkle will automatically charge the card on file.

By receiving service from Sparkle, you agree for us to keep your card information on file. If an invoice is five days past due and unpaid, Sparkle will automatically charge the card on file.

Safety & Liabilities

Sparkle has the right to refuse service and declare this a No Notice Cancellation and fees mentioned in these terms may apply if the environment is unsafe or if the condition of the home is not what the customer described. 

Sparkle Cleaners are unable to climb on ladders higher than the two-step ladder they are issued to perform their work. Cleaning Technicians are not permitted to use step ladders provided by the client. 

Insect/Rodent infestation: Sparkle has the right to decline service if the home has visible infestation and may require professional pest services prior to cleaning.

Sparkle will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used by the Client. Sparkle is not liable for any damage caused from using a client's vacuum cleaner upon the client's request. Should the client request their vacuum cleaner as their preference for floor cleaning, the quality of the floor cleaning will not be guaranteed. Sparkle's staff is not responsible nor trained to perform any repair or maintenance to the client's vacuum. 

Sparkle will not be liable for items broken or damaged due to wear-and-tear, nor damage caused by fixtures that are not properly secured. If we damage anything during the service being provided, we will notify the customer immediately. In the event we are at fault for an item damaged or broken, we reserve the option to repair or replace the item. 

Sparkle may use their discretion to deem an area/item unserviceable due to liability concerns.

To protect the privacy and safety of our clients and our staff, exchanging phone numbers, email addresses, social media accounts, or any other means of communication are not permitted. All forms of communication are to go through the office directly 

Our Staff DOES NOT:

• Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped
• Clean the exterior of sliding glass doors
• Clean the interior of curio cabinets 
• Provide any pet or children-related services, nor empty diaper pails.
• Clean/Shampoo carpet
• Provide fabric/furniture stain removal
• Wash walls (unless specified in scope of work)
• Clean areas above the reach of our step stool, except with our extendable duster
• Clean animal waste or litter
• Move or lift items over 20lbs
• Hand-scrub or steam clean floors 
• Disassemble light fixtures 
• Disassemble seals on shower doors, ovens or refrigerators
• Disassemble any furniture to clean it 
• Disassemble any appliance (besides oven racks and fridge shelves) 
• Lift or move large or fragile items 
• Run self clean feature in ovens
• Clean kid potty training toilets 
• Clean TV or computer screens

Health

Unfortunately germs can live on surfaces for hours. Our wellness and our client’s health and safety is important to us. To help eliminate the risk of us getting sick or transferring anything contagious, if you or anyone in the household feels sick, please let us know and we can get you rescheduled once everyone feels better.

Holidays

We care deeply about family and friends and spending time over holidays with them. We are closed on the following holidays: New Years, Fourth of July, Thanksgiving, and Christmas. If your cleaning falls on one of these holidays. We do not cancel due to holidays and will reserve another day upon availability.

Children And Pets

Although we love your kids and fur babies, we are not responsible for them running out the door, getting hurt, or hurting someone. There needs to be an adult present and responsible for the care and supervision of them. If nobody is home to supervise pets, we ask that they are locked up as we are not responsible for them (including them running out of the door). We do not clean animal cages, litter boxes, feces, blood, or any other bodily fluids.

Extra Services

Add on services need to be scheduled 72 hours in advance to ensure enough time has been allotted for your cleaning and the additional services rendered.

Electronics And Clutter

We do not clean or move anything electronic, including cords. Please make sure all papers, toys, clothes, cords, and clutter is picked up prior to our arrival and sinks are free of any dishes so we can clean all areas properly and efficiently. We do not clean inside curio cabinets and china cabinets.

If there is a significant amount of clutter and trinket decor items, Sparkle will do general dusting of the space but will not hand wipe each item or pick up and wipe under each item.

Irreplaceable Items

We do our best to make sure every effort is made to be as careful as we can with your items, however, occasionally accidents happen. If you have any irreplaceable, expensive, or collectable items, we ask that they be put away in a cabinet or drawer so that no accidents occur. If you can’t secure items, we ask that a note be made so we don’t clean around that area as we do not replace or cover these items if an accident occurs.

Items

We are not responsible for breakage of anything with regulated wear and tear or any damage that is incurred by improper installation. Such as a faucet handle breaking when we turn it on. We assume all surfaces (counter tops, tiles, wood, etc) are sealed. If any surface isn’t sealed, you must notify us so it can be properly cleaned so no damage occurs.

Moving Furniture

Unfortunately we don’t move any furniture that is over 20 lbs. We only move furniture that can be easily moved by a single person. If you request cleaning behind heavy objects, please move the item prior to the scheduled cleaning. If cleaning window sills, frames, locks, and blinds is in your scope of work but there is furniture in front of the window, we will do our best to clean that area as best as we can (we will not move your furniture out of the way).

24 Hour Guarantee

We guarantee satisfaction with your cleanings, if anything was missed, please let us know within 24 hours. We will come back asap and take care of it for you. The correction clean is designed to reclean areas that were missed or not thoroughly cleaned enough (specific areas). The window to have the correction clean is 72 hours from the date of service or else it is not valid.

Temperature

House cleaning is hard work and for the comfort and safety of our cleaning technicians, please keep the thermostat between a minimum of 67 degrees and a maximum of 74 degrees while our cleaning techs are in your home. If you do not have air conditioning or it is broken in the hot months, if the house is too hot we will need to reschedule and charge for a missed cleaning. If the client allows us to change the thermostat while we are there, we will change it back to the desired temperature before we leave.

Access To  Home

You are welcome to be home. If you are not able to be there for access, Sparkle can use a hide-a-key, door code, or garage code. Please make sure the mode of entrance is a no fail one. 

Restroom

While cleaning your home, your cleaner has the right to use your restroom.

Payment

Full payment is due within 24 hours upon receipt of invoice for completed service. A $20 non-payment fee will apply if payment is not received within 24 hours. If you are scheduled for a deep clean, there is a 50% deposit required before the cleaning. 

Team Members

It’s an investment in hiring and training Team Members. Each cleaning technician signs an agreement which prohibits him or her from working directly with our clients. By accepting our service you agree neither to solicit, directly or indirectly, nor hire any current or former team member of Sparkle, without written consent of Sparkle’s owner and compensation of $1000 to Sparkle, for its loss.

Appointment Reminders

To keep you on track, our services offer appointment reminders. If you’d rather not get any emails or text, you may opt out or let us know the communication channel that works best for you.

Termination

We reserve the right to deny or terminate service for any reason.

Other Service Appointments

Please be sure it won’t affect our time in your home if you plan to have other service employees there during your cleaning appointment. If you do need to reschedule, please keep in mind our cancellation policy. When other service employees are allowed access at the same time as our appointment, we are not liable for safeguarding your home. There will be no damage or theft for which we will be held liable for. We are not responsible for recleaning areas that have been accessed by a service professional after we have completed this area of the clean. 

Social Media

Sparkle has the right to post on social media before and after photos of client’s homes if there is no way to identify the client’s identity or where the client lives. Sparkle has the right to post five-star reviews on social media with the client’s first name and only the first letter of their last name so no one can identify the client.

SMS/Text Messaging

Sparkle aims to clearly communicates privacy and opt-out options while maintaining legal clarity:

1. Collection and Use of Mobile Information: By providing your mobile number, you consent to receive SMS/text messages from Sparkle. This may include information about your service bookings, updates, and other business-related communications.

2. No Sharing or Selling of Mobile Information: We value your privacy. Your mobile number and any related personal information will not be shared or sold to third parties under any circumstances.

3. Opt-Out: You can opt-out of receiving text messages from Sparkle at any time. To opt-out, simply reply "STOP" to any of our text messages. Upon doing so, you will be unsubscribed from all SMS communication.